1、演示与沟通技巧,CONTENTS 内容,Programme 纲领Introduction 介绍Communication 沟通Presentation 演示,PROGRAMMEa two day interactive course 纲领一个为期二日的参与的课程,Objectives 目标： Understand the elements of clear communication了解在清晰的沟通中有关的因素 Develop different strategies for communicating with different types of people用不同的策略与不同类型的人作沟
2、通,Create interesting and attention getting presentations创造一种使人感兴趣和令人注目的方式Overcome fear and create right atmosphere克服害怕和制造正确的气氛Relate to the audience and get their conviction紧密联系听众和取得他们的信任Inspire their audiences to take action感激听众们采取参与的行动,Day 1 0900 to 1715 hours 第一日 0900 至 1715,Course Introduction 课
3、程介绍 0900 principles of communication 沟通的原理 0930reality and perception 真实和领会 1045 types of communication 沟通和种类 1130communication strategies 沟通策略 1200Lunch 午餐 1230Presentation - 1 展示1 1330Presentation - 2 展示2 1545 Summary 摘要 1700,Day 2 0900 to 1700 hours 第一日 0900 至 1700,Presentation - 3 展示3 0900Lunch
4、午餐 1230Presentation - 4 展示4 1330Review and close 回顾与总结 1700There will be short breaks at mid-mornings and mid-afternoons 在早上和下午会期间会有短暂休息,INTRODUCTION 介绍,We spend almost all our lives communicating with and relating to others. A few people are naturally good communicators but mostof us have to acquir
5、e and develop those skills. It requires extensivepractice to become a good speaker and influence others.我们生活的大部分时间都耗费在与其他人的沟通上，某些人天生就有好的沟通能力，但大多数的人要去学得和建立那些技巧，这需要多方面的练习才能成为一个好的演说家和具有影响力的领导。,Many good ideas were never implemented because no one ever heard about them. Similarly, many good people have
6、been overlooked during their careers because no one else knew about their ideas. Theirability to communicate ideas is important within business and can make a big difference and improvement to everyones lives. 有很多好主意而从来不会实施的原因，是没有人听取意见；很多人在他们的事业上被忽视的原因，同样也是无人知道他们的意见。沟通技能在商业上是十分重要的，它能使一个人出类拔粹和改善每一个人的
7、生活。,INTRODUCTION 介绍,Among the Captains of Industry and world leaders not all have had the benefits of extensive formal education and yet they have risen tothe top e.g., Richard Branson(Virgin). Every leader must be able to communication well and get others to see their dreams and share theirgoals. E
8、ffective communication is powerful. 在著名企业的领导者和国际领导人之中，不是所有的人都经过正统的教育而受益，现在他们得以升至最高权位，例如理查德布莱森（维珍），每一个领导人要有良好沟通能力才能使得他人去了解他们的梦想和分享他们的目的。,INTRODUCTION 介绍,This course is designed to emphasize the principles, illustrate the toolsand techniques and provide opportunity to practice the methods outlined. It
9、 addresses 慺ear?and shows how to overcome anxiety andbecome a better speaker. It is your chance to join in and through participation, improve your skills when talking to large audiences.这个课程是设计用来研究出那些原则，例证，工具和科技及提供机会去练习所讲述的方法。它说服忧虑和呈示如何去克服焦虑及成为一个好的演说家，它给你一个好机会，使你来参加和通过参与，改善你的技巧，在与大群观众面前讲话时不怯场。,INTRO
10、DUCTION 介绍,COMMUNICATION 沟通,Dale Carnegie called the art of communicating 搕he fundamental expression of human personality.?Author Stephen Covey calls it 搕he most important skill in life.戴尔卡内基称交流艺术为“个人性格的基本表达”。 史蒂芬科维称之为“生活中最重要的技巧”。 Poor internal communications and poor external communications, handic
11、ap growth the developing of people, and the positive evolution of a quality or continuous improvement process.内外交流的不畅对组织的成长，个人的发展，质量的改 进和连续的进步产生了很大的影响。,BARRIERS To COMMUNICATION 沟通障碍,Not being fully aware of our own assumptions, viewpoints, feelingsand constructs.不完全清楚自己的设想、观点、感情和意图。Not being fully
