1、Basic Communication Techniques 基础沟通技巧,An Empty Glass 一个空杯,空杯心态,Housekeeping Notes 课堂纪律,The training will last around 4 hours本次培训将持续约4小时 Coffee break - 10 minutes课间休息 - 10分钟 No moving or answering the phone if nothing is urgent如无紧急事务，请勿随意走动及接电话 Mindful of your mobile 请将手机调为振动或静音,Leadership Competenci
2、es 领导素能,Customer Focus/ Quality 以客为尊/ 品质,Managing People 人员管理,Managing Change 变革管理,Managing the Business 商业管理,Leadership Competencies 领导素能,Managing People 人员管理,Communications沟通,领导力期望,实践凯悦价值体现服务热情实施凯悦使命,激励鼓舞他人鼓励支持变革提倡促进学习,核心素能,高质工作达成目标群策群力,有效沟通主动精干 以客为尊,Course Objectives 课程目标,Determine when best to u
3、se one or more of the major forms of communication: verbal, visual or written 沟通时机与形式 Use each form of communication effectively 擅用每一种沟通形式 Encourage communication feedback 鼓励沟通时的反馈 Make best use of enablers for effective communication 运用有效沟通的强化剂,Communication 沟通的定义,Any act by which one person gives
4、to or receives from another person information about that persons needs, desires, perceptions, or knowledge. 沟通是一个人传达或接收信息的过程。这些信息包括：需求、期望、看法与知识。,Effective Communicator 高效能沟通者,The effective communicator needs to be both a transmitter and a receiver. 高效能的沟通者需要兼顾传送者及接收者的角色,Methods of Communication 沟通的
5、方式,Verbal 口头 Visual 视觉 Written 书面,Think Through 思考问题,What is the most common difficulty you meet at work over the content of the various communications you receive?在你接收各类沟通信息的内容中，你遇到的最大困难是什么？ In your experience of transmitting information to others in the hotel, what are the most common problems or
6、difficulties you encounter?当你在酒店内传递信息给他人时，你认为什么是你遇到的最大问题或困难？ From your experience, what are some of the most common problems in getting the information through the intended recipient?在你的经验中，你认为哪些问题是你从他人那里获得信息的最大障碍？,Make a Guess 猜测一下,Effective Communication 有效的沟通,Know who needs what information and when 知道谁该在何时需要什么资讯 Choose and effectively use the most appropriate communication technique选择以及有效地运用最恰当的沟通技巧 Know how to listen effectively 知道如何有效地倾听 Help others to communicate effectively 协助他人有效地沟通,Methods of Communication 沟通的方式,Verbal 口头 Visual 视觉 Written 书面,
