有效溝通技巧

1、Vincent 何永光 (MBA; DipM ACIM)* 高級培訓顧問 Principal Training Consultant* 高級企業(yè)顧問 Principal Business Consultant是 的，我 們 正 在 交 流！ ECS（有 效 溝 通 技 巧）Yes, We Are Talking ! ECS (Effective Communication Skills) VH / ECS / 2010 培訓課題Training Topics溝通的開始溝通的改善沖突管理技巧人際關系管理技巧21345ECS從口頭到行動 ！6員工激勵和培養(yǎng)1. 溝通的開始The Beginning

2、 of Communication 1.1 我們是做什么生意呢 ？What Business Are We In ? 1.2 誰是我們的溝通對象 ？Who Are Our Communication Audience(s) ? 1.3 溝通目的Communication Objectives 1.3.1 小組討論（一）：我們通常會有哪些溝通目的呢 ？ Group Discussion I : What Are Some of Our Communication Objectives ?2. 溝通的改善The Improvement of Communication 2.1 良好溝通的 3 大原

3、則The 3 Principles of Effective Communication 2.2 成功溝通的 3 步驟3-Step Process of Successful Communication 2.3 體驗學習（一） ：“誰吃了我的蛋糕 ？” Experiential Learning I : “Who Ate My Cake ?”培訓課題Training Topics培訓課題Training Topics 2.4 溝通的基礎 - 信任The Foundation of Communication - Trust 2.4.1 與我們的同事、團隊成員（下屬）和上司建立信任 Establ

4、ishing Trust With Our Colleagues, Team Members (Staff / Subordinates) and Superiors a. 信任和坦誠的限制Limitations of Trust and Sincerity b. 坦誠的天然障礙Natural Obstacles of Sincerity c. 建立信任和坦率的過程Trust-cum-Sincerity Establishment Process d. 信任是如何被破壞的Ways That Trust Could Be Destroyed e. 體驗學習 （二） ：“請信任我吧 ！” Expe

5、riential Learning II : “Please Trust Me !” f. 建立信任的 6 大建議Six Suggestions for Building Trust g. 建立信任可信度的 5 大要素 5 Key Criteria For Establishing Trust / Credibility培訓課題Training Topics 2.5 自我測試（一） ：我有多羞怯呢 ?Self-Assessment I : How Shy Am I ? 2.6 小組討論（二） ：溝通的障礙Group Discussion II : Communication Obstacles

6、 2.7 不同溝通方式Various Communication Methods 2.8 團隊管理的溝通技巧Communication Skills Used in Managing Teams 2.9 案例討論（一）： 讓我們一起溝通 。 請幫幫 Peter 吧！ Case Discussion I : Let Us Communicate Together . Please Help Peter !培訓課題Training Topics3. 沖突管理技巧Conflict Management Skills 3.1 溝通沖突原因Communication Conflict Reasons 3

7、.2 溝通沖突解決方法Communication Conflict-Resolution Approaches 3.3 說服技巧Persuasion Skills 3.3.1 2 大說服方法2 Key Persuasion Methods 3.4 案例討論（二）：三位贏家！Case Discussion II : Three Winners ! 3.5 體驗學習（三）：有效的團隊溝通 建立我們的理想房子 ！ Experiential Learning III : Building Our Dream-Home With Effective Team Communication !4. 人際關系

8、管理技巧Interpersonal Management Skills 4.1 小組討論（三）：良好人際關系的 CSF Group Discussion III : CSFs of Good Interpersonal Relations 4.2 “3Q” ：充分應用 EQ 在我們的工作溝通中 The “3Q” : Making EQ Work Well In Our Work Communication 4.3 個性套分析Personality Profile Analysis 4.3.1 案例討論（三）：他是誰 ？Case Discussion III : Who Is He ? 4.4

