方程式沟通——专给技术人员的沟通培训
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-outline-level: 2" align=center><B><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体">方程式沟通<SPAN lang=EN-US>——</SPAN>专给技术人员的沟通培训<SPAN lang=EN-US><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></SPAN></B></P><P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%"><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体">方 程 式 沟 通<SPAN lang=EN-US>——</SPAN>给技术工程师的沟通<SPAN lang=EN-US><BR></SPAN>（<SPAN lang=EN-US>2009</SPAN>年 <SPAN lang=EN-US>3</SPAN>月 <SPAN lang=EN-US>20-21</SPAN>日<SPAN lang=EN-US> </SPAN>深圳）<SPAN lang=EN-US><SPAN style="mso-spacerun: yes"> </SPAN></SPAN>深圳圣时训公司主办<SPAN lang=EN-US><BR></SPAN><B style="mso-bidi-font-weight: normal">技术工程师常见沟通情境的四个维度</B>：<SPAN lang=EN-US><BR></SPAN>上（领导）、下（下属）、内（同事）、外（客户，包括内部客户与外部客户）<SPAN lang=EN-US><BR><BR></SPAN>一、对内：<SPAN lang=EN-US><BR>• </SPAN>讨论分工<SPAN lang=EN-US><BR>• </SPAN>分享经验<SPAN lang=EN-US><BR>• </SPAN>说服认可<SPAN lang=EN-US><BR>• </SPAN>交接工作<SPAN lang=EN-US><BR>• </SPAN>协调资源<SPAN lang=EN-US><BR>• </SPAN>寻求帮助<SPAN lang=EN-US><BR>• </SPAN>交流分工<SPAN lang=EN-US><BR><BR></SPAN>二、对外（内部客户或外部客户）：<SPAN lang=EN-US><BR>• </SPAN>评估需求<SPAN lang=EN-US><BR>• </SPAN>明确进度<SPAN lang=EN-US><BR>• </SPAN>细化方案<SPAN lang=EN-US><BR>• </SPAN>交流进展<SPAN lang=EN-US><BR>• </SPAN>解释问题<SPAN lang=EN-US><BR>• </SPAN>澄清责任<SPAN lang=EN-US><BR>• </SPAN>安抚情绪<SPAN lang=EN-US><BR><BR></SPAN>三、对下：<SPAN lang=EN-US><BR>• </SPAN>鼓励<SPAN lang=EN-US><BR>• </SPAN>表扬<SPAN lang=EN-US><BR>• </SPAN>批评<SPAN lang=EN-US><BR>• </SPAN>辅导<SPAN lang=EN-US><BR>• </SPAN>布置工作<SPAN lang=EN-US><BR>• </SPAN>主持会议<SPAN lang=EN-US><BR>• </SPAN>评审方案<SPAN lang=EN-US><BR>• </SPAN>关注进度<SPAN lang=EN-US><BR><BR></SPAN>四、对上：<SPAN lang=EN-US><BR>• </SPAN>赞同<SPAN lang=EN-US><BR>• </SPAN>补充<SPAN lang=EN-US><BR>• </SPAN>困惑<SPAN lang=EN-US><BR>• </SPAN>诉苦<SPAN lang=EN-US><BR>• </SPAN>请教方法<SPAN lang=EN-US><BR>• </SPAN>申请资源<SPAN lang=EN-US><BR>• </SPAN>汇报进展<SPAN lang=EN-US><BR>• </SPAN>总结得失<SPAN lang=EN-US><BR><BR></SPAN><B style="mso-bidi-font-weight: normal">企业技术研发团队的技术工程师常见沟通障碍的产生原因：</B><SPAN lang=EN-US><BR> </SPAN>长期浸淫于理工科目的思考方式，擅长追寻确定性<SPAN lang=EN-US>——</SPAN>要么证明是对的，要么证明是错的。对情绪、动机、暗示等主观元素难以把握，表现在表达方式要么太直，要么太绕。<SPAN lang=EN-US><BR> </SPAN>更习惯于说自己的观点，当沟通中观点太多而事实和细节较少，就容易出现对立。<SPAN lang=EN-US><BR> </SPAN>所受教育一直是要求从自己的思路出发，寻找客观事实的依据，预测逻辑发展的结果。而高效的沟通更要求从对方的需求出发，理解对方的动机和目的，让对方自己说服自己。<SPAN lang=EN-US><BR> </SPAN>不注意感受他人的情绪，不注意控制自己的情绪。<SPAN lang=EN-US><BR> </SPAN>提问的水平限制了讨论的效果。习惯性提出给人压力的封闭式问题，试图让对方自认其错，从而导致态度的对立。<SPAN lang=EN-US><BR> </SPAN>与人交往中，自我价值通常有两种建立模式：一种是通过指出他人的错误而建立自己的价值；一种是通过认可别人，帮助别人实现价值而建立自己的价值。