【正文】 ive Relationship ? 鼓勵(lì)對方提供信息 Encourages Other People to Share Information 積極傾聽 [三 ] Active Listening 3 23 Carrefour Department Head Training Hewitt Associates ?加強(qiáng)對方對自己的信任感 Increases the Other Person39。t be answer ed by “ Yes ” or “ No ”發(fā)掘?qū)Ψ降南敕ê陀^點(diǎn)Dr aw ou t others39。處長培訓(xùn)手冊 Devision Head Seminar Manual 2 Carrefour Department Head Training Hewitt Associates 培訓(xùn)目標(biāo) Training Objectives ? 了解如何管理我的團(tuán)隊(duì) To know how to manage my team ? 了解如何管理時(shí)間 To know how to manage my time ? 了解如何制定行動(dòng)計(jì)劃 To know how to make an action plan 3 Carrefour Department Head Training Hewitt Associates Know your employees ?the munication cycle ?asking questions Assigning Tasks ?Active Listening ?Task assignment matrix ?Task assignment worksheet Communicating Expectations Setting Objectives 了解員工 ? 溝通環(huán) ? 提問題 委派任務(wù) ? 積極傾聽 ? 任務(wù)委派矩陣 ? 任務(wù)委派工作單 表明期望 設(shè)立目標(biāo) TEAM MANAGEMENT 團(tuán)隊(duì)管理 4 Carrefour Department Head Training Hewitt Associates 培養(yǎng)關(guān)系 Building Relationship 信任＝ Trust= ? 公正 Fairness ? 坦誠 Honesty ? 開放 Openness ? 平易近人 Accessibility 5 Carrefour Department Head Training Hewitt Associates 管理交流 Managerial Communication 經(jīng)理 Manager 上司 Higher Authorities 下屬 Subordinates 客戶 Customers 同級管理者 Peers 6 Carrefour Department Head Training Hewitt Associates 團(tuán)隊(duì)溝通 Team Communication ? 信息即能量 Information is Energy ? 能量可以是積極的 [正極 ], 也可以是消極的 [負(fù)極 ] Energy can be [ + ] or [ ] ? 能量的 極 取決于溝通意愿與態(tài)度 Energy Polarity Depends upon INTENTION ? 積極溝通為協(xié)同工作創(chuàng)造了機(jī)遇 Flowing Positive Energy Creates the OPPORTUNITY for Teamwork 7 Carrefour Department Head Training Hewitt Associates Getting to Know Your Employees and the Communication Cycle 了解員工及溝通環(huán) Thought 想法 Words nonwords 言語和非言語 Transmission 傳送 Reception接收 Decoding 理解 Feedback 反饋 Sender 發(fā)出者 Receiver接收者 8 Carrefour Department Head Training Hewitt Associates Some Facts About Listening 傾聽中存在的實(shí)際問題 On Average, Typical Employee39。s Listening Effectiveness in Only 25% 通常，員工平均的傾聽效率只有 25% ? 3/4 of what employees hear is distorted in one way or another 員工所聽到的信息中， 3/4都在某種程度上受到曲解 ? the average listener understands and retains 50% of a conversation 通常，傾聽者只能聽懂和理解 50%的談話內(nèi)容 ? Drops to 25% fortyeight hours later 48小時(shí)后，由 50%下降到 25% ? Poor listening skills can create misunderstanding and a breakdown of trust between managers and subordinates 不良的傾聽技能容易引起誤解，并對經(jīng)理與下屬之間相互信任的關(guān)系帶來負(fù)面影響 9 Carrefour Department Head Training Hewitt Associates Overing the Communication Barriers 克服溝通障礙 ? Asking Questions 提問題 ? Active Listening 積極傾聽 ? Directing 引導(dǎo) 10 Carrefour Department Head Training Hewitt Associates 交流程序技能 Communication Process Skills 如何提問 ? How to Ask? 11 Carrefour Department Head Training Hewitt Associates 三種不同類型的問題 Three Types Of Questions 類型Types特征Features作用Usage開放式問題OpenQuestio ns使用 “ 什么 ”、“ 如何 ”、“ 為什么 ” 和 “請 .. ” 等詞語Use “ Wh at ” , “ How ” , “ Wh y ” , “ Plea se .. ”不能用 “ 是 ” 或 “ 否 ” 來回答Can39。 