演示與溝通技巧

1、演示與溝通技巧,,CONTENTS 內(nèi)容,Programme綱領(lǐng) Introduction介紹 Communication 溝通 Presentation演示,PROGRAMME－a two day interactive course綱領(lǐng)－一個(gè)為期二日的參與的課程,Objectives 目標(biāo)：Understand the elements of clear communication了解在清晰的溝通中有

2、關(guān)的因素Develop different strategies for communicating with different types of people用不同的策略與不同類型的人作溝通,Create interesting and attention getting presentations 創(chuàng)造一種使人感興趣和令人注目的方式 Overcome fear and create right atmosphere

3、 克服害怕和制造正確的氣氛 Relate to the audience and get their conviction 緊密聯(lián)系聽(tīng)眾和取得他們的信任 Inspire their audiences to take action 感激聽(tīng)眾們采取參與的行動(dòng),Day 1 0900 to 1715 hours 第一日 0900 至 1715,Course Introduction 課程介紹

4、0900 principles of communication 溝通的原理0930 reality and perception 真實(shí)和領(lǐng)會(huì)1045 types of communication 溝通和種類1130 communication strategies 溝通策略1200 Lunch午餐1230 Presentation - 1 展示－11330

5、 Presentation - 2 展示－21545Summary 摘要 1700,Day 2 0900 to 1700 hours 第一日 0900 至 1700,Presentation - 3 展示－30900 Lunch午餐1230 Presentation - 4 展示－41330 Review and close 回顧與總結(jié)

6、1700There will be short breaks at mid-mornings and mid-afternoons在早上和下午會(huì)期間會(huì)有短暫休息,INTRODUCTION 介紹,We spend almost all our lives communicating with and relating to others. A few people are naturally good communic

7、ators but most of us have to acquire and develop those skills. It requires extensive practice to become a good speaker and influence others. 我們生活的大部分時(shí)間都耗費(fèi)在與其他人的溝通上，某些人天 生就有好的溝通能力，但大多數(shù)的人要去學(xué)得和建立那些技巧， 這需要多方面的練

8、習(xí)才能成為一個(gè)好的演說(shuō)家和具有影響力的 領(lǐng)導(dǎo)。,,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 the

9、ir ideas. Their ability to communicate ideas is important within business and can make a big difference and improvement to everyones lives. 有很多好主意而從來(lái)不會(huì)實(shí)施的原因，是沒(méi)有人聽(tīng)取意見(jiàn)；很 多人在他們的事業(yè)上被忽視的原因，同樣也是無(wú)人知道他們的意

10、 見(jiàn)。溝通技能在商業(yè)上是十分重要的，它能使一個(gè)人 出類拔粹和改善每一個(gè)人的生活。,INTRODUCTION 介紹,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., R

11、ichard 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. 在著名企業(yè)的領(lǐng)導(dǎo)者和國(guó)際領(lǐng)導(dǎo)人之中，不是所有的人都經(jīng)過(guò) 正統(tǒng)的教育而受益，現(xiàn)

12、在他們得以升至最高權(quán)位，例 如理查德·布萊森（維珍），每一個(gè)領(lǐng)導(dǎo)人要有良 好溝通能力才能使得他人去了解他們的夢(mèng)想和分享 他們的目的。,INTRODUCTION 介紹,This course is designed to emphasize the principles, illustrate the tools and techniques and provide opportunity to pra

13、ctice 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 au

14、diences. 這個(gè)課程是設(shè)計(jì)用來(lái)研究出那些原則，例證，工具和科技及提供 機(jī)會(huì)去練習(xí)所講述的方法。它說(shuō)服憂慮和呈示如何去克服焦慮及 成為一個(gè)好的演說(shuō)家，它給你一個(gè)好機(jī)會(huì)，使你來(lái)參加 和通過(guò)參與，改善你的技巧，在與大群觀眾面前講話 時(shí)不怯場(chǎng)。,INTRODUCTION 介紹,COMMUNICATION溝通,Dale Carnegie called the art of communicating 搕he