销售顾问、管理人员，通常是后者。而专家学者、技术人员，往往是前者。<SPAN lang=EN-US><BR><BR><SPAN style="mso-spacerun: yes"> </SPAN></SPAN>《方程式沟通》，沿用理工学科的学习模式来系统提升沟通能力，从沟通基础元素到综合场景运用，从沟通通用能力到沟通实用技巧，由<SPAN lang=EN-US>x</SPAN>、<SPAN lang=EN-US>y</SPAN>、<SPAN lang=EN-US>z</SPAN>到方程式，由＋、－、<SPAN lang=EN-US>×</SPAN>、<SPAN lang=EN-US>÷</SPAN>到万能解法<SPAN lang=EN-US>……</SPAN>强调循序渐进，强调步步为营，强调案例讲解，强调实战演练，强调与技术人员的一切沟通障碍相结合。<SPAN lang=EN-US><BR><SPAN style="mso-spacerun: yes"> </SPAN></SPAN>澳大利亚联邦<SPAN lang=EN-US>ZF</SPAN>在<SPAN lang=EN-US>1992</SPAN>年《<SPAN lang=EN-US>Mayer Report</SPAN>》基础上提炼的<SPAN lang=EN-US>“</SPAN>职场人士通用的<SPAN lang=EN-US>7</SPAN>项核心能力<SPAN lang=EN-US>”</SPAN>（<SPAN lang=EN-US>Employment-related Key Competencies</SPAN>，简称<SPAN lang=EN-US>7KC</SPAN>），其中最为重要的是<SPAN lang=EN-US>“</SPAN>沟通表达<SPAN lang=EN-US>”</SPAN>（<SPAN lang=EN-US>COMMUNICATING IDEAS AND INFORMATION</SPAN>）和<SPAN lang=EN-US>“</SPAN>信息处理<SPAN lang=EN-US>”</SPAN>（<SPAN lang=EN-US>COLLECTING, ANALYSING AND ORGANISING INFORMATION</SPAN>）。历经澳洲劳工部十余年推广实践，已经成为非常成熟有效的课程体系和训练模型。<SPAN lang=EN-US>2007</SPAN>年，圣时训将其引入中国，并结合中国企业的文化心理、交往习惯、行为特征，推出《八步阶梯练沟通》（<SPAN lang=EN-US>Communication Step by Step</SPAN>）及《工作就是信息处理》（<SPAN lang=EN-US>Just do Information</SPAN>），因其实战、有效、进阶的训练效果，被众多知名企业引入企业内部，配合企业的能力模型（<SPAN lang=EN-US>Competency Model</SPAN>）战略，成为提升员工胜任力的业界标准。<SPAN lang=EN-US><BR><SPAN style="mso-spacerun: yes"> </SPAN></SPAN>《方程式沟通》是圣时训根据中国企业技术研发类人士的日常表现、职位要求、常见问题，在大量调研与培训实践后，重点推广的品牌课程。以理性调控感性，以效用带动效率，以智商提领情商，循序渐进地提升研发技术人士的沟通能力。<SPAN lang=EN-US><BR><SPAN style="mso-spacerun: yes"> </SPAN></SPAN>《方程式沟通》受到<SPAN lang=EN-US>GE</SPAN>医疗、西门子、阿里巴巴、格兰富、中国电信、从兴电子等研发型企业的技术团队深度认可。<SPAN lang=EN-US><BR><BR></SPAN>模块一：沟通方程式基础<SPAN lang=EN-US><BR>1.1 </SPAN>基本元素（相当于<SPAN lang=EN-US>x</SPAN>、<SPAN lang=EN-US>y</SPAN>、<SPAN lang=EN-US>z</SPAN>）：<SPAN lang=EN-US><BR><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:chsdate w:st="on" IsROCDate="False" IsLunarDate="False" Day="30" Month="12" Year="1899">1.1.1</st1:chsdate> </SPAN>事实<SPAN lang=EN-US><BR>1.1.2 </SPAN>观点<SPAN lang=EN-US><BR>1.1.3 </SPAN>提问<SPAN lang=EN-US><BR>1.2 </SPAN>连结规则（相当于＋－<SPAN lang=EN-US>×÷</SPAN>）<SPAN lang=EN-US><BR>1.2.1 </SPAN>次序<SPAN lang=EN-US><BR>1.2.2 </SPAN>逻辑<SPAN lang=EN-US><BR>1.2.3 </SPAN>层次<SPAN lang=EN-US><BR></SPAN>模块二：沟通方程式之运算<SPAN lang=EN-US><BR>2.1 </SPAN>说的函数<SPAN lang=EN-US><BR></SPAN>＝<SPAN lang=EN-US> <BR>2.2 </SPAN>听的函数<SPAN lang=EN-US><BR></SPAN>＝－ （能够辨别事实、观点、次序、逻辑）<SPAN lang=EN-US> <BR>2.3 </SPAN>问的函数<SPAN lang=EN-US><BR></SPAN>＝<SPAN lang=EN-US> <BR></SPAN>模块三：方程式沟通之变换<SPAN