【文章內(nèi)容簡(jiǎn)介】 。 Put the speaker at ease. 表示你樂(lè)意聆聽(tīng)的態(tài)度。 Show you want to listen to them. 向談話者強(qiáng)調(diào)重點(diǎn)。 Emphasize with the speaker. 29 做到有效傾聽(tīng)的步驟 THE STEPS TO EFFECTIVE LISTENING 顯示你的耐心。 Show patience. 傾聽(tīng)抱怨和批評(píng)。 Listen to the arguments and criticism. 如果對(duì)談話內(nèi)容感到不確定，可以通過(guò)提問(wèn)加以明確 Clarify (ask questions) if uncertain. 評(píng)估傳達(dá)的內(nèi)容，而非方式。 Evaluate content, not delivery. 避免分散注意力。 Ignore (or eliminate) distractions. 保持開(kāi)放型的思維。 Always remain open minded. 30 調(diào)查問(wèn)卷 QUESTIONNAIRE ” HOW WELL DO YOU LISTEN?” 試著回憶你前幾次通話的情形，你是這樣做的么？ Try To remember the last few times someone spoke to you. Did you: 1 認(rèn)真面對(duì)來(lái)電者？ Face the speaker? 2 根據(jù)對(duì)方講話評(píng)論對(duì)方的價(jià)值？ Judge the value of the message by the speaker’ s delivery? 3 當(dāng)有不明確的地方時(shí)，有禮貌的打斷對(duì)方？ Interrupt politely if something was not clear? 4 有異議的時(shí)候立刻打斷對(duì)方？ Interrupt at once if you disagreed? 5 試想對(duì)方的感受？ Imagine how the speaker might be feeling? 31 6 對(duì)方說(shuō)話時(shí)構(gòu)思你的應(yīng)答？ Plan your response while speaker was talking? 7 即使你不感興趣也保持著注意力？ Pay attention to the speaker even though you had lost interest? 8 對(duì)方停止談話時(shí)立刻做出回應(yīng)？ Respond as soon as the speaker stopped talking? 9 對(duì)觀點(diǎn)和事實(shí)同樣重視？ Listen for ideas as well as facts? 10 假象你已經(jīng)知道對(duì)方要說(shuō)什么？ Assume you already knew what the speaker was talking about? 調(diào)查問(wèn)卷 QUESTIONNAIRE ” HOW WELL DO YOU LISTEN?” 32 評(píng)分標(biāo)準(zhǔn) Scoring process 偶數(shù)號(hào)問(wèn)題：答“是”加 1分，“否”加 0分 EvenNumbered Questions:score 1 for each “ yes” 0 for each ” no” . 奇數(shù)號(hào)問(wèn)題：答“是”加 1分，“否”加 0分 OddNumbered Questions:score 1 for each “ yes” 0 for each ” no” . 如果你的總分少于 10，那么你仍需努力 If your total was less than 10, you were not listening as well as you could have done! 33 顯著的需求 UNCOVERING NEEDS 需求有兩種形式 NEEDS e in 2 forms: 1 特定的需求 STATED NEEDS 2 不定的需求 UNSTATED NEEDS 特定的需求 STATED NEEDS 特定的需求易于識(shí)別： Stated needs are easy to recognize: 我想要訂房 “ I would like to make a room reservation.” 到機(jī)場(chǎng)需要多長(zhǎng)時(shí)間？ “ How long does it take to get to the airport?” 有熨斗或燙衣板么？ “ Do you have any irons and ironing boards？” 34 顯著的需求 UNCOVERING NEEDS 不定的需求 UNSTATED NEEDS 不定的需要不易識(shí)別，需要通過(guò)已有的信息及技巧來(lái)推測(cè)。 UNstated needs are not so easy to recognize and require the skill of anticipating needs based on the information that has been provided to you. 不定需求例如： An example of an UNSTATED need might be: “如果我們清晨就出發(fā)那么到機(jī)場(chǎng)需要多長(zhǎng)時(shí)間？” “ How long does it take to get to the airport if we leave early in the morning?” 35 顯著的需求 UNCOVERING NEEDS 特定需求是： 需要多少時(shí)間 The stated need is: how much time is needed. 