1、初級管理發展培訓課程2022/7/24初級管理發展培訓課程ELEMENTARY MANAGEMENT DEVELOPMENT PROGRAM初級管理發展培訓課程Roles As A Supervisor 督導員的角色Effective Communication Skills 有效溝通技巧Motivation 激勵Leadership 領導法初級管理發展培訓課程ELEMENTARY MANAGEMENT DEVELOPMENT PROGRAM初級管理發展培訓課程MODULE 2 第二單元Effective Communication Skills 有 效 溝 通 技 巧初級管理發展培訓課程Co

2、urse Objectives 課程目標 At the end of the course, participants will be able to : 完成課程后，學員將會學會：Understand the fundamental concepts of communication了解溝通的基本概念Distinguish the advantages and disadvantages of one-way and two-way communication認清單向及雙向溝通的優缺點Commend the basis skills of effective communication掌握有

3、效溝通的技巧Demonstrate the active listening skills示范積極的聆聽技巧初級管理發展培訓課程Communication Process溝通過程SendersIdea發訊人意念WORDS語言文字Message訊息ReceiversIdea收訊人意念初級管理發展培訓課程Communication Process溝通過程當發訊人發出的意念與收訊人接收的意念吻合的話，有效的溝通過程發生初級管理發展培訓課程Exercise I 活動 I初級管理發展培訓課程III3初級管理發展培訓課程HOW WELL DO YOU COMMUNICATE ?您能掌握更有效的溝通技巧？

4、Try to recall Round 1 and 2 experience.請嘗試回憶您在第一及第二回合的經歷。初級管理發展培訓課程Communication Model溝通模式One Way Communication Model 單向溝通The message receiver was seen as a passive acceptor of messages收訊人被視為被動的訊息接收者Sender發訊人Sender收訊人Message訊息初級管理發展培訓課程我懂了！你懂我了嗎？初級管理發展培訓課程Communication Model溝通模式Two Way Communication

5、 Model 雙向溝通Sender發訊人Sender收訊人Message訊息Sender收訊人Feedback回饋This model includes feedback and non-verbal messages模式包括回饋及非語言的訊息 Sender發訊人初級管理發展培訓課程Advantages of One-Way Communication單向溝通之憂點 Fast 快One-Way Communication單向溝通初級管理發展培訓課程One-Way Communication單向溝通Disadvantages of One-way Communications 單向溝通之短處XN

6、ot Being Respect不被尊重X Unclear Message 訊息不清楚X Boring 沉悶XIncrease Mistakes 容易發生錯誤初級管理發展培訓課程Two-Way Communication雙向溝通Advantages of Two-Way Communication雙向溝通之憂點 Being Respect 被尊重 Clear Message 訊息清楚 Immediate Feedback 立即反饋 Reduce Mistakes減少錯誤初級管理發展培訓課程Two-Way Communication雙向溝通Disadvantages of Two-Way Com

7、munication雙向溝通之短處X Time Consuming 耗費時間初級管理發展培訓課程Exercise II 活動 II初級管理發展培訓課程黃綠紅藍黑橘綠橘白紅藍紅紅綠藍黑橘請按照顏色朗讀下面的字初級管理發展培訓課程Elements of Communication 溝通元素 I. Verbal語言文字The content of the message 訊息的內容II. Vocal聲音語調The use of the voice as an instrument 以聲音作為工具e.g. accent, tone, volume, pronunciation, speed and p

8、itch例：聲音的高低，速度的快慢，咬字清晰與否初級管理發展培訓課程III. Visual視覺影像Components of first impressions 第一印象之元素e.g. facial expressions, body language, eye contact, gestures, distance, grooming and posture, etc.例：面部表情，身體語言，眼神運用，手勢，姿態，人與人之間的距離和衣著等Elements of Communication 溝通元素 初級管理發展培訓課程Effective Communication Method有 效 溝 通

9、 方 法38%7%55%初級管理發展培訓課程Precision In Language 明確語言 The content must be relevant切題的內容Message should be presented logical and sensible切題及順序地表達意見Correct Pronunciation準確咬字發音Having adequate tone of voice and volume清晰聲線及聲音初級管理發展培訓課程Precision In Language 明確語言 Do not speak in monotone說話要有高低仰揚Avoid to use jarg

