3. PROGRAMME-a two day interactive course纲领-一个为期二日的参与的课程Objectives 目标:
Understand the elements of clear communication
了解在清晰的沟通中有关的因素
Develop different strategies for communicating with different types of people
用不同的策略与不同类型的人作沟通
4. Create interesting and attention getting presentations
创造一种使人感兴趣和令人注目的方式
Overcome fear and create right atmosphere
克服害怕和制造正确的气氛
Relate to the audience and get their conviction
紧密联系听众和取得他们的信任
Inspire their audiences to take action
感激听众们采取参与的行动
5. Day 1 0900 to 1715 hours
第一日 0900 至 1715 Course Introduction 课程介绍 0900
principles of communication 沟通的原理 0930
reality and perception 真实和领会 1045
types of communication 沟通和种类 1130
communication strategies 沟通策略 1200
Lunch 午餐 1230
Presentation - 1 展示-1 1330
Presentation - 2 展示-2 1545
Summary 摘要 1700
6. Day 2 0900 to 1700 hours
第一日 0900 至 1700 Presentation - 3 展示-3 0900
Lunch 午餐 1230
Presentation - 4 展示-4 1330
Review and close 回顾与总结 1700
There will be short breaks at mid-mornings and
mid-afternoons
在早上和下午会期间会有短暂休息
7. INTRODUCTION 介绍 We spend almost all our lives communicating with and relating to
others. A few people are naturally good communicators but most
of us have to acquire and develop those skills. It requires extensive
practice to become a good speaker and influence others.
我们生活的大部分时间都耗费在与其他人的沟通上,某些人天
生就有好的沟通能力,但大多数的人要去学得和建立那些技巧,
这需要多方面的练习才能成为一个好的演说家和具有影响力的
领导。
8. Many good ideas were never implemented because no one ever heard
about them. Similarly, many good people have been overlooked
during their careers because no one else knew about their ideas. Their
ability to communicate ideas is important within business and can
make a big difference and improvement to everyones lives.
有很多好主意而从来不会实施的原因,是没有人听取意见;很
多人在他们的事业上被忽视的原因,同样也是无人知道他们的意
见。沟通技能在商业上是十分重要的,它能使一个人
出类拔粹和改善每一个人的生活。INTRODUCTION 介绍
9. Among the Captains of Industry and world leaders not all have had
the benefits of extensive formal education and yet they have risen to
the top e.g., Richard Branson(Virgin). Every leader must be able to
communication well and get others to see their dreams and share their
goals. Effective communication is powerful.
在著名企业的领导者和国际领导人之中,不是所有的人都经过
正统的教育而受益,现在他们得以升至最高权位,例
如理查德·布莱森(维珍),每一个领导人要有良
好沟通能力才能使得他人去了解他们的梦想和分享
他们的目的。
INTRODUCTION 介绍
10. This course is designed to emphasize the principles, illustrate the tools
and techniques and provide opportunity to practice the methods
outlined. It addresses 慺ear?and shows how to overcome anxiety and
become a better speaker. It is your chance to join in and through
participation, improve your skills when talking to large audiences.
这个课程是设计用来研究出那些原则,例证,工具和科技及提供
机会去练习所讲述的方法。它说服忧虑和呈示如何去克服焦虑及
成为一个好的演说家,它给你一个好机会,使你来参加
和通过参与,改善你的技巧,在与大群观众面前讲话
时不怯场。INTRODUCTION 介绍
11. COMMUNICATION 沟通Dale Carnegie called the art of communicating 搕he fundamental
expression of human personality.?Author Stephen Covey calls
it 搕he most important skill in life.
戴尔·卡内基称交流艺术为“个人性格的基本表达”。
史蒂芬·科维称之为“生活中最重要的技巧”。
Poor internal communications and poor external communications,
handicap growth the developing of people, and the positive
evolution of a quality or continuous improvement process.
内外交流的不畅对组织的成长,个人的发展,质量的改
进和连续的进步产生了很大的影响。
12. BARRIERS To COMMUNICATION
沟通障碍 Not being fully aware of our own assumptions, viewpoints, feelings
and constructs.
不完全清楚自己的设想、观点、感情和意图。
Not being fully aware of the assumptions, viewpoints, feelings and
constructs of those with whom we seek to communicate.
不完全了解交流对象的设想、观点、感情和意图。
Not bringing into harmony the above.
未能成功地协调双方的设想、观点、感情和意图。
13. Lack of productive person-to-person contacts.
缺乏有效的人与人之间的接触。
Lack of a climate in which people feel to speak up and offer
suggestion and ideas.
