BasicCommunicationTechniques基礎(chǔ)溝通技巧,AnEmptyGlass一個空杯,空杯心態(tài),HousekeepingNotes課堂紀律,Thetrainingwilllastaround4hours本次培訓(xùn)將持續(xù)約4小時Coffeebreak-10minutes課間休息-10分鐘Nomovingoransweringthephoneifnothingisurgent如無緊急事務(wù)，請勿隨意走動及接電話Mindfulofyourmobile請將手機調(diào)為振動或靜音,LeadershipCompetencies領(lǐng)導(dǎo)素能,CustomerFocus/Quality以客為尊/品質(zhì),ManagingPeople人員管理,ManagingChange變革管理,ManagingtheBusiness商業(yè)管理,LeadershipCompetencies領(lǐng)導(dǎo)素能,ManagingPeople人員管理,Communications溝通,領(lǐng)導(dǎo)力期望,實踐凱悅價值體現(xiàn)服務(wù)熱情實施凱悅使命,激勵鼓舞他人鼓勵支持變革提倡促進學(xué)習(xí),核心素能,高質(zhì)工作達成目標群策群力,有效溝通主動精干以客為尊,CourseObjectives課程目標,Determinewhenbesttouseoneormoreofthemajorformsofcommunication:verbal,visualorwritten溝通時機與形式Useeachformofcommunicationeffectively擅用每一種溝通形式Encouragecommunicationfeedback鼓勵溝通時的反饋Makebestuseofenablersforeffectivecommunication運用有效溝通的強化劑,Communication溝通的定義,Anyactbywhichonepersongivestoorreceivesfromanotherpersoninformationaboutthatpersonsneeds,desires,perceptions,orknowledge.溝通是一個人傳達或接收信息的過程。這些信息包括：需求、期望、看法與知識。,EffectiveCommunicator高效能溝通者,Theeffectivecommunicatorneedstobebothatransmitterandareceiver.高效能的溝通者需要兼顧傳送者及接收者的角色,MethodsofCommunication溝通的方式,Verbal口頭Visual視覺Written書面,ThinkThrough思考問題,Whatisthemostcommondifficultyyoumeetatworkoverthecontentofthevariouscommunicationsyoureceive?在你接收各類溝通信息的內(nèi)容中，你遇到的最大困難是什么？Inyourexperienceoftransmittinginformationtoothersinthehotel,whatarethemostcommonproblemsordifficultiesyouencounter?當你在酒店內(nèi)傳遞信息給他人時，你認為什么是你遇到的最大問題或困難？Fromyourexperience,whataresomeofthemostcommonproblemsingettingtheinformationthroughtheintendedrecipient?在你的經(jīng)驗中，你認為哪些問題是你從他人那里獲得信息的最大障礙？,MakeaGuess猜測一下,EffectiveCommunication有效的溝通,Knowwhoneedswhatinformationandwhen知道誰該在何時需要什么資訊Chooseandeffectivelyusethemostappropriatecommunicationtechnique選擇以及有效地運用最恰當?shù)臏贤记蒏nowhowtolisteneffectively知道如何有效地傾聽Helpothe