10、on or slang請勿運用術語或俚語Provide an opportunity that your receiver will be able to ask question讓收訊者有空隙提問Design your concise message by您可以運用以下的詞匯來設計一個簡潔的訊息WHY 為何WHEN 何時WHO 誰WHAT 什么WHERE 哪里HOW 怎樣初級管理發展培訓課程Body Language 身體語言 Body Language breaks down into four main categories :身體語言主要分為以下四部分:Face 面部表情 Remain

11、 calm, relax and with a smiling face, steady facial expression perform natural and rational behaviour盡量保持冷靜輕松的精神狀態，面帶誠懇愉悅的笑容。Eyes 眼神的接觸Sincerely and accompanies by a pleasant facial expression輕松愉快的表情。初級管理發展培訓課程Body Language 身體語言 Posture 姿勢Posture concerns the overall bearing of the body. We should f

12、ace to the person whom we talk to with a reasonable body distance, raise our heads, lean forward slightly to indicate attentiveness包括我們整個人的感官，我們應該面向對方，保持適當的距離，稍微的仰著頭及傾向于您的伙伴去，表示您的專注。Gesture 手勢Slow open palms and hands to demonstrate openness and support to match with relaxed facial expressions緩慢及放開的

13、手勢以展示您樂意接收和準備聆聽。初級管理發展培訓課程Listening Skills 聆聽技巧 Questioning 發問問題Closed ended questions 封閉式的問題“May I help you ?”“我可以為您效勞嗎？”“Will you go to the Bowling Competition tomorrow ?”“您是否會參加明天的保齡球比賽？” Open ended questions 開放式問題“What do you think about .?”“您對.有何感想？”“How do you feel about .?”“您對.有何意見？”初級管理發展培訓課

14、程Paraphrasing 重組、禪釋內容Always provide feedback to the speakers by 時常給予回饋及運用Repeating the message 重復句子Summarizing the messing總結整個訊息Reflecting feeling反映感受Listening Skills 聆聽技巧 初級管理發展培訓課程How To Be An Active Listener怎樣做一個積極的聆聽者I.Non Evaluative Listener 客觀中肯的聆聽者Does not make judgments about the person maki

15、ng the message and the message being received切勿對于發訊人或任何的訊息，做出即時的議論或批評，不可以先入為主。初級管理發展培訓課程II.Empathetic in Listening表示感同身受Attempts to fully understand the viewpoint of the other person盡量嘗試充分理解對方的立場。III.Provides Feedback給予回饋Conveys to the speaker that he or she is being understood讓發訊人知道您已經明白他的訊息。How To

16、 Be An Active Listener怎樣做一個積極的聆聽者初級管理發展培訓課程IV.Practices Attentive Body Language運用專注的身體語言Uses a relaxed natural posture and maintain eye contact to signal his or her interest to the speaker以自然輕松的姿態和眼神接觸來表示正在聆聽對方。Use Verbal encouragements運用鼓勵性語言Uses “uh-uh”, “go-on”, etc. to prompt the speaker and ind

17、icate interest適當地發出“嗯”、“繼續”、“我明白”、等字句是對方知道您正在專心的聆聽。How To Be An Active Listener怎樣做一個積極的聆聽者初級管理發展培訓課程VI.Listens for Total Meaning留心言外之音，聆聽整個全面內容Observes and understands the message given by the voice pitch, intonation and body language of the speaker除了語言文字，我們亦要留心發訊息者的音調及身體語言。VII. Avoid Doing Anything

18、 Else While Listening切忌分心，專心一致的聆聽。How To Be An Active Listener怎樣做一個積極的聆聽者初級管理發展培訓課程Elements Affect Communication 影響溝通的因素Attitude態度初級管理發展培訓課程Communication Objectives溝通的最終目的 Improve Efficiency 提高效率 Get the Job Done 把工作完成 Establish Good Relationship 建立更好關系 Develop Opportunity 創造機會 初級管理發展培訓課程SUMMARY總結初級管理發展培訓課程Question & Answer 答問時間初級管理發展培訓課程Thank you !謝謝你們的參與 初級管理發展培訓課程4 Key Functions of Management 主管的四項主要職責Planning 策劃 Organising 組織Controlling監察Leading 領導初級管理發展培訓課程 Competencies of Manage