五星級酒店有效溝通培訓(xùn)手冊(編輯修改稿)
2024-12-08 11:54 本頁面
【文章內(nèi)容簡介】 ay munication is always more challenging than simply telling someone something and hoping he or she understands. To be an outstanding municator, please follow the effective munication cycle. 克服溝通中的障礙需要集中精力并用心。雙向溝通總是比只是簡單地告訴他人信息并希望他人理解而更具挑戰(zhàn)性。要成為一個出色的溝通者，請遵循有效溝通循環(huán)。 德信誠培訓(xùn)網(wǎng) 更多免費資料下載 請進： 好好學(xué)習(xí)社區(qū) As you see in the in the cycle, oneway munication is an inefficient and ineffective way to share information and ideas. That’ s because it fails to meet the two basic needs that are part of every interaction – personal and practical needs. 如你在循環(huán)中看到的，單向溝通對于分享信息及想法是無效的溝通方法。那是因為它沒能滿足溝通的 兩種基本需求 個人需求和實際需求。 Examples of personal needs 個人需要的實例 ： ? People need to feel that they’ re being taken seriously 人們需要感到倍受重視 ? People need to feel involved in the discussion 人們需要感到參與了討論 OPEN 開始 CLARIFY 澄清 AGREE 達成一致 CLOSE 結(jié)束 DEVELOP 發(fā)展 德信誠培訓(xùn)網(wǎng) 更多免費資料下載 請進： 好好學(xué)習(xí)社區(qū) ? People need to feel that they are being listened to and are understood 人 們需要感到被傾聽和理解 A good way to meet people’ s personal needs in munication is to use the following key principles 在溝通中滿足人們的個人需求的一個好的方法是運用以下關(guān)鍵要素 : ? Maintain or enhance selfesteem 保持并提升自尊 ? Listen and respond with empathy 傾聽并給予具同理心的反饋 ? Ask for help and encourage involvement 尋求幫助并鼓勵參與 德信誠培訓(xùn)網(wǎng) 更多免費資料下載 請進： 好好學(xué)習(xí)社區(qū) The key principles are the ‘ keys’ to meeting personal needs in the effective munication. It helps people to feel good about the discussion and themselves. They feel listened to and understood, and they feel as if they are an important part of the munication. 在有效的溝通中這些關(guān)鍵要素是滿足個人需求的鑰匙。它幫助人們對溝通過程和自身感覺良好。他們感到有人傾聽并被理解，并且感到他們是溝通中重要的一部分。 The practical needs are the reason for discussion in the first place. They must be met. Whether you are brainstorming, problem solving or gathering information, the munication cannot be considered a success unless it meets the practical needs. 實際需求是展開討論的原因，這種需求必須得到滿足。無論是腦力風(fēng)暴、解決問題或收集信息，滿足了實際需求的溝通才是成功的溝通。 In order to meet the practical needs of the munication, the following steps must be taken when we go through the effective munication cycle. 為了滿足溝通中的實際需求，在我們進入有效溝通循環(huán)時，必須采取以下步驟： i. OPEN with “ What” and “ Why”
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