1、PfH聊伽&COlUniONSKILLS寺Programme纟岡領肯Introduction介紹肯Communication溝通肯Presentation演示CONTENTS內容 |PROGRA1VIMEan interactive course/ 綱領個參與的課程Objectives目標：& Understand the elements of clear communication了解在清晰的溝通中有關的因素9 Develop different strategies for communicatingwith different types of people用不同的策略

2、與不同類型的人作溝通interesting and attention getting presentations創造一種使人感興趣和令人注目的方式礦Overcome fear and create right atmosphere克服害怕和制造正確的氣氛分Relate to the audience and get their conviction緊密聯系聽眾和取得他們的信任分Inspire their audiences to take action感激聽眾們采取參與的行動We spend almost all our lives communicating with and relati

3、ng toothers A few people are naturally good communicators but most of ushave to acquire and develop those skills. It requires extensive practice tobecome a good speaker and influence others.我們生活的人部分時間都耗費在與其他人的溝通上，某些人天 生就冇好的溝通能力，但大多數的人要去學得和建立那些技巧,這需要多方而的練習才能成為一個好的演說家和具有影響力的領導。Many good ideas were nev

4、er implemented because no oneever heardabout them Similarly, many good people have been overlooked during theircareers because no one else knew about their ideas. Their ability tocommunicate ideas is important within business and can make a bigdiflerence and improvement to everyone s lives.有很多好主意而從來

5、不會實施的原I大1,是沒有人聽取意見 ;很多人在他們的事業上被忽視的原因，同樣也是無人知道弾I護 意見。溝通技能在商業上是十分重要的，它能使一個人j出類拔粹和改善每INTRODUCTION介紹INTRODUCTION介紹 |一個人的生活。ULMAmong the Captains of Industry and world leaders not all have hadthe benefits of extensive formal education and yet they have risen to thetop e.g.,Richard Branson(Virgin). Every

6、leader must be able to communication well andget others to see their dreams and share their goals. Effective communication ispowerful.在著名企業的領導者和國際領導人z中，不是所有的人都經過正統的教育而受益，現在他們得以升至最高權位，例如理查德布萊森（維珍），每一個領導人要有良 ”爐 好溝通能力才能使得他人去了解他們的夢想和分享警 他們的目的。Zn 1This course is designed to emphasize the principles, illu

7、strate the tools andtechniques and provide opportunity to practice the methods outlined It showshow to overcome anxiety and become a better speaker. It is your chance to joinin and through participation, improve your skills when talking to largeaudiences.這個課程是設計用來研究出那些原則，例證，工具和科技及提供 機會去練習所講述的方法。它說服憂

8、慮和呈示如何去克服焦慮及 成為一個好的演說家，它給你一個好機會，使你來參力 和通過參與，改善你的技巧，在與大群觀眾面詢講話 時不怯場。INTRODUCTION介紹 |INTR介紹:COMMUNICATION溝通 |Dale Carnegie called the art of communicating the fundamental expressionof human personality.?Author Stephen Covey calls it the most importantskill in life 戴爾卡內基稱交流藝術為“個人性格的基本表達”。史蒂芬科維稱之為“生活中最重

9、要的技巧”OPoor internal communications and poor external communications, handicapgrowth the developing of people, and the positive evolution of a quality orcontinuous improvement process.內外交流的不暢對組織的成長，個人的發展，質量的改 進和連續的進步產生了很大的影響。今Q BARRIERS To COMMUNICATION/、溝通障礙 Not being fully aware of our own assumpti

10、ons, viewpoints, feelings andconstructs.不完全清楚自己的設想、觀點、感情和意圖。甘Not being fully aware of the assumptions, viewpoints, feelings andconstructs of those with whom we seek to communicate.不完全了解交流對象的設想、觀點、感情和意圖。Not bringing into harmony the above.未能成功地協調雙方的設想、觀點、感情和意圖。BARRIERS To COMMUNICATION溝通障礙分Lack of pr

11、oductive person-to-person contacts.缺乏有效的人與人z間的接觸。分Lack of a climate in which people feel to speak up and offer suggestion andideas.未能制造輕松的氣氛， 使雙方能自由地發表自己的觀點和意見。分Failureto listen carefully to what others have to say before offering comments orsuggestions在加以評價和提岀建議之前沒有仔細聽取對方的意見。1 BARRIERS To COMMUNICA

12、TION溝通障礙分Failure to listen to the emotional content of what othe沒有領會對方談話中的感情因素。分Lack of mutual trusts, respect and confidence.缺乏相互信賴和尊重，缺乏信任感。分Writing or speaking above the comprehension of the people withwhom we are communicating.書fti和口頭交流超出了對方的理解力。BARRIERS To COMMUNICATION溝通障礙刁Failure to evaluate

13、the effectiveness of our communications.對仝流的有效性缺乏止確的評價。刁Failure to involve associates in creative type conferences and motivethem contribute their ideas.SOME COMMON MISTAKES INCOMMUNICATION交流中常見的錯誤We talk too much and listen too little.We fail to listen empathetically.沒有投入地聽取對方意見。（設身處地）刁We are unawa