未能制造轻松的气氛,使双方能自由地发表自己的观点和意见。
Failure to listen carefully to what others have to say before offering
comments or suggestions
在加以评价和提出建议之前没有仔细听取对方的意见。
BARRIERS To COMMUNICATION
沟通障碍
14. BARRIERS To COMMUNICATION
沟通障碍 Failure to listen to the emotional content of what others are saying
没有领会对方谈话中的感情因素。
Lack of mutual trusts, respect and confidence.
缺乏相互信赖和尊重,缺乏信任感。
Writing or speaking above the comprehension of the people with
whom we are communicating.
书面和口头交流超出了对方的理解力。
15. Failure to evaluate the effectiveness of our communications.
对交流的有效性缺乏正确的评价。
Failure to involve associates in creative type conferences and motive them contribute their ideas.
没有刺激同伴发挥其创造力,没有鼓励他们发表自己的
意见。 BARRIERS To COMMUNICATION
沟通障碍
16. SOME COMMON MISTAKES IN COMMUNICATION 交流中常见的错误 We talk too much and listen too little.
说得太多,听得太少。(夸夸其谈)
We fail to listen empathetically.
没有投入地听取对方意见。(设身处地)
We are unaware of such non-verbal communication as facial expressions, mannerism, and the like.
未能捕捉到面部表情、眼神等非语言交流信息。
(过于自信)
17. SOME COMMON MISTAKES IN COMMUNICATION 交流中常见的错误We assume the rest problem is one thing, when it may be something quite difference.
自以为了解真正的问题,实际不然。(刚愎自用)
We do not recognize the importance of the communication process.
没有认识到交流的重要性。(强权管理)
We make the mistake of believing that all people behave in uniform ways, and we ignore their individuality.
错误地认为所有人的行为方式相同,忽视了交流对象的
个性。(以一概全)
18. SOME COMMON MISTAKES IN COMMUNICATION 交流中常见的错误We fail to realize that most management problems can be traced to poor communication.
没有意识到大多数管理问题都是交流不畅所致。
(畅所欲言)
We often forget that it is not just what we say that communicates our thoughts to others, but what we do.
忘记了交流不仅仅需要语言,不需要行动。
(口是心非)
19. LADDER 阶梯
L = LOOK (EYE CONTACT) 看(眼神接触)
A = ASK 问
D = DO NOT INTERRUPT 不打断他人
D = DO NOT CHANGE THE TOPIC 不转换话题
E = EMOTION 情感
R = RESPONSE 反应COMMUNICATION
交流
21. THE PROBLEM with LISTENING
听取意见时存在时的问题We don`t Listen with the Intent to Understand,
We Listen with the Intent to Respond!
我们听取意见的动机并非理解,而是反应
IGNORE COMPLETELY
完全漠视对方的意见PRETEND TO LISTEN
心不在焉地听LISTEN SELECTIVELY
有选择地听LISTEN ATTENTIVELY
全神贯注地听
22. THE COMMUNICATIONS LOOP
交流环 Information
信息 Receiver
接收信息者 Sender
发出信息者 Feedback
反馈A Key to Reducing Misunderstanding
减少误解的关键
23. Presentation and
Communication
skills展示及沟通技巧
24. 互 相 交 换Communication 沟通An INTERCHANGE
相互交换
25. Communication
沟 通PURPOSE : 目的
convey information
传达讯息
make something happen
令某些事物发生REQUIRES PLANNING 要求有计划
26. Processing Information 处理资讯3 dominant approaches:
VISUAL 视觉的
like to be shown 喜欢景象的AUDIO 听觉的
like to be told 喜欢谈论的EMOTIONAL 感觉的
appeal to be feelings 要求有感受的
27. Communication
沟 通CONSIDERATIONS 考虑:
what information
什么资料
who intended for
谁感兴趣
intended result
预期结果
how(method)
怎样做(方法)沟通考虑
28. Communication
沟 通AIM to be:
purposed 有目的的
structured 有组织的
inviting 有魅力的
timely 合时宜的
user sensitive 使用者有感受的
30. Communication
沟 通Support contents with illustrations
用图解来支援内容
31. Communication
沟 通Lever = to suit user
阶段 = 使用者适宜的
style = corporate/person
形式= 团体的/个人的
apply standards
使用标准
keep it simple/brief
保持简单/简短
show courtesy/care
展示殷勤/关怀
32. Communication
沟 通PRACTICE GOOD LISTENING 练习良好聆听
find area(s) of interest 找寻使感兴趣的地方
focus on content not delivery 焦点在于内容不是在传达上
keep an open mind 保持一个开放见解
delay judgment 延迟作出判断
resist distraction 抗拒令你分/烦扰的事物
be flexible 保存能变通的
33. Communication
沟 通WRITING
书写
aim for
definition & clarity
目标放在定义及清晰度
don`t chop down trees
不要砍下树木
34. Communication
沟 通 AUTHOR - consider 作者 - 考虑
where to start & end 由哪里开始及完结
what to include 包括什么
what to emphasise 强调什么INDEPENDENT REVIEW 另找他人播阅
35. Cross - cultural Communications
多种文化的沟通 observe protocols 注意外交礼仪
speak slowly 说话慢慢地
avoid jargon 避免术语
be sensitive 是有感觉的
seek common areas 寻找共合之处的
stick to script 遵守原稿be polite & genuine 要有礼的及真诚的
36. Presentation 展示
37. Presentation 展示 Input 输入
what 什么
when 何时
where 哪里
how long 多久
who will attend 谁会出席
38. Information 资讯 Source 来源
business 商业上
colleagues 同事间
journals 刊物
library 图书馆
trade associations 贸易社团
news media 新闻媒介
39. Audience - assessment
观众 - 评估 what will they expect/what to you?