不定需求是 ：需要你的估計(jì) The UNstated needs, which you might then anticipate, are: 叫早電話 an early morning call 豪華轎車(chē)預(yù)定 a limousine booking 客房的早點(diǎn)預(yù)定 an early breakfast order for room service 你可能會(huì)根據(jù)適當(dāng)?shù)男畔?，?lái)提供這些服務(wù) And you might offer these services, giving appropriate information on each. 記住 Remember also: 最后的兩個(gè)預(yù)期的需求是能夠帶來(lái)收入的 The last 2 anticipated needs are revenue generating. 36 傳送信息 GIVING INFORMATION 基本規(guī)則 THE BASIC RULES： 傳送信息的關(guān)鍵字眼： Key words in giving information: 什么，為什么 the …WHAT and the … WHY 我們傳送信息，當(dāng)有人詢(xún)問(wèn)或我們推測(cè)有人需要幫助 We give INFORMATION WHEN someone asks for it or when anticipate that someone needs it. 我們傳送信息通過(guò) … 解釋我們?yōu)楹芜@樣說(shuō) We give INFORMATION HOW…Explaining WHY we are saying（ ie, why it is of use to the listener) 37 傳送信息 GIVING INFORMATION 例如 An example might be： “最好在午后使用健身房，那時(shí)候不會(huì)太擁擠?！? “ it is best to use the Health Club in the afternoon because it is less crowded at that time.” 客人通常會(huì)理解在人少時(shí)健身的益處，但如果沒(méi)有達(dá)到這樣的效果，我們可以進(jìn)一步解釋?zhuān)骸斑@樣您就有更多機(jī)會(huì)使用健身器材?！? The guest would normally understand the benefit of it being less crowded, but if not, we might say: “ …so that you do not have to queue for the exercise machines.” 你還有別的例子么？ Do you have some other examples? 38 銷(xiāo)售：特色服務(wù)和益處 SELLING: FEATURES BENEFITS 定義 Definitions: 特色服務(wù)是酒店提供的一樣產(chǎn)品或服務(wù) FEATURES is a product or service offered by the hotel. 利益用于描述提供給顧客的產(chǎn)品或服務(wù)的價(jià)值 BENEFITS describes the value of that product or service to the customer. 銷(xiāo)售是 Selling is: 我們推銷(xiāo)的是什么，并且，我們?yōu)槭裁匆N(xiāo)售它（或者說(shuō)它能給顧客帶來(lái)什么好處） WHAT it is we are remending and… WHY we are remending it, (or why it will be beneficial to the customerthe caller). “我將為您選一間美景臥房（特性 /是什么），這樣您就可以欣賞海灘落日的美景了（利益 /為什么）” “ I’ m going to assign you a king bed room with a great view... (the FEATURE/WHAT) so that you may…enjoy the fabulous sunsets over the bay” . (the BENEFIT/WHY) 39 介紹特色服務(wù) /利益時(shí)的措辭 USEFUL PHRASEOLOGY FOR USING THE FEATURES BENEFITS PROCESS 介紹特色服務(wù)非常容易： Introducing the feature is easy… 這個(gè)房間有個(gè)陽(yáng)臺(tái) … “ The room has a balcony…” 我推薦這個(gè)餐具柜 … “ I remend the buffet…” 在介紹和解釋利益時(shí)有用的詞匯及用語(yǔ)： Useful words and phrases to introduce and explain the benefits are… 這樣您就可以 … 它可以確保您 … 這樣使您方便的 … “ …so that you may…” “ …so that you can…” “ …this enables you to…” “ …which will make it easier to…” 40 在處理電話時(shí)， In telephone handling, examples may be: “請(qǐng)稍等，我為您查詢(xún)一下這個(gè)號(hào)碼” “ I’ m going to put you on hold so that I can check the number in the directory.” 實(shí)際上你可能會(huì)說(shuō)： Although you might actually say: “在我為您查詢(xún)這個(gè)號(hào)碼時(shí)，請(qǐng)稍等片刻” “ May I put you on hold…while I check the number you need in the directory.” 或者最好這樣說(shuō) Or best of all: “我馬上為您查號(hào)，如果您愿意，可以先掛斷電話， 這樣會(huì)節(jié)省您的時(shí)間。我找到時(shí)會(huì)立即恢復(fù)您” “ While I