9、口頭和非口頭（身體）溝通技巧Verbal and Non-Verbal (Body) Communication Skills 4.4.1 體驗學習（四）：您猜到了嗎？ Experiential Learning IV : Have You Guessed It ? 4.4.2 口頭溝通技巧Verbal Communication Skills培訓課題Training Topics 4.4.3 身體（非口頭）溝通技巧Body (Non-Verbal) Communication Skills a. VCD 討論（一）：您知道我在說什么嗎 ？ VCD Discussion I : Do You

10、Know What I Am Saying ? 4.5 聆聽技巧Listening Skills 4.6 提問方式Probing Methods 4.7 有效投訴管理技巧Effective Complaint Management Skills 4.7.1 投訴管理流程 7 大步驟7-Step Complaint Management Process 4.8 模擬練習（一）：讓我們合作得更密切 ！ Role-Play I : Let Us Work Closely Together !培訓課題Training Topics 4.9 有效談判技巧Effective Negotiation Ski

11、lls 4.9.1 談判目的Objectives of Negotiations 4.9.2 談判準備工作的 “3 W” 基本問題 The “3 W” Fundamental Questions of Negotiation Preparations 4.9.3 有用的談判小竅門Useful Negotiation Tips培訓課題Training Topics5. 員工激勵和培養(yǎng)Staff Motivation and Development 5.1 用愛去溝通 ：愛的力量 ！Communicating With Love : The Power of Love ! 5.2 了解我們的團隊成

12、員Understanding Our Team Members 5.2.1 冰山理論The Iceberg Theory 5.2.2 Johari 之窗Johari Window 5.2.3 需求層次金字塔Needs Hierarchy Pyramid 5.2.4 “B - T” 激勵原則The “B - T” Motivation Principle培訓課題Training Topics6. 往前邁進 ：從口頭到行動 ！Moving Forward : From Talk To Action ! 6.1 建立積極的心態(tài) ！Establishing Enthusiastic Mindset !

13、 6.1.1 朋友，您有一封信 ！Youve got mail, my friend ! 6.2 我的個人成功行動計劃 ！My Personal Success Action Plan ! 6.3 “最佳溝通者” 投票“The Best Communicator” Vote 6.4 讓我們一起成功吧 ！Let Us Succeed Together !培訓課題Training Topics“除非有認真和充分考慮的行動，否則您的目標永遠只是個目標?！薄癆 Goal would remain just a goal unlessaccompanied by Serious, Well-Though

14、t Actions.”“勝者是平凡的人，在不平凡的時間，有著不平凡的實力，做出不平凡的事。”“WINNERS are Ordinary MenWho do Extraordinary ThingsDuring Extraordinary TimesWith Extraordinary Strength.” Vincent 何永光 (MBA; DipM ACIM) VH / ECS / 2010 Speaker / Consultant ProfileVincent HO (MBA; DipM ACIM)Mr Vincent Ho graduated from UniSA (University

15、 of South Australia) with International Masters of Business Administration (MBA). He also holds a Post-Graduate Diploma in Marketing (DipM ACIM) from Chartered Institute of Marketing (United Kingdom). Mr Vincent Ho is a Singapore citizen. His native language is English, and he is also fluent in Puto

16、nghua (Mandarin), Cantonese and Minnanyu (Hokkien).Vincent Ho is currently a Training and Business Consultant in Greater China. During his more than 20 years (including more than 10 years in Greater China) of training and market experiences in Asia, Vincents professional experiences include : Consul

17、tant, Strategists Consultancy Ltd, China CCO (Chief Consulting Officer), Hong Kong public-listed Dong Jian Group, China Senior Sales Manager, Singapore-invested TeeYihJia (Fujian) Brewery Co Ltd, China Sales Training Manager, Singapore Telecom Regional Sales Manager, IVCC (International Video Confer

