1、2022-12-13演示与沟通技巧HR猫猫演示与沟通技巧演示与沟通技巧-HR猫猫猫猫演示与沟通技巧HR猫猫CONTENTS 内容内容F Programme纲领F Introduction介绍F Communication 沟通F Presentation演示演示与沟通技巧HR猫猫PROGRAMMEa two day interactive course纲领纲领一个为期二日的参与的课程一个为期二日的参与的课程Objectives 目标：目标：FUnderstand the elements of clear communication了解在清晰的沟通中有关的因素FDevelop differen
2、t strategies for communicating with different types of people用不同的策略与不同类型的人作沟通演示与沟通技巧HR猫猫F Create interesting and attention getting presentations 创造一种使人感兴趣和令人注目的方式F Overcome fear and create right atmosphere 克服害怕和制造正确的气氛F Relate to the audience and get their conviction 紧密联系听众和取得他们的信任F Inspire their au
3、diences to take action 感激听众们采取参与的行动演示与沟通技巧HR猫猫 Day 1 0900 to 1715 hours 第一日第一日 0900 0900 至至 1715 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
4、1330 Presentation-2 展示21545Summary 摘要 1700演示与沟通技巧HR猫猫 Day 2 0900 to 1700 hours 第一日第一日 0900 0900 至至 1700 1700 Presentation-3 展示30900 Lunch 午餐1230 Presentation-4 展示41330 Review and close 回顾与总结1700There 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演示与沟通技巧HR猫猫INTRODUCTION 介绍介绍 W
5、e 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
6、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。演示与沟通技巧HR猫猫 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
7、 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 介绍介绍演示与沟通技巧HR猫猫 Among the Captains of Industry and world leaders not all have had the benefits of extensive formal education
8、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
9、享 他们的目的。INTRODUCTION 介绍介绍演示与沟通技巧HR猫猫 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 throu
10、gh 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 介绍介绍演示与沟通技巧HR猫猫COMMUNICATION沟通沟通Dale Carnegie called the art of communicating 搕he fundamentalexpression of
11、 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 proce
12、ss.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。演示与沟通技巧HR猫猫BARRIERS To COMMUNICATION 沟通障碍沟通障碍F 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。F Not being fully aware of the assumptions,viewpoints,feelings and constructs of those with whom we seek to co
13、mmunicate.不完全了解交流对象的设想、观点、感情和意图。F 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。演示与沟通技巧HR猫猫F Lack of productive person-to-person contacts.缺乏有效的人与人之间的接触。F 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。F Failure to listen care
14、fully 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 沟通障碍沟通障碍演示与沟通技巧HR猫猫BARRIERS To COMMUNICATION 沟通障碍沟通障碍F 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。F Lack of mutual trusts,respect and co
15、nfidence.缺乏相互信赖和尊重，缺乏信任感。F 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。演示与沟通技巧HR猫猫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 contri
16、bute 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 沟通障碍沟通障碍演示与沟通技巧HR猫猫 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
17、 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）演示与沟通技巧HR猫猫 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。
18、（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）演示与沟通技巧HR猫猫 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
19、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）演示与沟通技巧HR猫猫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 交流交流演示与沟通技
20、巧HR猫猫Listening 听听 EAR YOULEADERSHIP HEART EYESUNDIVIDEDATTENTION演示与沟通技巧HR猫猫THE PROBLEM with LISTENINGTHE PROBLEM with LISTENING 听取意见时存在时的问题听取意见时存在时的问题We dont 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理解，而是反反应应 IGNORE COMPLETELY 完全漠视对方的意见PRETEND TO LISTEN
21、心不在焉地听LISTEN SELECTIVELY 有选择地听LISTEN ATTENTIVELY 全神贯注地听演示与沟通技巧HR猫猫THE COMMUNICATIONS LOOPTHE COMMUNICATIONS LOOP 交流环交流环 Information 信息信息 Receiver 接收信息者接收信息者 Sender 发出信息者发出信息者 Feedback 反馈反馈A Key to Reducing Misunderstanding 减少误解的关键减少误解的关键演示与沟通技巧HR猫猫Presentation and Communicationskills展示及沟通技巧展示及沟通技巧演示