15、 fundamentalexpression of human personality.?Author Stephen Covey calls it 搕he most important skill in life. 戴爾·卡內(nèi)基稱交流藝術(shù)為“個(gè)人性格的基本表達(dá)”。史蒂芬·科維稱之為“生活中最重要的技巧”。Poor internal communications and poor extern

16、al communications,handicap growth the developing of people, and the positive evolution of a quality or continuous improvement process. 內(nèi)外交流的不暢對(duì)組織的成長(zhǎng)，個(gè)人的發(fā)展，質(zhì)量的改進(jìn)和連續(xù)的進(jìn)步產(chǎn)生了很大的影響。,BARRIERS To COMMUNICATION

17、 溝通障礙,Not being fully aware of our own assumptions, viewpoints, feelings and constructs. 不完全清楚自己的設(shè)想、觀點(diǎn)、感情和意圖。 Not being fully aware of the assumptions, viewpoints, feelings and constructs of t

18、hose with whom we seek to communicate. 不完全了解交流對(duì)象的設(shè)想、觀點(diǎn)、感情和意圖。 Not bringing into harmony the above. 未能成功地協(xié)調(diào)雙方的設(shè)想、觀點(diǎn)、感情和意圖。,Lack of productive person-to-person contacts. 缺乏有效的人與人之間的接觸。 Lack of a climate i

19、n which people feel to speak up and offer suggestion and ideas. 未能制造輕松的氣氛，使雙方能自由地發(fā)表自己的觀點(diǎn)和意見(jiàn)。 Failure to listen carefully to what others have to say before offering comments or suggestions 在加以評(píng)價(jià)和提出建

20、議之前沒(méi)有仔細(xì)聽(tīng)取對(duì)方的意見(jiàn)。,BARRIERS To COMMUNICATION 溝通障礙,BARRIERS To COMMUNICATION 溝通障礙,Failure to listen to the emotional content of what others are saying 沒(méi)有領(lǐng)會(huì)對(duì)方談話中的感情因素。 Lack of

21、 mutual trusts, respect and confidence. 缺乏相互信賴和尊重，缺乏信任感。 Writing or speaking above the comprehension of the people with whom we are communicating. 書(shū)面和口頭交流超出了對(duì)方的理解力。,,Failure to evaluate the effectiveness o

22、f our communications. 對(duì)交流的有效性缺乏正確的評(píng)價(jià)。Failure to involve associates in creative type conferences and motive them contribute their ideas. 沒(méi)有刺激同伴發(fā)揮其創(chuàng)造力，沒(méi)有鼓勵(lì)他們發(fā)表自己的 意見(jiàn)。,BARRIERS To COMMUNICATION

23、 溝通障礙,SOME COMMON MISTAKES IN COMMUNICATION交流中常見(jiàn)的錯(cuò)誤,We talk too much and listen too little. 說(shuō)得太多，聽(tīng)得太少。（夸夸其談）We fail to listen empathetically. 沒(méi)有投入

24、地聽(tīng)取對(duì)方意見(jiàn)。（設(shè)身處地）We are unaware of such non-verbal communication as facial expressions, mannerism, and the like. 未能捕捉到面部表情、眼神等非語(yǔ)言交流信息。 （過(guò)于自信）,SOME COMMON MISTAKES IN

25、 COMMUNICATION交流中常見(jiàn)的錯(cuò)誤,We assume the rest problem is one thing, when it may be something quite difference. 自以為了解真正的問(wèn)題，實(shí)際不然。(剛愎自用）We do not recognize the importance of the communication process. 沒(méi)有認(rèn)識(shí)到交流的重要

26、性。（強(qiáng)權(quán)管理）We make the mistake of believing that all people behave in uniform ways, and we ignore their individuality. 錯(cuò)誤地認(rèn)為所有人的行為方式相同，忽視了交流對(duì)象的 個(gè)性。（以一概全）,SOME COMMON MISTAKES IN