18、encing Center) Account Manger, YTJ-Kent Total Communications Pte Ltd Insurance Agent, AIA Co LtdI / IISpeaker / Consultant ProfileVincent HO (MBA; DipM ACIM)During his nearly 11 exciting years at Singapore Telecom, Vincent Ho was also a member of the companys Customer Service Committee planning and

19、managing the companys Customer Service Program/ Project, as well as training the companys staff to provide better customer service.Additionally, Vincent Ho has had also been the Training Consultant for Telekom Publications Sdn Bhd (Telekom Malaysia) during 1991 - 1994. Also, Vincent Ho has had helpe

20、d in setting-up the Hong Kong subsidiary office as well as attending the press conference in Bangladesh.Vincent Ho is also the .1. Guest Speaker at .1.1 2009 International SMSG (Sales Management for Sales Growth) Seminar - 16 October 2009, Beijing1.2 International Sales Managers Forum - 10 March 201

21、0, Shanghai2. Senior Guest Lecturer at . Shanghai Fudan University.II / IIVincent Ho is also a skilled Training and Business Consultant conducting various management workshops, seminars, in-house training and pubic seminars.Vincents International Training and Business Consultancy Clients include :Si

22、ngaporeIndia1. Singapore Telecom 1. Integrated Databases India Ltd2. SingTel Yellow Pages Pte Ltd3. Professional Software (S) Pte Ltd The Philippines4. International Video-Conferencing Center1. Integrated Marketing Services (Phil) Inc5. Ministry of Manpower (M.O.M.) TaiwanMalaysia 1. DHL Express (Ta

23、iwan) Corp.1. Integrated Information (M) Sdn Bhd2. Integrated Media Services (Taiwan) Co Ltd2. Telekom Publications Sdn Bhd Hong Kong (A member of Telekom Malaysia) 1. Integrated Information (HK) Ltd 2. Swire Beverages (Coca Cola)Indonesia 3. Heineken Hong Kong Ltd.1. PT Media Dutaservisindo 4. Axal

24、to (A Schlumberger company) 5. Sun Microsystems (China) Co., Ltd. 6. Brigantine Group (Maersk)Macau1. Hotel Royal MacauLondon2. The Youth Committee of Macau Chamber of Commerce1. ZTE (UK) LimitedSpeaker / Consultant ProfileVincent HO (MBA; DipM ACIM)Vincent Hos (MBA; DipM ACIM)“China” Training Consu

25、ltancy Clients include :FMCG (Fast-Moving Consumer Goods)1. General Mills2. Cadbury Co., Ltd.3. Coca-Cola (China) Beverages Ltd.4. Pepsico Foods (China) Co., Ltd.5. Shenzhen Pepsi-Cola Beverage Co. 6. Heineken Brouwerijen B.V. 7. Bacardi China8. Anchia Milk Products (GZ) Ltd. (New Zealand Milk)9. In

26、ternational Nutrition Co., Ltd. (Dumex)10. Shenzhen Amoy Foods Co., Ltd.11. Guangzhou Danone Yoghurt Co. Ltd12. Shanghai Danone Biscuits Foods Co., Ltd.13. Robust Group14. Mr. Kon (Master Kong) Instant Noodles (Guangzhou TingYi International Food Co., Ltd.)15. Mr. Kon (Master Kong) Biscuits (Guangzh

27、ou Ting Yuan Food Co., Ltd.)16. Guangdong Nanfang Lee Kum Kee Health Products Co., Ltd. (NFLKK)17. Shanghai Fortune Food Co., Ltd.18. HaiTian Flavouring19. GuangXi BaiXing NanFang Food Co., Ltd. (Havle Food)20. TeeYihJia (Fujian) Brewery Co Ltd21. Beijing XiangLong Guans Medicine & Health Care Produ

28、cts Co., Ltd.22. Henkel (China) Investment Co., Ltd.23. Nu Skin (China) Daily-Use & Health Products Co., LTD.24. Shanghai Salt Industry Corporation, CNSGTelecommunication1. China Unicom Limited (Unicom)2. Shanxi Communication Corporation (CNC)3. Hebei Communications Corporation (CNC)4. Hubei Mobile