22、与沟通技巧HR猫猫 互互 相相 交交 换换Communication 沟通沟通An INTERCHANGE 相互交换演示与沟通技巧HR猫猫Communication 沟沟 通通PURPOSE:目的目的F convey information 传达讯息传达讯息F make something happen 令某些事物发生令某些事物发生REQUIRES PLANNING 要求有计划要求有计划演示与沟通技巧HR猫猫 Processing Information 处理资讯处理资讯3 dominant approaches:VISUAL 视觉的视觉的like to be shown 喜欢景象的喜欢景象的
23、AUDIO 听觉的听觉的like to be told 喜欢谈论的喜欢谈论的EMOTIONAL 感觉的感觉的appeal to be feelings 要求有感受的要求有感受的 演示与沟通技巧HR猫猫Communication 沟沟 通通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）沟通考虑演示与沟通技巧HR猫猫Communication 沟沟 通通AIM to be:purposed 有目的的 structured 有组织的 inviti
24、ng 有魅力的 timely 合时宜的 user sensitive 使用者有感受的演示与沟通技巧HR猫猫Communication 沟沟 通通USE 使用使用 facts（事实）evidence（根据）AVOID 避免避免 ambigulty（意义不明确）vagueness（含糊）演示与沟通技巧HR猫猫Communication 沟沟 通通Support contents with illustrations用图解来支援内容用图解来支援内容演示与沟通技巧HR猫猫Communication 沟沟 通通Lever=to suit user 阶段 使用者适宜的style=corporate/per
25、son 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/关怀演示与沟通技巧HR猫猫Communication 沟沟 通通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
26、事物 be flexible 保存能变通的演示与沟通技巧HR猫猫Communication 沟沟 通通WRITING书写aim fordefinition&clarity目标放在定义及清晰度dont chop down trees不要砍下树木演示与沟通技巧HR猫猫Communication 沟沟 通通 AUTHOR-consider 作者作者 考虑考虑 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 INDEPENDENT REVIEW 另找他人播阅另找他人播阅演
27、示与沟通技巧HR猫猫Cross-cultural Communications多种文化的沟通多种文化的沟通 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 要有礼的及真诚的要有礼的及真诚的演示与沟通技巧HR猫猫 Presentation 展示展示 演示与沟通技巧HR猫猫 Presentation 展示展示 Input 输入输入 what 什么 when 何
28、时 where 哪里 how long 多久 who will attend 谁会出席 演示与沟通技巧HR猫猫 Information 资讯资讯 Source 来源来源 business 商业上 colleagues 同事间 journals 刊物 library 图书馆 trade associations 贸易社团 news media 新闻媒介演示与沟通技巧HR猫猫 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 sub
29、ject?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？演示与沟通技巧HR猫猫 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
30、他们应该记得的？Audience-assessment 观众 评估演示与沟通技巧HR猫猫 Audience types 观众类别 broad group 层面广阔的观众层面广阔的观众 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 认识不同的类别认识不同的类别演示与沟通技巧HR猫猫 consider key consider key 重视重要的重视重要的 participants
31、participants 参与者参与者 aim at the decision makers aim at the decision makers 目标放在那些有决定权的人目标放在那些有决定权的人 anticipate objects anticipate objects 预计会有异议预计会有异议 anticipate questions anticipate questions 预计会有问题发问预计会有问题发问 Audience 观众观众 演示与沟通技巧HR猫猫 Planning 计划计划 THINGS TO DOTHINGS TO DOConsider a checklist 考虑一个核对
32、表:before 要做的是之前on the day 在当天during 过期间after 之后演示与沟通技巧HR猫猫 Planning 计划计划 PURPOSE 目的目的 explain 解说 inform 通知 get conviction 取得确信 get action 取得动作反应 entertain 娱乐性演示与沟通技巧HR猫猫 Drafting 草稿草稿 1.writing objective 写下方针2.note down ideas 记下观念3.organize 组织4.write opening 写出开场白5.write speech 写出演讲稿6.write conclusi
33、on 写出结果7.edit,re-write 修改，回顾演示与沟通技巧HR猫猫 Planning 计划计划 Aim to get 目标取得是：目标取得是：Attention 注意注意&Interest 和兴趣。和兴趣。Also,if appropriate 加之，如果适当的：Conviction 确信,Commitment 承诺,Agreement 认同。演示与沟通技巧HR猫猫 Planning 计划计划 Focus on one main theme 焦点在一个题目 Keep it simple,dont overload 保持其简洁，不要充填过多 Test by condensing in
34、to one minute 测试将它浓缩成一分钟！演示与沟通技巧HR猫猫 Planning 计划计划 INTRODUCTION 引导引导Say what you will tell 讲你想讲的DEVELOPMENT 发展发展Tell them-告知他们 (3 thing 3 ways 3 times)三件事，三种方法，三个时间CONCLUSION 结论结论Say what you told them 讲你告诉他们的THANKS 多谢多谢演示与沟通技巧HR猫猫 Preparation 预备工夫预备工夫 prepare early 提前准备 write it down 写下来 go over it
35、-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 向家人作练习演示与沟通技巧HR猫猫 Supporting materials 支援材料支援材料 overheads 投影片投影片 computer slides 电脑幻灯片电脑幻灯片 videos/films 录影带录影带/影片影片 others 其他其他Aids to illustrate and help strengthen your message图解和陈列加强你的信息演示与沟通技巧HR猫猫 Overheads 投影投影 keep simp