14、re of such non-verbal communicationas facial expressions, mannerism, and the like未能捕捉到面部表悄、眼神等非語言交流信息。（過于自信）沒冇刺激同伴發揮其創造力,意見。說得太7沒有鼓勵刁SOME COMMON MISTAKES INCOMMUNICATION交流中常見的錯誤刁We assume the rest problem is one thing, when it may besomething quite difference.自以為了解真正的問題，實際不然。（剛愎自用） 刁We donot recogni

15、ze the importance of the communication process.沒有認識到交流的重要性。（強權管理）刁We make the mistake of believing that all people behave inuniform ways, and we ignore their individuality 錯誤地認為所有人的行為方式相同，忽視了交流對象的 個性。（以一概全）SOME COMMON MISTAKES INCOMMUNICATION交流中常見的錯誤刁We fail to realize that most management problems

16、can be traced topoor communication.沒有意識到人多數管理問題都是交流不暢所致。（暢所欲言）刁We often forget that it is not just what we say that communicates ourthoughts to others, but what we uo.忘記了交流不僅僅需要語言，不需要行動（口是心非）COMMUNICATION交流LADDER階梯L = LOOK (EYE CONTACT)A = ASK問D = DO NOT INTERRUPTD = DO NOT CHANGE THE TOPIC不轉換話題EYES

17、UNDIVIDEDATTENTIONE = EMOTIONR = RESPONSE情感反應Listening聽 |看（眼YOUHEARTEARLEADTHE PROBLEM with LISTENING聽取意見時存在時的問題We dont Listen with the Intent to Understand.We Listen with the Intent to Respond IIGNORE COMPLETELY完全漠視對方的意見PRETEND TO LISTEN心不在壽地聽LISTEN SELECTIVELY有選擇地聽LISTEN ATTENTIVELY全神貫注地聽THECOMMUN

18、ICATIONSLOOP交流環我們聽取意見的動機并卄理解,而是反A Key to Reducing Misunderstanding減少誤解的關鍵Presentation andCommunication互相交換1Communication溝通Communication溝通PURPOSE :目的 convey information傳達訊息肯make something happen令某些事物發生處理資訊VISUAL視覺的like to be shown喜歡景象的AUDIO聽覺的like to be told喜歡談論的EMOTIONAL感覺的appeal to be feelings要求有感受

19、的REQUIRES PLANNING要求有計劃Processing Information3domCONSIDERATIONS 考慮:what information什么資料who intended for誰感興趣intended result預期結果how(method) 怎樣做(方法)AIM to be:purposedstructuredinvitingtimelyuser sensitive有目的的有組織有魅使用者有感受的Communication溝通CommunicationCommunication溝通USE使用facts（事實）evidence（木艮據）AVOID避免ambigu

20、ity（意義不明確）vagueness（含糊）Support contents with illustrations用圖解來支援內容ComCommunication溝通Lever = to suit user階段=使用者適宜的 style = corporate/person形式=團體的/個人的 apply standards 使用標準keep it simple/brief 保持簡單/簡短show courtesy/care展示殷勤/關懷PRACTICE GOOD USTENING練習此好聆聽find area(s) of interest找尋使感興趣的地方focus on content

21、not delivery焦點在丁-內容不是在傳達keep an open mind保持一個開放見解delay Judgment延遲作出判斷resist distraction抗拒令你分/煩擾的事物be flexible保存能變通的ComAUTHOR consider 作者一考慮where to start & end 曲哪里開始及完結what to include 包括什么ComComWRITING書寫aimfordefinition&clarityH標放在定義及清晰度don t chop down trees不要砍下樹木what to emphasise 強調什么INDEPE

22、NDEKTT REVIEW 另找他人播閱另找他人播閱Cross cultural Communications observe protocols注意夕卜交It儀 speak slowly說話慢慢地 avoid jargon避免術語 be sensitive是有感覺的 seek common areas尋找共合之處的 stick to script遵守原稿Cfbe polite & genuine要有禮的及真誠的要有禮的及真誠的多Input 輸入 what什么 when何時 where哪里 how long多久 who will attendSource 來源 business商業上

23、colleagues同事間 journals刊物 library圖書館 trade associations貿易社團 news media新聞媒介Presentation展示Information資訊誰會出席( (Swhatwill they expect/what to you?什么會是他們期待的/什么是你期待的？what is their knowledge of the subject?他們対題目有什么認識？ are their views favorable?他們的觀感是否贊同？ who are they & the likely age range?他們是誰及年齡范圍？dot

24、hey understand the vocabulary?他們會不會明白所用的用語？technical or non-technical?專業的或非專業的？will they be open mind?他們會不會有開放見解？what will most get their interest?什么最能取得他們的興趣？what should they remember?什么是他們應該記得的？Audience -assessmentI觀眾 -評估Audience -assessment1觀眾-評估|Audience types觀眾類別broad group 層面廣闊的觀眾be more infor

25、mal盡量用通俗性的/不拘禮儀use general example 取用一般例子select group 挑選的觀眾be more technical用專業性的用語recognize different types認識不同的Audience觀眾consider key重視重要的participantsparticipants 參與者aim at the decision makers目標放在那些有決定權的人anti cipate objects預計會有異議anticipate questions預計會有問題發問Planning計劃IPlanniPURPOSE 目的 explain解說Aim to get 目標取得是： Attention 注意 & Interest 和興趣。Also, if appropriate加之，如果適當的:Conviction確信,Commitment承諾Drafti1. writing3. organize組織4. w