五星級(jí)酒店有效溝通培訓(xùn)手冊(cè)-全文預(yù)覽
【正文】 載 請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) ? Briefly explain background 簡(jiǎn)要解釋背景 ii. CLARIFY details 澄清詳細(xì)情況 ? Provide specifics 提供詳情 ? Ask for related information 詢(xún)問(wèn)相關(guān)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(dá)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(shuí)來(lái)做，做什么， 何時(shí)做 v. CLOSE with review and set followup 結(jié)束時(shí)回顧并跟進(jìn) ? Summarize key decisions and actions 總結(jié)關(guān)鍵性的決定與行動(dòng) ? Decide how and when to check progress 決定如何及何時(shí)檢查進(jìn)度 ? Express appreciation 表達(dá)感謝 德信誠(chéng)培訓(xùn)網(wǎng) 更多免費(fèi)資料下載 請(qǐng)進(jìn)： 好好學(xué)習(xí)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(shí)間與客人、經(jīng)理、下屬及外部供應(yīng)商溝通以成功完成任務(wù)。它幫助人們對(duì)溝通過(guò)程和自身感覺(jué)良好。要成為一個(gè)出色的溝通者，請(qǐng)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(huì)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(jué)干擾 Verbal Barriers 語(yǔ)言障礙 – Use of words or ways of speaking that cause confusion or mismunication. For example 語(yǔ)言或 說(shuō)話(huà)方式引起的混淆或錯(cuò)誤傳達(dá)，如 : 德信誠(chéng)培訓(xùn)網(wǎng) 更多免費(fèi)資料下載 請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) ? Using slogan, jargon, or words people don’ t understand 使用行話(huà)、術(shù)語(yǔ)等人們不理解的詞語(yǔ) ? Speaking too fast or unclearly 語(yǔ)速太快或者不清晰 ? Foreign accent 外來(lái)口音 Interpersonal Barriers 人際關(guān)系障礙 – Relationship issues between two people that have a negative effect on munication. For example 兩人間的關(guān)系對(duì)溝通有負(fù)面影響，如 : ? Unfair Comparison 不公平的比較 ? JustLikeMe 此人像我 ? Stereotypes 成見(jiàn) ? Good Day/Bad Day Effect 好情緒 /壞情緒效應(yīng) ? Halo or Pitchfork Effect 光環(huán)和草叉效應(yīng) Nonverbal Barriers 非語(yǔ)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(chéng)培訓(xùn)網(wǎng) 更多免費(fèi)資料下載 請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) municating well and misunderstanding someone. For example
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