27、 COMMUNICATION交流中常見(jiàn)的錯(cuò)誤,We fail to realize that most management problems can be traced to poor communication. 沒(méi)有意識(shí)到大多數(shù)管理問(wèn)題都是交流不暢所致。 （暢所欲言）We often forget that it is not just what we say that comm

28、unicates our thoughts to others, but what we do. 忘記了交流不僅僅需要語(yǔ)言，不需要行動(dòng)。 （口是心非）,,LADDER階梯L = LOOK (EYE CONTACT) 看（眼神接觸）A = ASK 問(wèn)D = DO NOT INTERRUPT 不打斷他人D = DO NOT CHANGE THE TOPIC 不轉(zhuǎn)換話題E = EMOTION

29、 情感R = RESPONSE 反應(yīng),,COMMUNICATION 交流,Listening 聽(tīng),,EAR,YOU,LEADERSHIP,HEART,EYES,UNDIVIDEDATTENTION,THE PROBLEM with LISTENING 聽(tīng)取意見(jiàn)時(shí)存在時(shí)的問(wèn)題,We don`t Listen with the Intent to Understand, W

30、e Listen with the Intent to Respond! 我們聽(tīng)取意見(jiàn)的動(dòng)機(jī)并非理解，而是反應(yīng),IGNORE COMPLETELY 完全漠視對(duì)方的意見(jiàn),PRETEND TO LISTEN 心不在焉地聽(tīng),LISTEN SELECTIVELY 有選擇地聽(tīng),LISTEN ATTENTIVELY 全神貫注地聽(tīng),,,,THE COMMUNICATIONS LOOP

31、 交流環(huán),,Information 信息,Receiver 接收信息者,Sender 發(fā)出信息者,Feedback 反饋,A Key to Reducing Misunderstanding 減少誤解的關(guān)鍵,Presentation and Communicationskills,展示及溝通技巧,互 相 交 換,Communicati

32、on 溝通,Communication 溝 通,PURPOSE : 目的 convey information 傳達(dá)訊息 make something happen 令某些事物發(fā)生,,REQUIRES PLANNING 要求有計(jì)劃,Processing Information 處理資訊,3 dominant approaches:,VISUAL

33、 視覺(jué)的like to be shown 喜歡景象的,AUDIO 聽(tīng)覺(jué)的like to be told 喜歡談?wù)摰?EMOTIONAL 感覺(jué)的appeal to be feelings 要求有感受的,Communication 溝 通,CONSIDERATIONS 考慮： what information 什么資料 who inte

34、nded for 誰(shuí)感興趣 intended result 預(yù)期結(jié)果 how(method) 怎樣做（方法）,Communication 溝 通,AIM to be:,purposed 有目的的 structured 有組織的 inviting 有魅力的 timely 合時(shí)宜的 user sensitive

35、 使用者有感受的,Communication 溝 通,USE使用 facts（事實(shí)） evidence（根據(jù)） AVOID 避免 ambigulty（意義不明確） vagueness（含糊）,Communication 溝 通,Support contents with illustrations用圖解來(lái)支援內(nèi)容,Communication 溝 通,Lever = to suit

36、 user 階段 ＝ 使用者適宜的style = corporate/person 形式＝ 團(tuán)體的/個(gè)人的apply standards使用標(biāo)準(zhǔn)keep it simple/brief保持簡(jiǎn)單/簡(jiǎn)短show courtesy/care展示殷勤/關(guān)懷,Communication 溝 通,PRACTICE GOOD LISTENING 練習(xí)良好聆聽(tīng) find area(s) of interest 找尋

37、使感興趣的地方 focus on content not delivery 焦點(diǎn)在于內(nèi)容不是在傳達(dá)上 keep an open mind 保持一個(gè)開(kāi)放見(jiàn)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,Communication 溝 通,WRITING書(shū)寫(xiě)aim fordefinition & clarit

38、y目標(biāo)放在定義及清晰度don`t chop down trees不要砍下樹(shù)木,,,Communication 溝 通,AUTHOR - consider 作者 － 考慮 where to start & end 由哪里開(kāi)始及完結(jié) what to include 包括什么 what to emphasise 強(qiáng)調(diào)什么,Cross - cultural Communications多種文化的溝通

