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2Bytheendofthissessionyouwillbeableto:在課程結(jié)束時，你將能夠達(dá)到：Explaintheimportanceofcommunication

解釋溝通的重要性Identifyandavoidroadblockstosuccessfulcommunication

確定并避免成功溝通的障礙Applyeffectivecommunicationcycle

運用有效溝通的循環(huán)Identifybasicbeliefsforcommunication

明確溝通的基本信條Objectives目標(biāo)3Theprocessofpassingclearinformationto

otherpeopleandobtainingfeedback.

溝通是向他人傳遞清晰的信息并獲得反饋的過程。Whatiscommunication溝通的定義

4GroupDiscussion-分組討論Verbal 口頭Visual 視覺Written 書面10

minutes

討論10分鐘5minutesOnespokepersontobrieftheresult

5分鐘每組派一名代表分享討論結(jié)果CommunicationChannel溝通的渠道5Conversation交談Discussion討論Briefing例會Meeting會議Broadcasting廣播Interview面試PhoneCall電話Recording錄音VerbalChannel口頭溝通渠道

6Exhibition展覽

Photograph照片Chart圖表

BodyLanguage肢體語言Play表演

Dance舞蹈Film電影

TV電視VisualChannel視覺溝通渠道7Newspaper報紙

Magazine雜志Book書籍

Notice通知Correspondence信函Memo備忘錄Logbook 工作日志Message留言WrittenChannel書面溝通渠道

8GroupDiscussion-分組討論Environmental 環(huán)境障礙Verbal 語言障礙Interpersonal 人際關(guān)系障礙Negativenon-verbal 消極的非語言障礙10minutes

討論10分鐘Onespokepersontobrieftheresult

5分鐘每組派一名代表分享討論結(jié)果BarriersofCommunication溝通的障礙9Roomtemperature房間的溫度Noise,interruption噪音、干擾Visualdistraction視覺干擾EnvironmentalBarriers環(huán)境障礙10Usingslogan,jargon,orwordspeopledon’tunderstand

使用行話、術(shù)語等人們不理解的詞語Speakingtoofastorunclearly

語速太快或者不清晰VerbalBarriers語言障礙11UnfairComparison不公平的的比較Just-Like-Me此人像我我Stereotypes古板GoodDay/BadDayEffect好情緒/壞情緒效效應(yīng)HaloorPitchforkEffect光環(huán)和枯枯草效應(yīng)應(yīng)InterpersonalBarriers人際關(guān)系障礙

12Crossingarms手臂交叉叉胸前Turningaway轉(zhuǎn)身Frowningorgrimacing皺眉或痛痛苦的表表情Makingstrangenoises制造怪聲聲NegativeNon–VerbalBarriers消極非語言障礙

13GroupActivity–VanGogh分組活動–誰是梵高14OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束EffectiveCommunicationCycle有效的溝通循環(huán)151.PersonalNeeds個人需求求2.PracticalNeeds實際需求求TwoBasicNeedsinEveryInteraction溝通中兩種基本需求161.PersonalNeeds個人需求求Tofeel感到:beingtakenseriously倍受重視視involvedinthediscussion參與討論論beinglistenedandunderstood被傾聽和和理解KeyPrinciplestomeetthePersonalNeeds滿足個人人需求的的關(guān)鍵要要素:Maintainorenhanceself-esteem保持并提提升自尊尊Listenandrespondwithempathy傾聽并給給予具同同理心的的反饋Askforhelpandencourageinvolvement尋求幫助助并鼓勵勵參與TwoBasicNeeds––PersonalNeeds兩種基本本需求-個人需求求172.PracticalNeeds實際需求求isthereasonfordiscussioninthefirstplaceandthismustbemet.實際需求求是展開開討論的的原因，，這種需需求必須須得到滿滿足Communicationcannotbeconsideredasuccessunlessitmeetsthepracticalneeds.滿足實際際需求的的溝通才才是成功功的溝通通TwoBasicNeeds–PracticalNeeds兩種基本需求-實際需求

18OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束EffectiveCommunicationCycle有效的溝通循環(huán)19“What“and“Why“““什么””和“為為什么””Describereasonsfordiscussion闡述討論論的原因因Brieflyexplainbackground簡要解釋釋背景Open開始OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束20Providespecifics提供詳情情Askforotherrelatedinformation詢問其他他相關(guān)信信息Summary總結(jié)Clarifydetails澄清詳細(xì)情況

OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束21Explorealternativesforpossiblesolutions探究可供供選擇的的可行的的解決方方案Beflexible靈活Developideas提出想法OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束22Useotherpersonsideas(ifpossible)（如果可可能）使使用他人人的方法法Decidewhowilldowhatbywhen決定誰來來做，做做什么，，何時做做Agreeonactions達(dá)成一致OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束23Summarizekeydecisionsandactions總結(jié)關(guān)鍵鍵性的決決定與行行動Decidehowandwhentocheckprogress決定如何何及何時時檢查進(jìn)進(jìn)度Expressappreciation表達(dá)感謝謝Closewithreviewandsetfollow-up結(jié)束時回顧并跟進(jìn)OPEN開始CLARIFY澄清DEVELOP發(fā)展AGREE達(dá)成一致CLOSE結(jié)束24UseKeyPrinciplesandEffectiveCommunicationCycle運用溝通的關(guān)鍵原則和有效溝通循環(huán)Workfortwo-waycommunication

雙向溝通Clarifyothers’informationandideasbyaskingquestions

通過提問弄清楚他人的信息和想法Clarifyyourinformationorideasbyexplainingclearlyandusingexamples通過清楚地解釋和運用實例來闡明你的信息或想法Beawareofbarrierstocommunicationandplanwaystoovercomethem知道溝通中的障礙并準(zhǔn)備好克服這些障礙的方法Remembertomeetpersonal,aswellaspractical,needsindiscussions

記住在討論中要滿足個人需求和實際需求Usepositivenonverbalsandbeawareofnonverbalsothersareusing運用積極的非語言溝通方式并關(guān)注他人使用的非語言行為Planforimportantdiscussionsusinginteractionplanner進(jìn)行重要的討論前，記下要討論的要點Do‘sinCommunication溝通中的能夠25Don‘‘tsinCommunication溝通中的的不能夠夠Ignorebarrierstocommunication忽視溝通通中的障障礙Communicate““oneway”單向溝通通Ignorenonverbals忽視非語語言溝通通Ignoreothers’ideasandviewpoints忽視他人人的想法法與觀點點Focusonmeetingpracticalneedsattheexpenseofpeople’’spersonalneeds關(guān)注實際際需求的的滿足，，以犧牲牲個人需需求的滿滿足為代代價Createverbalbarriersbyspeakingtooquicklyorusingslangtheotherpersondoesn’’tunderstand因語速過過快或運運用他人人難于理理解的語語言而制制造語言言溝通障障礙Gointodiscussionsunprepared未準(zhǔn)備好好的情況況下進(jìn)行行溝通Allownegativefeelingsorbiasestocreateinterpersonalbarriers因消極的的情緒或或偏見而而引起人人際關(guān)系系障礙26Thecustomer’’sneedsarecritical客人的需需求是最最重要的的Anythingcanbeimproved任何事情情都可以以改進(jìn)Nothingisimpossible沒有不可可能的事事Qualityiseverybody’sjob保證質(zhì)量量是每個個人的工工作Thepersondoingthejobknowsitbest做這項工工作的人人最了解解這個工工作Peopledeserverespect人們應(yīng)受到尊尊重Teamworkworks團(tuán)隊合作能解解決問題DifferencesinValues價值差異Involvementbuildscommitment參與達(dá)成承諾諾Supportbuildssuccess支持鑄就成功功Youmakethedi