3. Course Ground Rules课程规则Volunteers 自愿参加
Confidentiality 畅所欲言
No Hierarchy 不分级别
Out of Office 有始有终
Timeliness 遵守时间
Focus more on screen/Refer to booklet after class
专注课程
Enjoy Yourself 学有所获
23. 你想喝什么?Filter
过滤Filter
过滤123456Potential for Communication Errors 沟通错误的可能性
24. THE COMMUNICATION PROCESS沟通程序SPEAKER
说话者 LISTENER
倾听者THOUGHT: What is it I want to send?
考虑:我想表达的是什么?ACTION: Find the audio visual means to SIGNAL
动作:找出听觉和视觉上的动作表情发出沟通信息
ACTION: Faultless reception of SIGNALS
动作:正确无误地接收沟通信息THOUGHT: Integrates into
MEANING
考虑:将得到的信息结合转化为对方要表达的意思
INTENT
意图EFFECT
效果
25.
Seek First To Understand
首先要努力理解别人
Then To Be Understood
然后努力争取被别人理解THE PRINCIPLES OF COMMUNICATION
沟通原则
26.
DIAGNOSING
诊断
VS
PRESCRIBING
开 药THE BENEFIT OF SEEK FIRST TO UNDERSTAND
首先努力理解别人的好处
27.
70% OF OUR WAKING MOMENTS = COMMUNICATION
我们百分之七十的醒着的时间 = 交流
9% Writing 书写
16% Reading 阅读
30% Talking 交谈
45% Listening 倾听
FORMS OF COMMUNICATION
交流的结构
29. IGNORING 忽略不见
PRETENDING 假装在听
SELECTIVE 有选择地听
ATTENTIVE 集中注意力地听
EMPATHIC 用心投入地听THE FIVE LEVELS OF LISTENING
倾听的五种态度
30. CHINESE SYMBOL To Listen
中文听字的符号构成Ear
耳朵Plus - 加One - 一Heart - 心Eye - 眼睛
31. CHINESE SYMBOL To Talk
中文谈 字的符号构成Words
说话 Fire - 火Fire - 火
32. ICEBERG METAPHOR
冰山一角的比喻Skill
技能Attitude
态度
33. COMMON BARRIERS TO COMMUNICATION
沟通的常见障碍
JUDGING 判断
Criticizing 批评
Labeling 臆断 SENDING SOLUTIONS
Diagnosing 诊断 提供解决方法
Ordering/Threatening 命令/恐吓 Moralizing 说教
AVOIDING 避免 Excessive Questioning 过多提问
Diverting 转移话题 Advising 建议
Ignoring 忽略
Using Logic 运用逻辑
Reassuring 安慰
Defending 反驳
34. LISTEN BEHAVIORS倾听行为Focus 注意力集中
Be quiet 保持安静
Maintain a listening posture 保持倾听的姿态
Make encouraging gestures & sounds做手势及应声以示鼓励
Reflect 作出反 映
Ask open-ended questions 提问开放式的问题Restate content 重述谈话内容
Reflect feelings in words & actions用语言和行动反馈感受
Summarize 总结
State your understanding of the situation 表明你了解谈话的内容LISTEN
听留心倾听反映总结
35. OPEN & CLOSED QUESTIONS
开放式和封闭式的问题
OPEN QUESTIONS 开放式的问题
Responder can choose how to structure reply - open questions often start with how? what? why?
回答者可以选择怎样组织答案 -开放式问题经常以
怎么样?,什么?,为什么?开头。
CLOSED QUESTIONS 封闭式的问题
Forces specific answer. Closed questions often start with who? when? where? how many?
回答者被迫作出具体的答复。封闭式的问题经常以
谁?,何时?,哪里?,多少?开头。
36. SPEAK BEHAVIORS说话行为Organize 组织
Determine other person needs判断别人的需要
Decide what result you want决定你所要达到的效果
Plan key points 计划谈话要点
Express 表达
Introduce the topic 引入话题
State and support your idea表述和支持观点
Address other person concerns谈及他人的需要
Check 检查
Check for a reaction 检查对方的反应SPEAK
说组织检查表达
37. INTRODUCE THE TOPIC 引入话题
Summarize the situation 总结情况
STATE AND SUPPORT THE IDEA 表明并支持观点
State the idea 表明观点
Explain how it works 解释怎样去实行
ADDRESS OTHER PEOPLE CONCERNS 谈及对方的需要
Reinforce the benefits 强调对方的获利
Easy next steps 提出简单的下一步计 划
EXPRESS
表达
38. LISTEN & SPEAK RINGS听说圈Organize 组织
Determine other person needs 判断别人的需要
Decide what result you want 决定你所要达到的效果
Plan key points 计划谈话要点
Express 表达
Introduce the topic 引入话题
State and support your idea 表述和支持你的观点
Address other person concerns 谈及他人的需要
Check 检查
Check for a reaction 检查对方的反应Focus 注意力集中
Be quiet 保持安静
Maintain a listening posture 保持倾听的姿态
Make encouraging gestures & sounds 做手势及应声以示鼓励
Reflect 作出反映
Ask open-ended questions 提出开放式的问题
Restate content 重述谈话内容
Reflect feelings in words & actions 在语言行动中反馈感受
Summarize 总结
State your understanding of the situation 表明你理解谈话的 内容SPEAK BEHAVIOR 说话行为LISTEN BEHAVIOR 倾听行为LISTENSPEAK行动听说留心倾听组织总结检查表达反映ACTION
39. LINKING RINGS EXERCISE
听说连环练习
In trios, participants perform role-plays . 三人一组,学员分别扮演角色
The Observer writes down the comments on the paper, don’t give comments until the exercises is finished.
观察者记录下双方的表现,并在游戏结束后与双方分 享
Being understood and reaching a common understanding of the issue are important for success. 被别人理解和对事件达成共同的理解是这一练习成功 的关键。
40. Case Study: 案例分析A lady moved in and became your new neighbor. She has a little dog, and soon you notice that there is some "strange thing" near your door.
一 位 女 士(乙) 搬 来, 成 了你(甲) 的 新 邻 居。 她 有 一 只 小 洋 狗。 但 你 却 开 始 注 意 到 你 的 门 前 附 近 开 始 有 一 堆 堆 奇 怪 的 东 西。