29、Communications (China Mobile)5. Shandong Mobile Communication Co. Ltd. (China Mobile)6. Ningxia Mobile Communications (China Mobile) 7. Guangdong Mobile Communication Co. Ltd. Dongguan Branch (China Mobile)8. Shanghai Telecommunications Corp. (China Telecom)9. Jiangsu Telecom Company Limited (China

30、Telecom)10. Guangdong Poson Technology Co., Ltd. (China Telecom)11. ZTE Corporation12. Guangdong Ricsson Enterprises Co., Ltd.13. Shanghai Symphony Telecommunications Co., Ltd. (Unisiti)14. Ericsson (China) Communications Company Ltd.15. Siemens Shanghai Mobile Communications Ltd.16. Guangdong Norte

31、l Telecommunications Equipment Co. Ltd.17. UT Starcom Telecom Co., Ltd.18. Shanghai Cable Network Co., Ltd. (SCN)19. Andrew Telecommunications (China) Co. Ltd.20. Bekaert Management (Shanghai) Co., Ltd.21. TD Tech Ltd.Vincent Hos (MBA; DipM ACIM)“China” Training Consultancy Clients include :Vincent

32、Hos (MBA; DipM ACIM)“China” Training Consultancy Clients include :IT1. Analog Devices2. Atos Origin3. Silicon Graphics, Inc. (SGI)4. Sun Microsystems (China) Co., Ltd.5. China Hewlett-Packard Co. Ltd. (HP)6. Hewlett-Packard Global Delivery China Center (HP-GDCC)7. Fuji Xerox (China) Limited8. Axalto

33、 (A Schlumberger company)9. Schlumberger Technologies (Asia) Ltd.10. Autodesk Far East Co., Ltd11. Shanghai Wecosmos Information Technology Co., Ltd.12. Wicresoft13. Shanghai NetStar Systems Co., Limited (Member of NetStar Group)14. Shanghai KingDee Software Tech. Co., Ltd.15. Tencent Technology (Sh

34、enzhen) Company Limited (“QQ”)16. Beijing Sina Information Technology Co., Ltd. ()17. PA Online (PA)18. Shanghai Shine Energy Information Technology Development Co., Ltd.19. Nanjing HopeRun (IT-Forest) Information Systems Co., Ltd.20. Chutian Dragon Industry Co., Ltd.Media1. Beijing Dentsu Advertisi

35、ng Co., Ltd.2. ZenithOptimedia (ZOG)3. STV Greatsports Channel - Shanghai Media Group (SMG)4. Ringier Trade Publishing Ltd.5. NanFang Daily6. CCH AsiaMarket Research1. Oracle Added Value (WPP Group)Finance and Insurance1. OCBC Bank (China) Limited2. Guotai Junan Securities Co., Ltd.3. Shenzhen Devel

36、opment Bank Co., Ltd. (SDB)4. China Merchants Bank Credit Card Center5. Mizuho Corporate Bank6. Fortis Haitong Investment Management Co., Ltd.7. East Asia Electronic Data Processing (Guangzhou) Limited (BEA Bank of East Asia)8. China Minsheng Banking Corp.9. American International Assurance Company,

37、 Limited (AIA)10. CITIC-Prudential Life Insurance Company Limited11. AEGON-CNOOC Life Insurance Co., Ltd.12. United MetLife Insurance Company Limited13. The Tai Ping Insurance Company, Ltd.14. Haier New York Life Insurance Company Limited15. China Life Insurance Company16. Huatai Insurance Company of China LimitedVincent Hos (MBA; DipM ACIM)“China” Training Consultancy Clients include :Printing1. Brady Co., Ltd.2. Shenzhen DBS (Shenzhen Donnelley Bright Sun Prin