39、,observe protocols 注意外交禮儀 speak slowly 說(shuō)話慢慢地 avoid jargon 避免術(shù)語(yǔ) be sensitive 是有感覺(jué)的 seek common areas 尋找共合之處的 stick to script 遵守原稿,Presentation 展示,,Presentation 展示,Input 輸入 what 什么 when 何時(shí) where 哪里 how lo

40、ng 多久 who will attend 誰(shuí)會(huì)出席,Information 資訊,Source 來(lái)源 business 商業(yè)上 colleagues 同事間 journals 刊物 library 圖書(shū)館 trade associations 貿(mào)易社團(tuán) news media 新聞媒介,Audience - assessment 觀眾 － 評(píng)估,what will they expect/what

41、 to you? 什么會(huì)是他們期待的/什么是你期待的？ what is their knowledge of the subject? 他們對(duì)題目有什么認(rèn)識(shí)？ are their views favorable? 他們的觀感是否贊同？ who are they & the likely age range? 他們是誰(shuí)及年齡范圍？,do they understand the vocabulary? 他

42、們會(huì)不會(huì)明白所用的用語(yǔ)？ technical or non-technical? 專業(yè)的或非專業(yè)的？ will they be open mind? 他們會(huì)不會(huì)有開(kāi)放見(jiàn)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(yīng)該記得的？,,Audience - assessment 觀眾 － 評(píng)估

43、,Audience types 觀眾類別,broad group 層面廣闊的觀眾 －be more informal 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(yè)性的用語(yǔ),consider

44、 key 重視重要的 participants 參與者 aim at the decision makers 目標(biāo)放在那些有決定權(quán)的人 anticipate objects 預(yù)計(jì)會(huì)有異議 anticipate questions 預(yù)計(jì)會(huì)有問(wèn)題發(fā)問(wèn),Audience 觀眾,Planning 計(jì)劃,Consider a checklist 考慮一個(gè)核對(duì)表:before 要做的是之前on the day 在當(dāng)天

45、during 過(guò)期間after 之后,Planning 計(jì)劃,PURPOSE 目的 explain 解說(shuō) inform 通知 get conviction 取得確信 get action 取得動(dòng)作反應(yīng) entertain 娛樂(lè)性,Drafting 草稿,1. writing objective 寫(xiě)下方針2. note down ideas 記下觀念3. organize 組織4. write opening 寫(xiě)出開(kāi)

46、場(chǎng)白5. write speech 寫(xiě)出演講稿6. write conclusion 寫(xiě)出結(jié)果7. edit, re-write 修改，回顧,Planning 計(jì)劃,Aim to get 目標(biāo)取得是：Attention 注意& Interest 和興趣。Also, if appropriate 加之，如果適當(dāng)?shù)模篊onviction 確信 ,Commitment 承諾 ,Agreement

47、 認(rèn)同。,Planning 計(jì)劃,Focus on one main theme 焦點(diǎn)在一個(gè)題目 Keep it simple, don`t overload 保持其簡(jiǎn)潔，不要充填過(guò)多 Test by condensing into one minute 測(cè)試將它濃縮成一分鐘！,Planning 計(jì)劃,INTRODUCTION 引導(dǎo)Say what you will tell 講你想講的DEVELOPME

48、NT 發(fā)展Tell them - 告知他們 (3 thing 3 ways 3 times) 三件事，三種方法，三個(gè)時(shí)間CONCLUSION 結(jié)論Say what you told them 講你告訴他們的THANKS 多謝,Preparation 預(yù)備工夫,prepare early 提前準(zhǔn)備 write it down 寫(xiě)下來(lái) go over it - silently 閱讀一遍－不作聲的

49、go over aloud - often 高聲讀出－經(jīng)常地 record it 錄音 try on family 向家人作練習(xí),Supporting materials 支援材料,overheads 投影片 computer slides 電腦幻燈片 videos/films 錄影帶/影片 others 其他···,Overheads 投影,keep simple 保持簡(jiǎn)單 4 - 6 d