12、aware of the assumptions, viewpoints, feelings andconstructs of those with whom we seek to communicate. 不完全了解交流对象的设想、观点、感情和意图。Not bringing into harmony the above.未能成功地协调双方的设想、观点、感情和意图。,Lack of productive person-to-person contacts.缺乏有效的人与人之间的接触。 Lack of a climate in which people feel to speak up and
13、offer suggestion and ideas.未能制造轻松的气氛，使双方能自由地发表自己的观点和意见。Failure to listen carefully to what others have to say before offeringcomments or suggestions在加以评价和提出建议之前没有仔细听取对方的意见。,BARRIERS To COMMUNICATION 沟通障碍,BARRIERS To COMMUNICATION 沟通障碍,Failure to listen to the emotional content of what others are say
14、ing没有领会对方谈话中的感情因素。Lack of mutual trusts, respect and confidence.缺乏相互信赖和尊重，缺乏信任感。Writing or speaking above the comprehension of the people withwhom we are communicating.书面和口头交流超出了对方的理解力。,Failure to evaluate the effectiveness of our communications.对交流的有效性缺乏正确的评价。 Failure to involve associates in creat
15、ive type conferences and motive them contribute their ideas. 没有刺激同伴发挥其创造力，没有鼓励他们发表自己的意见。,BARRIERS To COMMUNICATION 沟通障碍,SOME COMMON MISTAKES IN COMMUNICATION 交流中常见的错误,We talk too much and listen too little.说得太多，听得太少。（夸夸其谈） We fail to listen empathetically.没有投入地听取对方意见。（设身处地） We are unaware of such no
16、n-verbal communication as facial expressions, mannerism, and the like.未能捕捉到面部表情、眼神等非语言交流信息。（过于自信）,SOME COMMON MISTAKES IN COMMUNICATION 交流中常见的错误,We assume the rest problem is one thing, when it may be something quite difference. 自以为了解真正的问题，实际不然。(刚愎自用） We do not recognize the importance of the commun
17、ication process.没有认识到交流的重要性。（强权管理） We make the mistake of believing that all people behave in uniform ways, and we ignore their individuality.错误地认为所有人的行为方式相同，忽视了交流对象的个性。（以一概全）,SOME COMMON MISTAKES IN COMMUNICATION 交流中常见的错误,We fail to realize that most management problems can be traced to poor commun
18、ication.没有意识到大多数管理问题都是交流不畅所致。（畅所欲言） We often forget that it is not just what we say that communicates our thoughts to others, but what we do.忘记了交流不仅仅需要语言，不需要行动。（口是心非）,LADDER 阶梯 L = LOOK (EYE CONTACT) 看（眼神接触） A = ASK 问 D = DO NOT INTERRUPT 不打断他人 D = DO NOT CHANGE THE TOPIC 不转换话题 E = EMOTION 情感 R = RE
19、SPONSE 反应,COMMUNICATION交流,Listening 听,EAR,YOU,LEADERSHIP,HEART,EYES,UNDIVIDED ATTENTION,THE PROBLEM with LISTENING听取意见时存在时的问题,We dont Listen with the Intent to Understand,We Listen with the Intent to Respond!我们听取意见的动机并非理解，而是反应,IGNORE COMPLETELY完全漠视对方的意见,PRETEND TO LISTEN心不在焉地听,LISTEN SELECTIVELY有选择地
20、听,LISTEN ATTENTIVELY全神贯注地听,THE COMMUNICATIONS LOOP交流环,Information信息,Receiver接收信息者,Sender 发出信息者,Feedback 反馈,A Key to Reducing Misunderstanding减少误解的关键,Presentation and Communication skills,展示及沟通技巧,互 相 交 换,Communication 沟通,Communication沟 通,PURPOSE : 目的convey information传达讯息make something happen令某些事物发生,
21、REQUIRES PLANNING 要求有计划,Processing Information 处理资讯,3 dominant approaches:,VISUAL 视觉的 like to be shown 喜欢景象的,AUDIO 听觉的 like to be told 喜欢谈论的,EMOTIONAL 感觉的 appeal to be feelings 要求有感受的,Communication沟 通,CONSIDERATIONS 考虑：what information 什么资料who intended for 谁感兴趣intended result预期结果how(method) 怎样做（方法）,
22、Communication沟 通,AIM to be:,purposed 有目的的 structured 有组织的 inviting 有魅力的 timely 合时宜的user sensitive 使用者有感受的,Communication沟 通,USE 使用facts（事实）evidence （根据）AVOID 避免ambigulty（意义不明确）vagueness（含糊）,Communication沟 通,Support contents with illustrations 用图解来支援内容,Communication沟 通,Lever = to suit user 阶段 使用者适宜的 s