什么会是他们期待的/什么是你期待的?
what is their knowledge of the subject?
他们对题目有什么认识?
are their views favorable?
他们的观感是否赞同?
who are they & the likely age range?
他们是谁及年龄范围?
40. do they understand the vocabulary?
他们会不会明白所用的用语?
technical or non-technical?
专业的或非专业的?
will they be open mind?
他们会不会有开放见解?
what will most get their interest?
什么最能取得他们的兴趣?
what should they remember?
什么是他们应该记得的? Audience - assessment
观众 - 评估
41. Audience types
观众类别 broad group 层面广阔的观众
-be more informal
尽量用通俗性的/不拘礼仪
-use general example
取用一般例子
select group 挑选的观众
-be more technical
用专业性的用语
recognize different types
认识不同的类别
42. consider key 重视重要的
participants 参与者
aim at the decision makers
目标放在那些有决定权的人
anticipate objects 预计会有异议
anticipate questions 预计会有问题发问 Audience 观众
43. Planning 计划 THINGS TO DOTHINGS TO DOConsider a checklist 考虑一个核对表:
before 要做的是之前
on the day 在当天
during 过期间
after 之后
44. Planning 计划 PURPOSE 目的
explain 解说
inform 通知
get conviction 取得确信
get action 取得动作反应
entertain 娱乐性
46. Planning 计划 Aim to get 目标取得是:
Attention 注意
& Interest 和兴趣。
Also, if appropriate 加之,如果适当的:
Conviction 确信 ,
Commitment 承诺 ,
Agreement 认同。
47. Planning 计划 Focus on one main theme
焦点在一个题目
Keep it simple, don`t overload
保持其简洁,不要充填过多
Test by condensing into one minute
测试将它浓缩成一分钟!
48. Planning 计划 INTRODUCTION 引导
Say what you will tell 讲你想讲的
DEVELOPMENT 发展
Tell them - 告知他们
(3 thing 3 ways 3 times) 三件事,三种方法,三个时间
CONCLUSION 结论
Say what you told them 讲你告诉他们的
THANKS 多谢
49. Preparation 预备工夫 prepare early 提前准备
write it down 写下来
go over it - silently 阅读一遍-不作声的
go over aloud - often 高声读出-经常地
record it 录音
try on family 向家人作练习
50. Supporting materials
支援材料 overheads 投影片
computer slides 电脑幻灯片
videos/films 录影带/影片
others 其他···Aids to illustrate and help strengthen your message
图解和陈列加强你的信息
51. Overheads 投影 keep simple 保持简单
4 - 6 dot points only 只有四至六个论点的圆点
use colour 用色
illustrate simply 简单地解释
confine to one topic 限制在一个题目
allow av. 5 mins each 每一张容许约五分钟
52. Overheads 投影 Font size (24pt minimum) 字体面积(最小24针) Adopt same standards and style throughout
在整个过程中采用相同的标准和形式
Don`t photocopy from normal text or A4 pages
不要从一般原文或A4纸页翻印
53. Rehearsal 预习 Learn the material and not the words
学习那些材料而不是文字
Memorise opening
记熟开场白
Practice using a mirror
用镜子自我练习
54. Anxiety 焦虑 A natural reaction 这是一个自然反应
learn to control it 学习如何控制它
55. Anxiety 焦虑 know the topic 审阅题目
know the audience 了解听众
organise yourself 组织工作
practice & rehearse 练习及预演
focus on the topic 焦点放在题目上
56. Anxiety 焦虑 visualise/walk it 想像/在现场
through (from arrival) (由到达)
practice with the 练习使用仪器
equipment etc. 或供应等
breathe deeply 深呼吸
tense & relax muscles 拉紧或放松肌肉
don`t hold papers or finger things
不要用手取东西
focus on audience (eyes) 焦点在观众的眼睛
57. 外观 appearance
站立要直 stand straight
正常地呼吸 breathe deeply
练习移位 practice movement
58. Presentation 展示 be enthusiastic 有热诚的
establish eye contact 建立眼部接触
move around 向四处移动
be brief 保持精简
do your best 做你最好的
YOU ARE THE EXPERT 你是个专家
59. On arrival 在到达时 Be early 要提早
use checklist 取用核对表
room - layout, lighting, temperature, exit, reception & manning
场所:陈设、光线、温度、出路、接待处和接待人员
boards and display 展示板和陈列
pens and pointers 笔和指针
handouts, name cards 分发的印刷品、名片
60. Before you start 上台之前 check equipment 检查供应品
plugs and leads 插座和电源
light switches 灯光管制
how to use 使用方法
test & set up 测试和装置
positioning 位置
back - up 支援Are you ready?