50、ot points only 只有四至六個(gè)論點(diǎn)的圓點(diǎn) use colour 用色 illustrate simply 簡(jiǎn)單地解釋 confine to one topic 限制在一個(gè)題目 allow av. 5 mins each 每一張容許約五分鐘,Overheads 投影,Font size (24pt minimum) 字體面積（最小24針）,Adopt same standards and style through

51、out 在整個(gè)過(guò)程中采用相同的標(biāo)準(zhǔn)和形式 Don`t photocopy from normal text or A4 pages 不要從一般原文或A4紙頁(yè)翻印,Rehearsal 預(yù)習(xí),Learn the material and not the words學(xué)習(xí)那些材料而不是文字Memorise opening記熟開(kāi)場(chǎng)白Practice using a mirror用鏡子自我練習(xí),Anxiety 焦慮

52、,A natural reaction 這是一個(gè)自然反應(yīng) learn to control it 學(xué)習(xí)如何控制它,Anxiety 焦慮,know the topic 審閱題目 know the audience 了解聽(tīng)眾 organise yourself 組織工作 practice & rehearse 練習(xí)及預(yù)演 focus on the topic 焦點(diǎn)放在題目上,Anxiety 焦慮,visu

53、alise/walk it 想像/在現(xiàn)場(chǎng)through (from arrival) （由到達(dá)） practice with the 練習(xí)使用儀器equipment etc. 或供應(yīng)等 breathe deeply 深呼吸 tense & relax muscles 拉緊或放松肌肉 don`t hold papers or finger things 不要用手取東西 focus on audience

54、(eyes) 焦點(diǎn)在觀眾的眼睛,外觀 appearance 站立要直 stand straight 正常地呼吸 breathe deeply 練習(xí)移位 practice movement,Presentation 展示,be enthusiastic 有熱誠(chéng)的 establish eye contact 建立眼部接觸 move around 向四處移動(dòng) be brief 保持精簡(jiǎn) do your best 做你最好

55、的 YOU ARE THE EXPERT 你是個(gè)專家,On arrival 在到達(dá)時(shí),Be early 要提早 use checklist 取用核對(duì)表 room - layout, lighting, temperature, exit, reception & manning 場(chǎng)所：陳設(shè)、光線、溫度、出路、接待處和接待人員 boards and display 展示板和陳列 pens and pointers

56、筆和指針 handouts, name cards 分發(fā)的印刷品、名片,Before you start 上臺(tái)之前,check equipment 檢查供應(yīng)品 plugs and leads 插座和電源 light switches 燈光管制 how to use 使用方法 test & set up 測(cè)試和裝置 positioning 位置 back - up 支援,Delivery 演說(shuō)的態(tài)度,practic

57、e being comfortable 練習(xí)到 隨意的程度,don`t hide 不要隱藏,use bold movements animate 用強(qiáng)調(diào)的動(dòng)作－ 有活力的,make your eye contact 用眼部接觸微笑,Delivery 演說(shuō)的態(tài)度,talk more loudly 說(shuō)話大聲點(diǎn) address the corners 向在角落的觀眾稱呼 avoid mo

58、notone 避免無(wú)變化地說(shuō) talk more slowly 說(shuō)話緩慢點(diǎn) use pauses 用暫停（間中稍作短暫停頓）,Delivery 演說(shuō)的態(tài)度,To hold attention 保持注意力 ask questions 詢問(wèn)問(wèn)題 take short breaks 采用短暫休息 vary pace 采用不同的進(jìn)度 use vivid anecdotes 用生動(dòng)的趣聞?shì)W事,Av. attention span 10

59、 mins. 一般注意力時(shí)間為10分鐘。,Delivery 演說(shuō)的態(tài)度,Read speech 閱讀演講稿 safest 要謹(jǐn)慎地 more polished 更精練的 need rehearsal 需要排演的 lacks spontaneity 缺少自然感,Delivery 演說(shuō)的態(tài)度,tell stories 講述故事 use word pictures 用生動(dòng)的描述字句 movement 動(dòng)態(tài) humour 幽默？