23、tyle = corporate/person形式 团体的/个人的 apply standards 使用标准 keep it simple/brief 保持简单/简短 show courtesy/care 展示殷勤/关怀,Communication沟 通,PRACTICE GOOD LISTENING 练习良好聆听 find area(s) of interest 找寻使感兴趣的地方focus on content not delivery 焦点在于内容不是在传达上keep an open mind 保持一个开放见解delay judgment 延迟作出判断resist distraction
24、 抗拒令你分/烦扰的事物be flexible 保存能变通的,Communication沟 通,WRITING 书写 aim for definition & clarity 目标放在定义及清晰度dont chop down trees 不要砍下树木,Communication沟 通,AUTHOR - consider 作者 考虑where to start & end 由哪里开始及完结what to include 包括什么what to emphasise 强调什么,Cross - cultural Communications 多种文化的沟通,observe protocols 注意外交
25、礼仪speak slowly 说话慢慢地avoid jargon 避免术语be sensitive 是有感觉的seek common areas 寻找共合之处的stick to script 遵守原稿,Presentation 展示,Presentation 展示,Input 输入what 什么when 何时where 哪里how long 多久who will attend 谁会出席,Information 资讯,Source 来源business 商业上colleagues 同事间journals 刊物library 图书馆trade associations 贸易社团news media
26、 新闻媒介,Audience - assessment 观众 评估,what will they expect/what to you? 什么会是他们期待的/什么是你期待的？what is their knowledge of the subject?他们对题目有什么认识？are their views favorable?他们的观感是否赞同？who are they & the likely age range?他们是谁及年龄范围？,do they understand the vocabulary?他们会不会明白所用的用语？technical or non-technical?专业的或非专
27、业的？will they be open mind?他们会不会有开放见解？what will most get their interest?什么最能取得他们的兴趣？what should they remember?什么是他们应该记得的？,Audience - assessment 观众 评估,Audience types 观众类别,broad group 层面广阔的观众be more informal 尽量用通俗性的/不拘礼仪use general example 取用一般例子select group 挑选的观众be more technical 用专业性的用语,consider key
28、重视重要的participants 参与者aim at the decision makers 目标放在那些有决定权的人anticipate objects 预计会有异议anticipate questions 预计会有问题发问,Audience 观众,Planning 计划,Consider a checklist 考虑一个核对表: before 要做的是之前 on the day 在当天 during 过期间 after 之后,Planning 计划,PURPOSE 目的explain 解说inform 通知get conviction 取得确信get action 取得动作反应enter
29、tain 娱乐性,Drafting 草稿,1. writing objective 写下方针 2. note down ideas 记下观念 3. organize 组织 4. write opening 写出开场白 5. write speech 写出演讲稿 6. write conclusion 写出结果 7. edit, re-write 修改，回顾,Planning 计划,Aim to get 目标取得是：Attention 注意& Interest 和兴趣。 Also, if appropriate 加之，如果适当的：Conviction 确信 ,Commitment 承诺 ,Agr
30、eement 认同。,Planning 计划,Focus on one main theme 焦点在一个题目Keep it simple, dont overload 保持其简洁，不要充填过多Test by condensing into one minute 测试将它浓缩成一分钟！,Planning 计划,INTRODUCTION 引导Say what you will tell 讲你想讲的 DEVELOPMENT 发展Tell them - 告知他们(3 thing 3 ways 3 times) 三件事，三种方法，三个时间 CONCLUSION 结论Say what you told t
31、hem 讲你告诉他们的 THANKS 多谢,Preparation 预备工夫,prepare early 提前准备write it down 写下来go over it - silently 阅读一遍不作声的go over aloud - often 高声读出经常地record it 录音try on family 向家人作练习,Supporting materials 支援材料,overheads 投影片computer slides 电脑幻灯片videos/films 录影带/影片others 其他,Overheads 投影,keep simple 保持简单4 - 6 dot points
32、 only 只有四至六个论点的圆点use colour 用色illustrate simply 简单地解释confine to one topic 限制在一个题目allow av. 5 mins each 每一张容许约五分钟,Overheads 投影,Font size (24pt minimum) 字体面积（最小24针）,Adopt same standards and style throughout 在整个过程中采用相同的标准和形式Dont photocopy from normal text or A4 pages 不要从一般原文或A4纸页翻印,Rehearsal 预习,Learn t
33、he material and not the words 学习那些材料而不是文字Memorise opening 记熟开场白Practice using a mirror 用镜子自我练习,Anxiety 焦虑,A natural reaction 这是一个自然反应 learn to control it 学习如何控制它,Anxiety 焦虑,know the topic 审阅题目know the audience 了解听众organise yourself 组织工作practice & rehearse 练习及预演focus on the topic 焦点放在题目上,Anxiety 焦虑,v
34、isualise/walk it 想像/在现场through (from arrival) （由到达）practice with the 练习使用仪器equipment etc. 或供应等breathe deeply 深呼吸tense & relax muscles 拉紧或放松肌肉dont hold papers or finger things 不要用手取东西focus on audience (eyes) 焦点在观众的眼睛,外观 appearance站立要直 stand straight正常地呼吸 breathe deeply练习移位 practice movement,Presentat