61. Delivery 演说的态度 practice being comfortable
练习到 随意的程度don`t hide 不要隐藏use bold movements animate
用强调的动作- 有活力的make your eye contact 用眼部接触微笑
62. Delivery 演说的态度 talk more loudly 说话大声点
address the corners 向在角落的观众称呼
avoid monotone 避免无变化地说
talk more slowly 说话缓慢点
use pauses 用暂停(间中稍作短暂停顿)
63. Delivery 演说的态度 To hold attention 保持注意力
ask questions 询问问题
take short breaks 采用短暂休息
vary pace 采用不同的进度
use vivid anecdotes 用生动的趣闻轶事Av. attention span 10 mins.
一般注意力时间为10分钟。
64. Delivery 演说的态度 Read speech 阅读演讲稿
safest 要谨慎地
more polished 更精练的
need rehearsal 需要排演的
lacks spontaneity 缺少自然感
65. Delivery 演说的态度 tell stories 讲述故事
use word pictures 用生动的描述字句
movement 动态
humour 幽默?
損rops?“小道具”
short (av. time 20 mins) 简短(大约时间二十分钟)
66. Delivery 演说的态度 Control overhead
控制幻灯展示
Don`t block projection
不要挡住投影仪
feed materials one way
摆放材料从一个方向
keep tidy - you may need to refer back
保持整洁-方便你再需要时用
67. Delivery 演说的态度 6 ~ 8 inches 6~8 英寸距离
Don`t block face 不要阻挡脸部
speak naturally 自然地说话don`t point 不要指点
don`t handle, tap or blow 不要处理,轻敲或吹动
check before use 在用之前先检查
use clip-on, if available 可以的话用夹子夹着
68. Credibility 可靠性 be honest 表现真诚的
understand viewpoints 明白着眼点
show you are the expert 表现你是那方面的专家
use facts (not too many) 用事实(不要太多)
quote authorities 引述权威的著作
raise questions 提出问题
invite questions 邀请问题
69. Questions 问题 anticipate 预计
What you may be asked 你可能被问及到的一些问题
prepare some to ask 准备一些问题
71. Questions 问题 welcome them 欢迎它们
decide when-在适当时作决定 after - more usual 事后-更平常的
during - good for training 事中-是好的锻练
before - warm-up & focus 事前-热身和焦点
(big audience - use cards)(大群观众-用卡片)
72. Questions 问题 listen 聆听:
repeat the question 重复那些问题
(expect small groups 除非是小型群众)
pause 暂停
answer 回答deal with one at a time
每次处理一个
73. Questions 问题 Don`t know - say so
不知道 - 就说出 Emotive: re - phrase
before answering
使感动的:
-在回答之前改述 Awkward or tricky:
bridge or cushion
棘手的/难处理的
跨越掩盖
74. Conflict 冲突 Be direct 要直接
don`t argue 不要争论
focus on the problem 焦点集中在问题上
avoid oaded words 避免“装腔作势”的词句
seek areas of agreement 寻找认同之处
75. Television / Video
录影和电视播送 Don`t talk to the camera - talk to a friend (stood or
sat beside it).
不要对着镜头讲-向旁边站着或坐着的朋友讲
Don`t raise voice or use big gestures.
不要提高嗓门或者用较大的手势
Be brief, factural and inviting.
用词简洁、实际、生动
Prepare carefully 细心准备
76. Television / Video
录影和电视播送 Dress carefully, plain colours are best. No distractions.
Men should wear long socks.
注重衣着,素色最好;不要选戴分散注意力的东西;
男士应穿过短的短袜
Remember cameras magnify.
记住镜头会扩大影像
77. Radio 广播 Use a script 取用广播原稿:
Don`t rustle papers
不要弄得纸沙沙作响
Don`t raise voice but do vary the tone
不要抬高音量而要使音调有变化
Talk as through to a friend (face to face)
应当象和一个朋友讲话(面对面地)
Don`t talk over someone else
不要离题
Remember microphones magnifynoise
记着麦克风能扩大声音
78. Presentation 展示 Don`t apologise 不要道歉
Be natural 自然的
Be brief 简短的
Be short 不要拖长
- Stand up 站起
- Speak up 讲出
- Shut up! 结束
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