Communication Skills 课程大纲：

1.     What Is Diplomacy?: What Makes Some People Good Communicators

This training begins with a discussion of what diplomacy and tact are and why they are important skills to practice and develop. In this foundation lesson, participants will evaluate the communication styles of several well-known people and list the strengths and weaknesses of each.

Understanding the Communication Process

u       The Goal of Effective Communication

u       The Importance of Effective Communication

u       How Communication Works

u       The Process

u       Communication Networks

u       Eliminating Barriers

2.     Building Personal Credibility: Understanding Different Communication Styles

The next module shifts the focus inward to each participant's personal communication style.  Using the Business Training Works' signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles, the styles of their coworkers and clients, and how to adjust for better communication.

Understanding Influencing Factors

u       Identifying Influencing Factors

u       Minimizing Assumptions and Preconceptions

u       Minimizing Prejudices

u       Understanding the Situation or Environment

Listening Skills

u       Introducing Listening Skills

u       Examining Your Listening Skills

u       Active Listening

u       Re-examining Your Listening Skills

u       Empathetic Listening

u       Using Questions

u       The Role of Silence

u       Interpreting Responses

u       Recognizing Individual Sensory Modes

3.     It's Not What You Say...: Rephrasing for Better Relationships

The lesson "it's not what you say but how you say it" is one that takes some people years to learn.  In this section, participants will learn how to use language so that it will be better received in conversations and in writing.  Special emphasis is placed on learning to say "no" in ways that reduce conflict and eliminating phrases such as, "that's not my job" and "I don't know."

Using Communication Tools

u       Understanding Delivery Methods

u       Selecting Words

u       Using Tone and Sincerity

u       Using Body Language

u       Selecting the Correct Channel

4.     Tools of the Trade: Voicemail, Email, Memos, and More

When used poorly, certain office communication tools designed to improve business communication do exactly the opposite.  Anyone who has ever sent a misinterpreted email can attest to this fact.  From grammar to telephone etiquette, this component reviews office communication tools and how to use them for maximum effectiveness.

Communicating in the Workplace

u       Writing Effective Sentences

u       Placing Modifiers

u       Using Active Voice

u       Combining Sentences

u       Proofreading

u       Proofreading Suggestions

u       Using Telephone and Voice Mail Etiquette

u       Placing Calls

u       Answering Calls

u       Using Voice Mail

u       Using E-mail Etiquette

u       Understanding E-mail Guidelines

u       Resolving Employee Complaints

u       Understanding Effective Complaint

u       Resolution Processes

1.     Difficult Personalities and Difficult Situations: Dealing with the Challenging

Communication Skills 讲师简介：

崔老师
神州企业管理培训网高级培训师，英国Herefordshire大学MBA,微软公司高级讲师,高通公司高级讲师,海信电器常任培训教练,领导力咨询顾问,央视“绝对挑战”专家组成员
崔老师在IT行业拥有10年的从业经历，曾在某大型IT股份制有限公司历任销售经理、营销总监、副总经理等职。在企业从事管理实战工作时，业绩十分突出，成功个案颇多，现为多家知名公司常年教练。
自2000年进入培训咨询行业以来，积累了丰富的企业管理顾问经验，完成了一系列知名企业的培训咨询项目，并由于其出色的英语授课技能，受到美国大使馆，澳大利亚大使馆的高级官员一致好评。
授课风格以信息量大、知识面广、层次清晰为主，具有面向不同企业的课程设计能力。崔老师在企业管理、性格学、销售管理领域有较深入的理论研究与咨询实践。

目前主要讲授课程：
《危机管理》、《人性领导与高效执行》、《把握关键与压力管理》、《中国式高效率沟通技巧》、《中国式大客户销售技巧》、《高效能人士的七个习惯》、《高效时间管理》、《商务演示技巧》、《企业员工职业化修练》、《中层――发展型企业“赢”的核心因素》等

擅长的咨询项目：
销售类：
销售人员招聘，销售人员素质提升，销售团队问题诊断 ，销售经理领导力提升
培训类：
企业内部培训体系的建立，塑造优秀的内部培训师 ，培训的价值评估 ，
管理战略类：
企业文化与公司战略 ，危机预警与管理体系 ，领导力顾问咨询 ，组织结构与流程分析

主要客户：
联合国人口基金会（全英文授课） ，美国大使馆（全英文授课） ，澳大利亚大使馆（全英文授课） ，西门子 ，York空调 ，
SONY Ericsson ，DHL ，佳能（中国），诺基亚 ，INFORSKY ，上海浦发银行 ，中国石油 ，中国海洋石油总公司 ，美铝亚洲 ，
菲利普斯 ，壳牌石油，泰康人寿，海信电器

Communication Skills 学员对象：