lang=EN-US><BR>3.1 </SPAN>增加观点影响力（增加辩论说服力）<SPAN lang=EN-US><BR>3.1.1 </SPAN>改变视角<SPAN lang=EN-US><BR>3.1.2 </SPAN>故事启发<SPAN lang=EN-US><BR>3.1.3 </SPAN>宽容范围<SPAN lang=EN-US><BR>3.1.4 </SPAN>拔高层次<SPAN lang=EN-US><BR>3.2 </SPAN>增加演讲感染力<SPAN lang=EN-US><BR>3.2.1 </SPAN>冲突开场<SPAN lang=EN-US><BR>3.2.2 </SPAN>借用工具<SPAN lang=EN-US><BR>3.2.3 </SPAN>肢体语言<SPAN lang=EN-US><BR>3.2.4 </SPAN>善于互动<SPAN lang=EN-US><BR>3.3 </SPAN>增加汇报思想力<SPAN lang=EN-US><BR>3.3.1 </SPAN>摘选事实<SPAN lang=EN-US><BR>3.3.2 </SPAN>清晰观点<SPAN lang=EN-US><BR>3.3.3 </SPAN>建议行动<SPAN lang=EN-US><BR>3.3.4 </SPAN>预测后果<SPAN lang=EN-US><BR><BR>3.4 </SPAN>增加会议讨论力<SPAN lang=EN-US><BR>3.4.1 </SPAN>主持指要<SPAN lang=EN-US><BR>3.4.2 </SPAN>事先准备<SPAN lang=EN-US><BR>3.4.3 </SPAN>提炼主题<SPAN lang=EN-US><BR>3.4.4 </SPAN>四种提问<SPAN lang=EN-US> <BR>3.5 </SPAN>增加解释理解力<SPAN lang=EN-US><BR>3.5.1 </SPAN>听懂对方<SPAN lang=EN-US><BR>3.5.2 </SPAN>告知听懂<SPAN lang=EN-US><BR>3.5.3 </SPAN>让人听懂<SPAN lang=EN-US><BR>3.5.4 </SPAN>确认听懂<SPAN lang=EN-US><BR></SPAN>模块四：方程式沟通之万能解法<SPAN lang=EN-US><BR>4.1 </SPAN>标准主导<SPAN lang=EN-US><BR>4.2 </SPAN>迎合关系<SPAN lang=EN-US><BR>4.3 </SPAN>制约情绪<SPAN lang=EN-US><BR>4.4 </SPAN>垫子控制<SPAN lang=EN-US><BR><BR></SPAN><B style="mso-bidi-font-weight: normal">目标学员</B>：<SPAN lang=EN-US><BR></SPAN>专业技术从业人员，研发、售后、服务支持工程师<SPAN lang=EN-US><BR><BR></SPAN><B style="mso-bidi-font-weight: normal">课程投资</B>：<SPAN lang=EN-US><BR></SPAN>训练日程<SPAN lang=EN-US> </SPAN>开课时间：<SPAN lang=EN-US>2009</SPAN>年<SPAN lang=EN-US>3</SPAN>月<SPAN lang=EN-US>20</SPAN>、<SPAN lang=EN-US>21</SPAN>日（周五、周六）<SPAN lang=EN-US><BR></SPAN>训练投资<SPAN lang=EN-US> 1880</SPAN>元<SPAN lang=EN-US>/</SPAN>人<SPAN lang=EN-US> 3</SPAN>月<SPAN lang=EN-US>2</SPAN>日前报名并转款<SPAN lang=EN-US><BR> <SPAN style="mso-spacerun: yes"> </SPAN>1980</SPAN>元<SPAN lang=EN-US>/</SPAN>人<SPAN lang=EN-US> 3</SPAN>月<SPAN lang=EN-US>2</SPAN>日之后报名并转款<SPAN lang=EN-US><BR> <SPAN style="mso-spacerun: yes"> </SPAN><SPAN style="mso-spacerun: yes"> </SPAN></SPAN>三人套票：<SPAN lang=EN-US>5790/3</SPAN>人<SPAN lang=EN-US> 3</SPAN>月<SPAN lang=EN-US>9</SPAN>日之前报名并转款<SPAN lang=EN-US><BR></SPAN>说 明<SPAN lang=EN-US> <SPAN style="mso-spacerun: yes"> </SPAN></SPAN>小班训练课程，每班限<SPAN lang=EN-US>20</SPAN>人。