60、 損rops?“小道具” short (av. time 20 mins) 簡(jiǎn)短（大約時(shí)間二十分鐘）,Delivery 演說(shuō)的態(tài)度,Control overhead 控制幻燈展示 Don`t block projection 不要擋住投影儀 feed materials one way 擺放材料從一個(gè)方向 keep tidy - you may need to refer back 保

61、持整潔－方便你再需要時(shí)用,Delivery 演說(shuō)的態(tài)度,6 ~ 8 inches 6～8 英寸距離Don`t block face 不要阻擋臉部 speak naturally 自然地說(shuō)話,don`t point 不要指點(diǎn)don`t handle, tap or blow 不要處理，輕敲或吹動(dòng)check before use 在用之前先檢查use clip-on, if available 可以的話用夾子夾著,Credibi

62、lity 可靠性,be honest 表現(xiàn)真誠(chéng)的 understand viewpoints 明白著眼點(diǎn) show you are the expert 表現(xiàn)你是那方面的專家 use facts (not too many) 用事實(shí)（不要太多） quote authorities 引述權(quán)威的著作 raise questions 提出問(wèn)題 invite questions 邀請(qǐng)問(wèn)題,Questions 問(wèn)題,anticipa

63、te 預(yù)計(jì) What you may be asked 你可能被問(wèn)及到的一些問(wèn)題 prepare some to ask 準(zhǔn)備一些問(wèn)題,,Questions 問(wèn)題,give timely feedback 給予合時(shí)宜的回應(yīng) add interest 加些趣味性 enable reinforcement 提供幫助的物品 allow spontaneity 容許自然發(fā)生的 boost credibility 提高可靠性,Que

64、stions 問(wèn)題,welcome them 歡迎它們 decide when－在適當(dāng)時(shí)作決定,after - more usual 事后－更平常的 during - good for training 事中－是好的鍛練 before - warm-up & focus 事前－熱身和焦點(diǎn) (big audience - use cards)（大群觀眾－用卡片）,Questions 問(wèn)題,listen 聆聽(tīng)： repe

65、at the question 重復(fù)那些問(wèn)題 (expect small groups 除非是小型群眾) pause 暫停 answer 回答,Questions 問(wèn)題,Don`t know - say so 不知道 － 就說(shuō)出,Emotive: re - phrase before answering 使感動(dòng)的： －在回答之前改述,Awkward or tricky: bridge or cushion

66、棘手的/難處理的 跨越掩蓋,Conflict 沖突,Be direct 要直接 don`t argue 不要爭(zhēng)論 focus on the problem 焦點(diǎn)集中在問(wèn)題上 avoid oaded words 避免“裝腔作勢(shì)”的詞句 seek areas of agreement 尋找認(rèn)同之處,Television / Video 錄影和電視播送,Don`t talk to the camera - talk

67、to a friend (stood or sat beside it). 不要對(duì)著鏡頭講－向旁邊站著或坐著的朋友講 Don`t raise voice or use big gestures. 不要提高嗓門(mén)或者用較大的手勢(shì) Be brief, factural and inviting. 用詞簡(jiǎn)潔、實(shí)際、生動(dòng),Prepare carefully 細(xì)心準(zhǔn)備,Television / Video 錄影和

68、電視播送,Dress carefully, plain colours are best. No distractions. Men should wear long socks. 注重衣著，素色最好；不要選戴分散注意力的東西； 男士應(yīng)穿過(guò)短的短襪 Remember cameras magnify. 記住鏡頭會(huì)擴(kuò)大影像,Radio 廣播,Use a script 取用廣播原稿: Don`t rustl

69、e papers 不要弄得紙沙沙作響 Don`t raise voice but do vary the tone 不要抬高音量而要使音調(diào)有變化 Talk as through to a friend (face to face) 應(yīng)當(dāng)象和一個(gè)朋友講話(面對(duì)面地) Don`t talk over someone else 不要離題 Remember microphones magnifynoise 記著麥克