Overview of employee communication skills training Part I
In order to improve the communication ability of all employees and improve the company's work efficiency, on February 9th, the company invited a practical teacher from Taiwan Province Province to train employees on how to improve their communication ability. Professor Fan's training is vivid, humorous, relaxed and easy to understand. He used a large number of actual combat cases, and the interaction process was enlightening. With this unique teaching style and humorous content, it has won high recognition from employees.
Professor Fan started with her daughter's enrollment in the United States, and guided us to realize the necessity of communication through many conflicts caused by different teaching methods between China and the West. A person, no matter what position, no matter what position, communication is the foundation of everything, and everyone needs it. . Professor Fan tells us the importance of communication skills according to his own experience. American teachers use praise and guidance to make their daughters give up games and choose to think. Is this the method adopted by communication experts? .
1, communication skills: mirror reflection method. Think of yourself as a mirror, reflecting what others say in questions, or reflecting the speaker's emotions back. Don't take the initiative to find problems.
Never try to be fair to subordinates. We should be open and fair before being fair.
2. Listen effectively, with your heart, eyes, hands, mouth and ears, and then listen with empathy, concentration, selectivity, perfunctory listening and listening without listening.
Key points of effective listening:
Point 1: Knowing each other's emotions and letting them know that you feel his or her feelings can reduce hostility and enhance mutual trust.
Point 2: Encourage each other, let them actively participate in the discussion, and play the role of brainstorming. But encouraging each other does not mean understanding or recognition.
Point 3: Understand each other's thoughts, listen to the information expressed by each other, and repeat what each other said through your own understanding.
Point four, ask, find information and confirm it through interrogative sentences or true and false sentences.
Fifth, express your views.
3. Questioning skills:
Open inquiry: it is suitable for the openness of exchanging and collecting information. Due to poor efficiency, it is not suitable for overall use.
Closed question: Really? One egg or two eggs? Ask the other party to make a clear choice about the problem.
4. Key points:
Know what to say before speaking. Know what to say before speaking.
Only these two States are suitable for talking, otherwise it is listening or asking.
Three golden principles: 1, self-reflection; 2. lodge a complaint with the superior; 3. Give a step.
Case 1 Response to leapfrog reporting: It should be recognized that superiors like to listen to leapfrog reporting, but superiors should not listen to leapfrog reporting, so subordinates should take the initiative to let their superiors know about their work; When dealing with it, it is not appropriate to communicate with the upper, middle and lower levels, but to use the golden three principles to find the superior to communicate in time.
Case 2: When your boss asks you to hand over an important task to a subordinate who is not qualified for this task, you should complain to the superior, take the task on yourself and promise the boss to complete the task.
Case 3: Dealing with ultra vires: As a middle manager, you should stop it in time. First of all, you should use the golden three principles to communicate with your superiors, and then you should communicate with your subordinates to explain that you will find resources to help him. In order to complete the tasks assigned by superiors, I will report to you at the first time and take control of things.
The principle of cross-departmental communication: never threaten or deadline; Never think only of yourself, but not of each other; Always ask for each other's opinions.
All good communication is listening, praising, asking and guiding, saying that you should grasp the main points before opening your mouth, so as to achieve the best communication effect.
The overall evaluation of the training by employees is good, and the evaluation by lecturers is also very high. This teaching method is novel, interactive and easy for everyone to absorb and digest. Many methods and skills can be directly applied to work and life. At the same time, I realize that I need to make progress and learn. The expectation of more such training opportunities is put forward.
Learning experience of communication skills (2)
On July 2013 16, in order to improve the effective communication ability of the company's employees, the human resources department organized employees and communicated effectively? Mainly studied Yu Shiwei's lecture on communication skills, and expounded the purpose, skills and process of communication.
Through training, I learned a lot of useful knowledge and some thoughts. I specially take out what I have learned and share it with you.
2 1 century is an era full of fierce competition. As a successful professional manager, you should not only have the ability to deal with problems and setbacks, but also establish good interpersonal relationships with customers, colleagues, partners and suppliers. Therefore, improving communication skills and managing interpersonal relationships are important guarantees for career success.
Teacher Yu said that communication is not an instinct, but an ability. In other words, communication is not innate, but cultivated and trained in work practice. Another possibility is that we already have potential communication ability, but this potential ability has been suppressed for various reasons in the process of growing up. Now I want to compare with foreign children. Children in China are good at talking under the stage, but they are not good at talking when they get on the stage. The main reasons are as follows.
Lessons from communication skills training (2) Parents in China often suppress their children and prevent them from expressing too many opinions. As a result, when children grow up, when they should express their opinions, most of them will not speak; When he doesn't need to talk, he will say a lot of wisecracks. This shows that China's parents have not trained their children well in communication: what to say and what not to say.
The second question is the purpose of communication, which has the following four aspects; Control the behavior of members; Motivate employees to improve their performance; Express emotions; Circulation information.
Communication is an incentive. Managers and subordinates in corporate governance generally don't know what you are busy with, you don't know what he is thinking, he doesn't necessarily know your pain, and you don't necessarily know what he is doing. In fact, this is the loss of motivation. Especially those companies that use partitions and separate offices, as a supervisor, you have to go out for a walk often, even if it is ten minutes in the morning or ten minutes in the afternoon, it will have a great impact on the company and its subordinates. Is that what management calls it? Walking management? .
In actual communication, mutual recognition is a skill that can reach the soul directly, and it is also one of the driving forces of communication. Communication has the following three elements: the basic problem mentality of communication; Basic principles of communication; The basic requirement of communication is initiative.
