五星级酒店有效沟通培训手册

五星级酒店有效沟通培训手册内容摘要：

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. 克服沟通中的障碍需要集中精力并用心。 双向沟通总是比只是简单地告诉他人信息并希望他人理解而更具挑战性。 要成为一个出色的沟通者，请遵循有效沟通循环。 德信诚培训网 更多免费资料下载 请进： 好好学习社区 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. 如你在循环中看到的，单向沟通对于分享信息及想法是无效的沟通方法。 那是因为它没能满足沟通的 两种基本需求 个人需求和实际需求。 Examples of personal needs 个人需要的实例 ：  People need to feel that they’ re being taken seriously 人们需要感到倍受重视  People need to feel involved in the discussion 人们需要感到参与了讨论 OPEN 开始 CLARIFY 澄清 AGREE 达成一致 CLOSE 结束 DEVELOP 发展 德信诚培训网 更多免费资料下载 请进： 好好学习社区  People need to feel that they are being listened to and are understood 人 们需要感到被倾听和理解 A good way to meet people’ s personal needs in munication is to use the following key principles 在沟通中满足人们的个人需求的一个好的方法是运用以下关键要素 :  Maintain or enhance selfesteem 保持并提升自尊  Listen and respond with empathy 倾听并给予具同理心的反馈  Ask for help and encourage involvement 寻求帮助并鼓励参与 德信诚培训网 更多免费资料下载 请进： 好好学习社区 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. 在有效的沟通中这些关键要素是满足个人需求的钥匙。 它帮助人们对沟通过程和自身感觉良好。 他们感到有人倾听并被理解，并且感到他们是沟通中重要的一部分。 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. 实际需求是展开讨论的原因，这种需求必须得到满足。 无论是脑力风暴、解决问题或收集信息，满足了实际需求的沟通才是成功的沟通。 In order to meet the practical needs of the munication, the following steps must be taken when we go through the effective munication cycle. 为了满足沟通中的实际需求，在我们进入有效沟通循环时，必须采取以下步骤： i. OPEN with “ What” and “ Why”。