【文章內(nèi)容簡介】 22 1. Travel around the room and collect 4 pieces of great management advice from 4 different people 在教室內(nèi)從其它四位不同的學(xué)員那里每位得到四個關(guān)于卓越管理的建議 2. At the end you should have 16 tips from others 活動結(jié)束后你應(yīng)收集到共 16個建議 PLG 13 Supervisor Scavenger Hunt ‘主管技能’建議搜尋 23 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 23 Sender 說話人 Receiver 聽話人 Visual 視覺 The sender has a purpose, an understanding of timeliness, and an understanding of timing 說話人的目的是取得聽話人適時的理解 The response and effect on the receiver is exactly as intended by the sender. It is predictable. 聽話人的反應(yīng)和回應(yīng)正是說話人想要達(dá)到的目的，這種反應(yīng)是可以預(yù)見的 Vocal 聲音 Verbal 措辭 The sender selects the right media based on the simplicity and content of the message. 說話人基于簡單的原則和信息的內(nèi)容選擇適當(dāng)?shù)拿浇? A Perfect Communication Situation 一個完善的交流場景 55% 7% 38% PLG 1516 3) The 3V’s of Communication 三 V溝通方式 24 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 24 Sender 說話人 Receiver 聽話人 Visual 視覺 The sender has a purpose, an understanding of timeliness, and an understanding of timing 說話人的目的是讓聽話人能夠適時的聽懂 他的話 The effect on the receiver is uncertain. The response is unpredictable. 聽話人的聽話效果不明確，因而做出地反應(yīng)是不可預(yù)見的 Vocal 聲音 Verbal 措辭 Here, noise interferes with the intended message. The message is diluted and imperfect. 在這里噪音干擾著信息的傳遞，使得信息被減弱且不完善 An Imperfect Communication 一個不完善的交流場景 Noise 干擾因素 PLG 1516 The 3V’s of Communication 三 V溝通方式 25 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 25 ? Preconceived ideas, bias, prejudices or mental models 成見，偏好，偏見或主觀模式 ? Physical environment 物質(zhì)環(huán)境 ? Low selfesteem, acceptance, or confidence of either the sender or receiver 說話人或聽話人的自尊心、自信心、接受力較低 ? Different munication or learning styles between the sender and receiver 說話人或聽話人交流方式的不同或?qū)W習(xí)方式不同 ? Natural aptitude to understand or process information 對信息的理解或消化過程中的自然傾向 ? The skill level of the message sender 信息送傳遞人的技巧水平 ? The skill level of the receiver 聽話人的信息接受技巧 ? Low interest in the message 對信息的興趣程度不高 PLG 17 Causes of “Noise” 引起“干擾”的因素 26 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 26 Definition Active listening is using all of your attention, focusing on what the sender is saying, and showing the sender that you heard and understood his or her intended message 定義 – 積極的傾聽就是把你所有的注意力集中在傾聽說話人說了什么，然后向說話人表明你聽到了并明白他 /她所傳遞的信息 Active listening uses verbal, vocal, and visual behaviors to demonstrate dynamic understanding with very little effort from the receiver 積極的傾聽是以措辭、音調(diào)和視覺上的行為來表達(dá)對說話人話語的動態(tài)理解，而不需要聽話人花費什么精力 PLG 18 Active Listening 積極的傾聽 27 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 27 1. In your table group, read each statement and record your discussion 與小組成員一起閱讀每段話并記錄討論結(jié)果 2. Please be prepared to share your thoughts with the larger group 準(zhǔn)備與其它小組一起分享你們討論結(jié)果 PLG 18 What Do You Think? 你的想法是怎樣的？ 28 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 28 1. Most of us have been told repeatedly that we ought to listen more 不斷有人告訴我們要多聽 2. However, until you see value in such an activity, you will probably continue to act the way you always have 除非你確實從該活動中看到了它的價值所在，否則你可能仍將按你習(xí)慣的方式行事 3. Some of the outes of good listening are listed at the top of page 19. Which ones are most important to you? 有效的傾聽技巧所得到的一些成果列在第 19頁的前部。對你來說哪些成果最為重要？ PLG 19 Why Should I Do It? 我為什么要這么做？ 29 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 29 1. Because we can process information much faster than the sender can send it, good listeners influence munication challenges to improve munication 由于我們接受信息的速度要比說話人傳遞信息的速度快，一個優(yōu)秀的聽話人通過影響交流的障礙來改進(jìn)交流 2. Read through the 9 habits at the bottom of the page and select the ones you need to work on 閱讀九個習(xí)慣的材料，選擇你需要改進(jìn)的方面 PLG 19 Nine Habits of Active Listening 積極傾聽的九個習(xí)慣 30 SCLU STTS Presentation 169。 People Elements Pte Ltd, 2022. All Rights Reserved. Starwood Asia Pacific Hotels amp。 Resorts, HR Division Successful Transition to Supervisor 30 1. Prepare yourself for listening 準(zhǔn)備好傾聽 2. Create a positive listening situation 建立一個積極傾聽的場所 3. Use active questioning techniques 使用積極提問的技巧 4. Use active paraphrasing techniques 使用積極意譯重述信息的技巧 5. Use positive, nonevaluative verbal reinforcers 使用積極且非評價的語言強調(diào)關(guān)鍵詞 6. Take notes 做記錄 7. Use positive visual reinforcers 運用積極的視覺語言 8. Use parroting 運用重復(fù)技巧 9. Use reflective phrases 運用深思熟慮的語言 10. Show the other per