人際溝通和關(guān)系管理（中英文）

人際溝通與關(guān)系管理
Interpersonal Communication & Relationship Management
王 琛Karl Wang
人際溝通與關(guān)系管理
Interpersonal Communication & Relationship Management
適用學(xué)員 Attendees
企業(yè)中高層經(jīng)理、部門經(jīng)理、主管、新任管理者、從專業(yè)人才轉(zhuǎn)型到管理崗位的、進(jìn)一步想提高管理績(jī)效的、晉升到高層管理以及其它預(yù)備管理人員。
All levels managers
培訓(xùn)時(shí)長(zhǎng) Duration
2天（6小時(shí)/天）
Two days (6 hours / day)
培訓(xùn)方式 Methodology
精通：觀念體驗(yàn)、模型體驗(yàn)、案例體驗(yàn)、互動(dòng)體驗(yàn)
Lecture on concept, modeling, case study.
氣通：游戲體驗(yàn)、參與體驗(yàn)、分享體驗(yàn)、動(dòng)手體驗(yàn)
Game engagement, experience sharing and on-spot practice
神通：工具體驗(yàn)、角色體驗(yàn)、計(jì)劃體驗(yàn)、承諾體驗(yàn)
Communication tool application, plan and commitment for future
培訓(xùn)目的 Objectives
了解工作中溝通的問(wèn)題
正確理解溝通的定義和共同的過(guò)程
掌握溝通中說(shuō),聽(tīng),問(wèn)的技巧
學(xué)習(xí)工作中溝通的六個(gè)步驟
掌握工作中上下級(jí)溝通的特點(diǎn)和正確方法
了解人人際風(fēng)格共同技巧
建立對(duì)人際管理的正確看法與認(rèn)識(shí)?
掌握建立人際關(guān)系的方法與技巧?
有效提升溝通效能，幫助人際關(guān)系的長(zhǎng)久維系
To Search the reasons of problem in communication
To understand the definition of communication and common process.
To master communication, listening, asking skills.
To learn the six steps of communication in the work.
To learn the characteristics and correct method of communication between the superiors and the subordinates.
To understand interpersonal styles of common skills.
To establish a correct view on interpersonal relationship and understanding of relationship management
To grasp the methods and skills of relationship management and resolution
To improve effectively communication efficiency and help maintain interpersonal relationships for a long time
課程特色 Features
2032007429500課程大綱 Outline
第一章： 溝通
工作和生活中常見(jiàn)的溝通問(wèn)題與后果（舉例）
第二章 溝通的定義
溝通的定義
溝通的三要素
溝通的雙項(xiàng)性
溝通的兩種方式
非言語(yǔ)以及語(yǔ)言溝通的作用與特點(diǎn)
信任是溝通的基礎(chǔ)
第三章 溝通技巧
有效發(fā)送信息的五要素。時(shí)間，地點(diǎn)，內(nèi)容，對(duì)象，方法
聆聽(tīng)的五種層次
有效聆聽(tīng)的過(guò)程及特點(diǎn)
反饋的定義
反饋的特點(diǎn)
JOHARI溝通視窗
第四章 人際風(fēng)格溝通技巧
四種溝通風(fēng)格
支配型人的溝通特點(diǎn)
分析型人的溝通特點(diǎn)
表達(dá)型人的溝通風(fēng)格
和藹型人的溝通風(fēng)格
第五章 各個(gè)層級(jí)的溝通技巧
上下級(jí)溝通的過(guò)程
上下級(jí)溝通的問(wèn)題
高級(jí)管理者在溝通中的目的
中級(jí)管理者在溝通中的目的
員工在溝通的目的
有效的上下級(jí)溝通
跨部門、跨職能的人員溝通
第六章 工作中溝通的六個(gè)步驟
溝通之前的準(zhǔn)備 - 溝通目標(biāo)的設(shè)定
確認(rèn)雙方的需求和目標(biāo) - 溝通中的提問(wèn)技巧
溝通中的有效地表達(dá) - 有效表達(dá)的兩種方式
如何處理溝通種的異議
達(dá)成共識(shí)
共同實(shí)施
第七章：認(rèn)識(shí)人際關(guān)系
交換理論在人際關(guān)系中的運(yùn)用
商品
服務(wù)
思想情感
認(rèn)識(shí)溝通與人際關(guān)系在生活工作中的價(jià)值
馬斯洛需求原理的延伸
分析目前人際關(guān)系的現(xiàn)狀，確立訓(xùn)練目標(biāo)
總結(jié)人際關(guān)系的基本法則，發(fā)現(xiàn)問(wèn)題實(shí)質(zhì)
建立良好人際關(guān)系的基本法則
良好印象的重要途徑
給人良好印象的簡(jiǎn)單方法
永遠(yuǎn)保持舒服的第一感覺(jué)
談話高手的必然守則
如何讓別人熱愛(ài)與你談話
如何談話讓別人感覺(jué)幸福
贏得友情的核心辦法
友誼深淺與友誼長(zhǎng)短的秘密
體現(xiàn)在乎別人的三大原則
如何真誠(chéng)贊美
第八章：客戶關(guān)系管理概論
誰(shuí)是客戶
客戶關(guān)系的定義
案例：王永慶賣大米客戶關(guān)系管理的核心思想
客戶管理管理對(duì)企業(yè)的意義
客戶關(guān)系管理的內(nèi)容
第九章：客戶關(guān)系的建立
對(duì)客戶的認(rèn)識(shí)
客戶價(jià)值：顧客價(jià)值與關(guān)系價(jià)值
客戶的終身價(jià)值（CLV）計(jì)算
客戶的狀態(tài)
客戶的生命周期及計(jì)算
第十章：客戶關(guān)系的維護(hù)：
客戶信息
個(gè)人客戶與企業(yè)客戶
獲得客戶信息的渠道
利用數(shù)據(jù)庫(kù)管理客戶信息
第十一章：達(dá)成客戶滿意和客戶忠誠(chéng)
客戶滿意度管理
如何提升客戶滿意度
四類客戶忠誠(chéng)
提升客戶忠誠(chéng)的八大策略
案例：利樂(lè)公司“搞定”客戶的秘笈第十二章：總結(jié)：?jiǎn)柵c答
Communication