f eelingsand op inio ns探究 式問題Pr ob ingQuestio ns更加具體化，使用 “ 多少 ”、“ 多久 ”、“誰 ”、“ 哪里 ”、“ 何時(shí) ” 等詞語Be m ore sp ecif ic, usin g “ How m any ” , “ Howlon g ” , “ Wh o ” , “ Wh er e ” , “ Wh en ” , etc.縮小信息 收集 范圍Nar row the f ocu s封閉式問題Clo sedQuestio ns只能用 “ 是 ” 或 “ 否 ” 來回答Can on ly be answer ed by “ Yes ” or “ No ”限制信息 收集 范圍Restric t t he inform ationyo u can gather12 Carrefour Department Head Training Hewitt Associates 交流程序技能一：提問題 CP Skills 1: Asking Questions 漏斗模式 Funnel Model 開放式問題 Open Question 探究式問題 Probing Questions 封閉式問題 Closed Questions 13 Carrefour Department Head Training Hewitt Associates Exercises: How Well Do You Know Your Subordinates? Asking Questions 練習(xí)：你對員工了解多少？ 提問 ? How Long Has He/She Been Married? 他 /她是否已婚？ ? If Not, Does He/She Have a Fiance? 如果未婚，他 /她是否有對象？ ? What Food Does He/She Like Best? 他 /她最喜歡吃什么？ ? What Hobbies Does He/She Have? 他 /她有何愛好？ ? What is His/Her Education Background? 他 /她學(xué)歷如何？ ? What is the Most Important Challenge in His/Her Work? 他 /她工作中最大的挑戰(zhàn)是什么？ 14 Carrefour Department Head Training Hewitt Associates 不良的非語言傾聽習(xí)慣 Ineffective Nonverbal Listening Habits ? 回避眼神交流 Avoiding Eye Contact ? 神情茫然 Staring Blankly ? 眉頭緊蹙 Frowning Deeply ? 不時(shí)地抬腕看表 Often Looking at Your Watch ? 心不在焉 [不停地四處張望 ] Being Easily Distracted [Looking Around] ? 坐立不安 [擺弄鋼筆 ] Fidgeting [Playing with a Pen] 15 Carrefour Department Head Training Hewitt Associates 不良的傾聽習(xí)慣 [一 ] Ineffective Listening Habits 1 ? 打斷別人的話 Interrupting the Speaker ? 經(jīng)常轉(zhuǎn)變話題 Often Changing the Subject ? 發(fā)脾氣 Losing Temper ? 評論講話人 , 而非對方的信息 Judging the Speaker Rather than the Message ? 貶低講話者 Discrediting the Speaker ? 使用情緒化的言詞 Using Emotional Words 16 Carrefour Department Head Training Hewitt Associates 不良的傾聽習(xí)慣 [二 ] Ineffective Listening Habits 2 ?在頭腦中預(yù)先完成說話人的語句 Mentally Finishing the Speaker39。s Trust in You ?給對方一個(gè)澄清或解釋的機(jī)會(huì) Gives Others a Chance to Clarify or Explain ?幫助對方澄清觀點(diǎn) Helps Other People Clarify Their Own Thinking ?強(qiáng)調(diào)要點(diǎn) Emphasizes Important Points 積極傾聽 [四 ] Active Listening 4 24 Carrefour Department Head Training Hewitt Associates 有效溝通 努力理解對方 理解與思考 [4耳 ] 靜下心來 [減少感情因素 ] 探究 [了解更多的信息 ] 再思考 [反饋你的理解 ] 評估 25 Carrefour Department Head Training Hewitt Associates Effective Communication Aiming for Understanding Understand Reflect [use 4 Ears] Pacify [to reduce emotional intensity]