五星級酒店有效溝通培訓手冊-全文預覽
【正文】 載 請進： 好好學習社區(qū) ? Briefly explain background 簡要解釋背景 ii. CLARIFY details 澄清詳細情況 ? Provide specifics 提供詳情 ? Ask for related information 詢問相關信息 ? Summarize 總結(jié) iii. DEVELOP ideas 提出想法 ? Explore alternatives for possible solutions 探究可供選擇的可行的解決辦法 ? Be flexible 靈活 iv. AGREE on actions 達成一致 ? Use other persons ideas (if possible) （如果可能）使用他人的方法 ? Decide who will do what by when 決定誰來做，做什么， 何時做 v. CLOSE with review and set followup 結(jié)束時回顧并跟進 ? Summarize key decisions and actions 總結(jié)關鍵性的決定與行動 ? Decide how and when to check progress 決定如何及何時檢查進度 ? Express appreciation 表達感謝 德信誠培訓網(wǎng) 更多免費資料下載 請進： 好好學習社區(qū) Basic Beliefs 基本信條 As a supervisor, you take lots of time to municate with guest, manager, subordinators and outside suppliers to successfully plete the tasks and assignments. Please pay attention to Do’ s and Don’ ts in munication. 作為主管，你要花很多時間與客人、經(jīng)理、下屬及外部供應商溝通以成功完成任務。它幫助人們對溝通過程和自身感覺良好。要成為一個出色的溝通者，請遵循有效溝通循環(huán)。 Environmental Barriers 環(huán)境障礙 – Physical surroundings that get in the way of munication. For example 物質(zhì)環(huán)境會防礙溝通，如 : ? Room too hot or cold 房間太熱或太冷 ? Noise, interruptions 噪音、干擾 ? Visual distractions 視覺干擾 Verbal Barriers 語言障礙 – Use of words or ways of speaking that cause confusion or mismunication. For example 語言或 說話方式引起的混淆或錯誤傳達，如 : 德信誠培訓網(wǎng) 更多免費資料下載 請進： 好好學習社區(qū) ? Using slogan, jargon, or words people don’ t understand 使用行話、術語等人們不理解的詞語 ? Speaking too fast or unclearly 語速太快或者不清晰 ? Foreign accent 外來口音 Interpersonal Barriers 人際關系障礙 – Relationship issues between two people that have a negative effect on munication. For example 兩人間的關系對溝通有負面影響，如 : ? Unfair Comparison 不公平的比較 ? JustLikeMe 此人像我 ? Stereotypes 成見 ? Good Day/Bad Day Effect 好情緒 /壞情緒效應 ? Halo or Pitchfork Effect 光環(huán)和草叉效應 Nonverbal Barriers 非語言障礙 – Apart of speaking words to municate, people use facial expression, gestures, body language and tone of voice during interaction activity. How we interpret the nonverbal part of an interaction can make the difference between 德信誠培訓網(wǎng) 更多免費資料下載 請進： 好好學習社區(qū) municating well and misunderstanding someone. For example
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