35、ion 展示,be enthusiastic 有热诚的establish eye contact 建立眼部接触move around 向四处移动be brief 保持精简do your best 做你最好的YOU ARE THE EXPERT 你是个专家,On arrival 在到达时,Be early 要提早use checklist 取用核对表room - layout, lighting, temperature, exit, reception & manning 场所：陈设、光线、温度、出路、接待处和接待人员boards and display 展示板和陈列pens and poin
36、ters 笔和指针handouts, name cards 分发的印刷品、名片,Before you start 上台之前,check equipment 检查供应品plugs and leads 插座和电源light switches 灯光管制how to use 使用方法test & set up 测试和装置positioning 位置back - up 支援,Delivery 演说的态度,practice being comfortable练习到 随意的程度,dont hide 不要隐藏,use bold movements animate 用强调的动作 有活力的,make your e
37、ye contact 用眼部接触微笑,Delivery 演说的态度,talk more loudly 说话大声点address the corners 向在角落的观众称呼avoid monotone 避免无变化地说talk more slowly 说话缓慢点use pauses 用暂停（间中稍作短暂停顿）,Delivery 演说的态度,To hold attention 保持注意力ask questions 询问问题take short breaks 采用短暂休息vary pace 采用不同的进度use vivid anecdotes 用生动的趣闻轶事,Av. attention span 1
38、0 mins.一般注意力时间为10分钟。,Delivery 演说的态度,Read speech 阅读演讲稿safest 要谨慎地more polished 更精练的need rehearsal 需要排演的lacks spontaneity 缺少自然感,Delivery 演说的态度,tell stories 讲述故事use word pictures 用生动的描述字句movement 动态humour 幽默？損rops?“小道具”short (av. time 20 mins) 简短（大约时间二十分钟）,Delivery 演说的态度,Control overhead 控制幻灯展示Dont blo
39、ck projection 不要挡住投影仪feed materials one way 摆放材料从一个方向keep tidy - you may need to refer back 保持整洁方便你再需要时用,Delivery 演说的态度,6 8 inches 68 英寸距离 Dont block face 不要阻挡脸部 speak naturally 自然地说话,dont point 不要指点 dont handle, tap or blow 不要处理，轻敲或吹动 check before use 在用之前先检查 use clip-on, if available 可以的话用夹子夹着,Cre
40、dibility 可靠性,be honest 表现真诚的 understand viewpoints 明白着眼点show you are the expert 表现你是那方面的专家use facts (not too many) 用事实（不要太多）quote authorities 引述权威的著作raise questions 提出问题invite questions 邀请问题,Questions 问题,anticipate 预计What you may be asked 你可能被问及到的一些问题prepare some to ask 准备一些问题,Questions 问题,give time
41、ly feedback 给予合时宜的回应add interest 加些趣味性enable reinforcement 提供帮助的物品allow spontaneity 容许自然发生的boost credibility 提高可靠性,Questions 问题,welcome them 欢迎它们decide when在适当时作决定,after - more usual 事后更平常的during - good for training 事中是好的锻练before - warm-up & focus 事前热身和焦点(big audience - use cards)（大群观众用卡片）,Questions
42、 问题,listen 聆听：repeat the question 重复那些问题(expect small groups 除非是小型群众)pause 暂停answer 回答,Questions 问题,Dont know - say so不知道 就说出,Emotive: re - phrasebefore answering使感动的：在回答之前改述,Awkward or tricky:bridge or cushion棘手的/难处理的跨越掩盖,Conflict 冲突,Be direct 要直接dont argue 不要争论focus on the problem 焦点集中在问题上avoid oa
43、ded words 避免“装腔作势”的词句seek areas of agreement 寻找认同之处,Television / Video 录影和电视播送,Dont talk to the camera - talk to a friend (stood or sat beside it).不要对着镜头讲向旁边站着或坐着的朋友讲Dont raise voice or use big gestures.不要提高嗓门或者用较大的手势Be brief, factural and inviting.用词简洁、实际、生动,Prepare carefully 细心准备,Television / Vide
44、o 录影和电视播送,Dress carefully, plain colours are best. No distractions. Men should wear long socks.注重衣着，素色最好；不要选戴分散注意力的东西；男士应穿过短的短袜Remember cameras magnify.记住镜头会扩大影像,Radio 广播,Use a script 取用广播原稿:Dont rustle papers不要弄得纸沙沙作响Dont raise voice but do vary the tone不要抬高音量而要使音调有变化Talk as through to a friend (face to face)应当象和一个朋友讲话(面对面地) Dont talk over someone else不要离题Remember microphones magnifynoise记着麦克风能扩大声音,Presentation 展示,Dont apologise 不要道歉Be natural 自然的Be brief 简短的Be short 不要拖长- Stand up 站起- Speak up 讲出- Shut up! 结束,尽情享受它,
