沟通技巧


课程编号:02MGX004H    课  时:20     学  分:1     课程属性:公共选修课     主讲教师:叶先扬 
英文名称:Communication Skills 


主要内容 
Chapter 1. Introduction
Communication is a basic life skill, as important as the skills by which you make your way through school or earn a living. Your ability to communicate largely determines your happiness and success. When you communicate effectively, you make and keep friends. You are valued at work . Your children respect and trust you.

Chapter 2. Basic Skills
a. Listening--Active, Paraphrasing, Clarifying and Giving Feedback.
b. Self-Disclosure--Self-disclosure may be as scary to you as skydiving without a parachute.
c. Expressing--The four kinds of expressing: 
1.Observations, ( This is the language of the scientist, the detective, the appliance repair person).
2.Thoughts, ( Your thoughts are conclusions, inferences drawn from what you have heard, read, and observed).
3.Feelings, ( Probably the most difficult part of communication is expressing your feelings, some people don’t want to hear what you feel).
4.Needs, ( No one knows what you want except you. Youare the expert, the highest authority, on yourself. However, you may have a heavy injunction against expressing your needs).
Chapter 3. Body Language
a. Body movement--
b. Facial Expression--
c. Gestures—
d. Spatial relationships—
Chapter 4. Assertiveness Training
A. Assertiveness training teaches you to express your feelings, thoughts, and wishes, and to stand up for your legitimate rights without violating the rights of others.
Assertiveness is a skill you can acquire, not a personality trait that some people are born with and others are not.
You might have no trouble being assertive with your family, yet find it almost impossible to be assertive with strangers.
B. Responding to Criticism
One of the major reasons people have difficulty being assertiveis that they experience criticism as rejection. This is often a leftover from childhood, when you faced criticism from a one-down position. 
There are three good strategies for assertively responding to criticism: acknowledgement, clouding, and probing.
1.Acknowledgement—
2.Clouding—
3. Probing—
Chapter 5. Negotiation
Everybody negotiates—not just union officials, diplomats, and contractors. You negotiate when you ask for a raise, apply for a job, dispute a grade with a teacher, buy a car or a house, sue somebody, or ask your landlord to paint your apartment. Any time you want something from someone who may have conflicting interests, you are potentially in a negotiating situation.
Negotiation is a skill that helps you get what you want from others without alienating them. 

Four stages of negotiation :

1. Preparation—
2. Discussion—
3. Proposal and counterproposal—
4. Agreement/disagreement—
Dealing With Conflict--
Your attitude toward conflict will determine your success at negotiation. Conflict is inevitable, no matter how you try to avoid it
Rules of Principled Negotiation:
1. Separate the People from the Problem—
2. Understand the People—
3. List Options
Chapter 6. Social Skills
Making Contact—This chapter is about breaking the ice and making conversation with the people who attract you. 
Reframe Your Approach Behavior—
Reframe Rejection—
Deal with the Emotional Blow When Rejected—Guidelines For Making Contact—
How to make contact ?
1. Use Body Language—
2. Use Icebreakers—
3. Ask for information
The Art of Conversation :
Once you break the ice, the question is how to make satisfying contact with other person. You only have to know how to do three things to make good conversation: ask questions, listen actively, and disclose a little about yourself.

Chapter 7 Family Skills
Successful relationships does not just happen. They are nurtured by the people in them. A strong relationship is based on the couple paying attention to the way the relationship is going, and making changes in how they interact together based on what the relationship needs to keep it healthy.
What makes a good relationship ?

Communicating with Children :
To be an effective parent is to realize two things: that you are a human being with problems and that your children are human beings with problems.
There are three critical communication skills required for effective parenting: Listening, Expressing, and Joint problem Solving. These are applicable whether your child is a three-year-old or a teenger.

Chapter 8 Public Skills
A. Influencing Others—
B. Public Speaking—Effective public speaking requires special communication skills. 
C. Interviewing—You will very likely be interviewed many times in your life
D. Make Meetings Work
In business, meetings are a fact of life. 
In Summary:
• Without proper preparation, meetings can be a waste of time.
• Agendas are critical to keeping a meeting on track and keeping all participants informed.
• Invite only the necessary people to meetings to keep the group focused and active.
• When leading a meeting, speak with energy, tone variability, and hand gestures.
• Listen carefully and completely before preparing to disagree with someone.
• At the end of the meeting, summarize all the actions or decisions that were made to be sure everyone is in agreement.