Common communication problems and affects in work and life (examples)
Definition of Communication
The definition of communication
Three key factors of communication
Interactions of communication
Two-way communications
The functions and properties of body language
Trust is foundation of communication
Communication Skill
The five elements of how to effectively send information: time, place, content, object and method.
Five levels of listening
Process and characteristics of effective listening
The definition of feedback
The characteristics of feedback
JOHARI Window
Personality on Communication (DISC, Dr. William Moulton Marston)
Four type of communication style
Communication style for Dominance
Communication style for Influence
Communication style for Steadiness
Communication style for conscientiousness
Communication Skills of Each Level
The process of communication between the superiors and the subordinates.
The problem of communication between the superiors and the subordinates.
The purpose of senior managers’ communication
The purpose of middle managers’ communication
The purpose of employee’s communication
Effective communication between the superiors and the subordinates
Cross-functional communication
Six Steps of Communication in the Work
Goal setting for the communication in advance
Identify needs and goals of both sides - the questioning techniques of communication
Communicate effectively - two ways of effective expression
How to deal with the objection
Reach consensus
Implementation
Understanding interpersonal relationships
The use of exchange theory in interpersonal relationships
Goods
Service
thoughts and emotions
To recognize the value of communication and interpersonal relationships
Extension of Maslow's need’s hierarchy
To evaluate the current status of interpersonal relationships and establish training objectives
To discover the essence of the possible problem
Basic rules for establishing good interpersonal relationships
Important way to get a good impression
Best way to give a good impression
Always make others to feel comfortable first
The inevitable code of the conversation master
How to make others love to talk to you
How to talk to make others feel happy
The core way to win friendship
The key for long time friendship
How to praise sincerely
Introduction to Customer Relationship Management
Who are the customers?
Definition of customer relationship
The core idea of customer relationship management
The significance of customer management and management to the enterprise
Content of Customer Relationship Management CRM
Establishment of Customer Relationship
Knowledge of customers
Customer Value: relationship value
Customer's Life Value (CLV) calculation
Status of customer
Customer Life Cycle and calculation
Maintenance of Customer Relationships:
Customer information
Individual customers and corporate customers
Channels for obtaining customer information
Use the database to manage customer information
Achieving Customer Satisfaction and Customer Loyalty
Customer satisfaction management
How to improve customer satisfaction
Types of customer loyalty
Strategies to enhance customer loyalty
Summary: Q&A

王琛老師的其它課程