Many people think that communication is a speaking skill, but this is not true. A person's mentality is wrong, and his mouth is as useless as a spring, so the basic problem of communication is actually the problem of mentality. Another more important communication element? Care. You should pay attention to each other's situation and needs, whether there are any inconveniences and problems, understand each other, consider problems from each other's standpoint, consider practical problems such as their cultural level and social background, and then express yourself in a way acceptable to the other party, so that the other party can understand your thoughts more easily.
Based on this study, I have gained a lot in interpersonal communication. It is necessary to understand the importance of communication in interpersonal communication and the problems that should be paid attention to in the process of communication, learn to put yourself in the other person's shoes, learn to observe and care about each other, comprehensively consider each other's situation in organizational language, and communicate with different people by using different expressions. I believe I will improve myself in my future work and life. I look forward to the next training organized by the company.
Experience of communication skills training (3)
Communication, as we all know, is a process of transferring information, thoughts and emotions between individuals or groups for a set goal and reaching an agreement. But how can we ensure the actual effect of communication? As an inspection team, effective communication is an essential skill in the work. With a thirst for knowledge, today I attended a special lecture on "Communication Skills" given by Liu Qing.
The first is to explain the three elements of communication:
(1) should have a clear goal;
(2) reach an agreement with * * * *;
③ Communicate information, thoughts and emotions.
That is, there must be an event, objection or matter to be clarified before communication, and then a mutually agreed result can be obtained through verbal communication or other means.
How to ensure the smooth communication process and reach an agreement? This requires attention to methods and skills. First of all, we should understand the interpersonal style of the communication object and what kind of personality it belongs to. People with analytical skills are serious, methodical, step-by-step, with few movements and few facial expressions. Therefore, when communicating with analytical people, we should pay attention to details, keep time, keep records to avoid excessive movements, try to avoid eye contact and lean back. Dominant people are independent, decisive, enthusiastic, capable and successful. In contact with the dominant person, you need to pay attention to practical efficiency, don't have too many greetings, directly state your purpose, have a loud voice, be confident, make strong eye contact and lean forward. A harmonious person is kind, cooperative and patient. In contact with this type of people, he pays attention to the good cooperative relationship between the two sides, likes the appreciation of others, always smiles when talking with him, pays attention to cadence when speaking, pursues his own opinions and makes frequent eye contact. Expressive people are extroverted, straightforward and kind-hearted, with many actions and many words. When communicating with this type of people, we should create a good atmosphere, look at each other with a loud voice, and look at things from a macro perspective with physical movements.
Understanding the interpersonal style of the communication object, communicating problems according to his personality and creating a good communication atmosphere will increase the good cooperative relationship between the two sides and achieve the results recognized by both sides. There are many things that need to be communicated in supervision work. I benefited a lot from this lecture. In my work, there are often contradictions or misunderstandings due to poor communication with employees and poor communication between the head office of a branch company or the head of a department. Therefore, mastering communication skills can make the cooperation between departments and employees happy. Through today's training, I learned the following benefits:
1. Communication with employees should be friendly, correct and not impetuous.
2. Put yourself in the shoes and listen carefully. Don't listen until you hear it.
Don't use power to suppress each other, have a clear view, and don't be wrong about things.
4, empathy, but without losing the principle.
5, under the premise of following the enterprise system, realize * * * knowledge.
6, don't care about each other's attitude, to convince people.
When dealing with bosses of various personalities, different countermeasures are given according to different types of leadership styles. I think my leader is a combination of control, interaction and facts, and she has three styles, that is, strict and serious and authoritative. Therefore, persuading the boss needs to master the following skills:
1, choose the right time to propose (in a good mood).
2. The data should be convincing when it is put forward.
3. Imagine the boss's problem.
4. Be concise.
In the afternoon class, I explained the skills to be mastered in praising and criticizing subordinates. Through training and practical work, I learned the following benefits. Although there are not many people in the inspection team, the work involves many inspection contents, wide inspection scope and relatively large authority. Therefore, the requirements for professional knowledge and work skills will be higher, so the work pressure of subordinates is also greater, and now they are basically newcomers, and there are more opportunities to make mistakes. As the head of the inspection team, we should be cautious about how to do our work best.
Therefore, when giving orders to subordinates, we must correctly convey the intention of the order, be kind when giving orders, emphasize the importance of work, give subordinates greater autonomy, * * * discuss the situation together, and let subordinates ask questions in time, which is the premise to ensure the smooth completion of the conveyed orders and matters.
When employees perform well in their work or a job is successfully completed, or the assessment data is excellent, they should be given appropriate praise. However, if you don't master the skills of praising his subordinates, other staff in the department will have incorrect attitudes or be depressed and won't go in. Therefore, when praising employees, the attitude should be sincere, the content of praise should be specific, attention should be paid to the occasions of praise, and indirect praise techniques should be used appropriately.
When employees make mistakes, they should criticize and educate appropriately, but they should grasp the degree of criticism. When criticizing, they should first give sincere praise, that is, emphasize? Are feet long and inches short? Man is not a saint, and to err is human. It doesn't matter if they inadvertently make mistakes in their work. The key is to have a correct attitude towards mistakes and correct them in time. Furthermore, we should respect objective facts, do not hurt employees' self-esteem and self-confidence, and end the criticism amicably.
These are some gains, feelings and experiences gained in the training this day. Enterprises have spent a lot of manpower and material resources to promote training. As the person in charge of each department, we must absorb the essence and experience of the training content and apply it to practical work, so as to make all the work perfect, unite as one, cooperate sincerely and achieve great success.