人际沟通和关系管理（中英文）

人际沟通与关系管理

Interpersonal Communication & Relationship Management

王 琛Karl Wang

人际沟通与关系管理

Interpersonal Communication & Relationship Management

适用学员 Attendees

企业中高层经理、部门经理、主管、新任管理者、从专业人才转型到管理岗位的、进一步想提高管理绩效的、晋升到高层管理以及其它预备管理人员。

All levels managers

培训时长 Duration

2天（6小时/天）

Two days (6 hours / day)

培训方式 Methodology

精通：观念体验、模型体验、案例体验、互动体验

Lecture on concept, modeling, case study.

气通：游戏体验、参与体验、分享体验、动手体验

Game engagement, experience sharing and on-spot practice

神通：工具体验、角色体验、计划体验、承诺体验

Communication tool application, plan and commitment for future

培训目的 Objectives

了解工作中沟通的问题

正确理解沟通的定义和共同的过程

掌握沟通中说,听,问的技巧

学习工作中沟通的六个步骤

掌握工作中上下级沟通的特点和正确方法

了解人人际风格共同技巧

建立对人际管理的正确看法与认识 

掌握建立人际关系的方法与技巧 

有效提升沟通效能，帮助人际关系的长久维系

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

课程特色 Features

2032007429500课程大纲 Outline

第一章： 沟通

工作和生活中常见的沟通问题与后果（举例）

第二章 沟通的定义

沟通的定义

沟通的三要素

沟通的双项性

沟通的两种方式

非言语以及语言沟通的作用与特点

信任是沟通的基础

第三章 沟通技巧

有效发送信息的五要素。时间，地点，内容，对象，方法

聆听的五种层次

有效聆听的过程及特点

反馈的定义

反馈的特点

JOHARI沟通视窗

第四章 人际风格沟通技巧

四种沟通风格

支配型人的沟通特点

分析型人的沟通特点

表达型人的沟通风格

和蔼型人的沟通风格

第五章 各个层级的沟通技巧

上下级沟通的过程

上下级沟通的问题

高级管理者在沟通中的目的

中级管理者在沟通中的目的

员工在沟通的目的

有效的上下级沟通

跨部门、跨职能的人员沟通

第六章 工作中沟通的六个步骤

沟通之前的准备 - 沟通目标的设定

确认双方的需求和目标 - 沟通中的提问技巧

沟通中的有效地表达 - 有效表达的两种方式

如何处理沟通种的异议

达成共识

共同实施

第七章：认识人际关系

交换理论在人际关系中的运用

商品

服务

思想情感

认识沟通与人际关系在生活工作中的价值

马斯洛需求原理的延伸

分析目前人际关系的现状，确立训练目标

总结人际关系的基本法则，发现问题实质

建立良好人际关系的基本法则

良好印象的重要途径

给人良好印象的简单方法

永远保持舒服的第一感觉

谈话高手的必然守则

如何让别人热爱与你谈话

如何谈话让别人感觉幸福

赢得友情的核心办法

友谊深浅与友谊长短的秘密

体现在乎别人的三大原则

如何真诚赞美

第八章：客户关系管理概论

谁是客户

客户关系的定义

案例：王永庆卖大米客户关系管理的核心思想

客户管理管理对企业的意义

客户关系管理的内容

第九章：客户关系的建立

对客户的认识

客户价值：顾客价值与关系价值

客户的终身价值（CLV）计算

客户的状态

客户的生命周期及计算

第十章：客户关系的维护：

客户信息

个人客户与企业客户

获得客户信息的渠道

利用数据库管理客户信息

第十一章：达成客户满意和客户忠诚

客户满意度管理

如何提升客户满意度

四类客户忠诚

提升客户忠诚的八大策略

案例：利乐公司“搞定”客户的秘笈第十二章：总结：问与答

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