<SPAN lang=EN-US><BR></SPAN></SPAN><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体">报名办法：<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24.1pt; LINE-HEIGHT: 18pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly; tab-stops: 73.5pt; mso-layout-grid-align: none"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">闫瑾</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt"><FONT face="Times New Roman"> </FONT></SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">女士</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 12pt"><SPAN style="mso-spacerun: yes"><FONT face="Times New Roman"> </FONT></SPAN></SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">杨维青</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt"><FONT face="Times New Roman"> </FONT></SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">女士</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 12pt"><SPAN style="mso-spacerun: yes"><FONT face="Times New Roman"> </FONT></SPAN></SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">谭飞</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt"><FONT face="Times New Roman"> </FONT></SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">小姐</SPAN></B><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 19.2pt; mso-pagination: widow-orphan"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体"><BR></SPAN><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体">主讲老师：赵周</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体"><BR></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体">圣时训商务咨询有限公司专职讲师<SPAN lang=EN-US><BR></SPAN>圣时训<SPAN lang=EN-US>-7kc</SPAN>首席认证<SPAN lang=EN-US>Facilitator <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 19.2pt; mso-pagination: widow-orphan"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体"><SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: 宋体">赵老师拥有浙江大学物理学系理学学士学位。从事培训教育相关工作数年，具有丰富的培训工作实际经验。其培训特色为理性、实战、幽默，注重技能提升。 <SPAN lang=EN-US><BR>2007</SPAN>年<SPAN lang=EN-US>11</SPAN>月<SPAN lang=EN-US>29</SPAN>日，赵老师通过<SPAN lang=EN-US>7KC Chief Architect</SPAN>孙路弘老师带领的团队的认证，成为《<SPAN lang=EN-US>Communication Step by Step</SPAN>（八步阶梯练沟通）》第一位授权<SPAN lang=EN-US>facilitator</SPAN>。到目前为止，受训学员包括来自英格索兰、亚太酿酒、<SPAN lang=EN-US>GE</SPAN>医疗器械、<SPAN lang=EN-US>BTU</SPAN>公司、西门子、阿里巴巴、欧莱雅、中智、安泰人寿、中国电信等。培训效果明显，学员在一天的训练之后，就可以体会行为的改变。<SPAN lang=EN-US><BR><BR></SPAN>自从我们老板跟我说，为什么现在有的员工说话我听不懂，是我的理解能力的问题还是他的表达能力的问题。所以，我一直在寻找好的沟通课程和老师。现在终于找到了。<SPAN lang=EN-US> <BR>——</SPAN>中智上海经济技术合作公司 许小姐<SPAN lang=EN-US><BR><BR></SPAN>我们会在企业内部引入这个课程，我们有一千多位员工，会先从高层经理人开始。成人教育的特点是<SPAN lang=EN-US>“</SPAN>一听就懂，出门就忘<SPAN lang=EN-US>”</SPAN>。这个课程进阶和演练的体系设计得很好，赵老师的演绎和辅导特别生动，我们很受启发。<SPAN lang=EN-US> <BR>——</SPAN>上海亚太酿酒有限公司 王先生<SPAN lang=EN-US><BR><BR></SPAN>我们会对新员工也进行沟通进阶的训练。可能只给新员工上前三个进阶。具体课程安排希望请赵老师帮助设计。<SPAN lang=EN-US> <BR>——GE</SPAN>医疗器械 薛小姐<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
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