36、le 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演示与沟通技巧HR猫猫 Overheads 投影投影 Font size(24pt minimum)字体面积字体面积（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 Dont photocopy from normal text or A4 p
37、ages 不要从一般原文或A4纸页翻印演示与沟通技巧HR猫猫 Rehearsal 预习预习 Learn the material and not the words学习那些材料而不是文字Memorise opening记熟开场白记熟开场白Practice using a mirror用镜子自我练习演示与沟通技巧HR猫猫 Anxiety 焦虑焦虑 A natural reaction 这是一个自然反应 learn to control it 学习如何控制它演示与沟通技巧HR猫猫 Anxiety 焦虑焦虑 know the topic 审阅题目 know the audience 了解听众 org
38、anise yourself 组织工作 practice&rehearse 练习及预演 focus on the topic 焦点放在题目上演示与沟通技巧HR猫猫 Anxiety 焦虑焦虑 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 dont hold papers or finger things 不要用手取东西 focus on audience(eyes)
39、焦点在观众的眼睛 演示与沟通技巧HR猫猫 外观 appearance 站立要直 stand straight 正常地呼吸 breathe deeply 练习移位 practice movement演示与沟通技巧HR猫猫 Presentation 展示展示 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 你是个专家你是个专家演示与沟通技巧HR猫猫On arrival 在到达时在到达时 Be early 要提
40、早要提早 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、名片演示与沟通技巧HR猫猫 Before you start 上台之前上台之前 check equipment 检查供应品检查供应品 plugs and leads 插座和电源 light switches 灯光管制 how to use
41、 使用方法 test&set up 测试和装置 positioning 位置 back -up 支援Are you ready?演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 practice being comfortable 练习到 随意的程度dont hide 不要隐藏use bold movements animate 用强调的动作 有活力的make your eye contact 用眼部接触微笑演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 talk more loudly 说话大声点 address the corners 向在角落的观众称呼 av
42、oid 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）演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 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。演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 Read speech 阅读演
43、讲稿 safest 要谨慎地 more polished 更精练的 need rehearsal 需要排演的 lacks spontaneity 缺少自然感演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 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）演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 Control overhead 控制幻灯展示 Dont block projection
44、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演示与沟通技巧HR猫猫 Delivery 演说的态度演说的态度 6 8 inches 68 英寸距离Dont block face 不要阻挡脸部 speak naturally 自然地说话dont point 不要指点dont 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演示与沟通技巧HR
45、猫猫 Credibility 可靠性可靠性 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 邀请问题演示与沟通技巧HR猫猫 Questions 问题问题 anticipate 预计G What you may be asked 你可能被问及到的一些问题你可能被问及到的一些问题G prepare s
46、ome to ask 准备一些问题演示与沟通技巧HR猫猫 Questions 问题问题 J give timely feedback 给予合时宜的回应J add interest 加些趣味性J enable reinforcement 提供帮助的物品J allow spontaneity 容许自然发生的J boost credibility 提高可靠性演示与沟通技巧HR猫猫 Questions 问题问题 welcome them 欢迎它们欢迎它们 decide when在适当时作决定在适当时作决定 after-more usual 事后更平常的 during-good for training
47、 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）演示与沟通技巧HR猫猫 Questions 问题问题 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 每次处理一个每次处理一个演示与沟通技巧HR猫猫 Questions 问题问题 Dont know-say so 不知道 就说出 Emotive:re-phrase before answeri
48、ng 使感动的：在回答之前改述 Awkward or tricky:bridge or cushion 棘手的/难处理的 跨越掩盖演示与沟通技巧HR猫猫 Conflict 冲突冲突 Be direct 要直接 dont 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 寻找认同之处演示与沟通技巧HR猫猫 Television/Video 录影和电视播送录影和电视播送 Dont talk to the camera-talk to a friend(stoo
49、d or sat beside it).不要对着镜头讲向旁边站着或坐着的朋友讲 Dont 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 细心准备细心准备演示与沟通技巧HR猫猫 Television/Video 录影和电视播送录影和电视播送 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
50、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演示与沟通技巧HR猫猫 Radio 广播广播 Use a script 取用广播原稿:Dont rustle papers 不要弄得纸沙沙作响 Dont 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)Dont talk over someone else 不要离题 Remember microphones magnifynois
