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Course: High-performance team communication
课程名称：高绩效团队沟通技巧
时长/Duration: 1 day, 9:00-17:00/1天，9:00-17:00
语言/Language: Chinese/中文
讲师/Trainer: Nadya Liu
课程简介
作为一门针对沟通技巧提升的情景化课程，相对于传统沟通培训，本课程必备以下特点：
• 场景化：常见工作场景中的高效沟通是一门专门针对职场场景的沟通技巧课程，可以帮助学员在不同的工作场景中更加清楚、高效地沟通，尤其是在需要非职权领导力的困难场景中
• 实用性：这并不是一门关注高效沟通如何运行及其背后的心理学原理的理论课程，相反，本课程聚焦强操作性的实用技巧，旨在针对组织中的痛点解决实际问题，在讲授每个技巧后都安排了小组练习，学员可在培训现场完成操练并实现提升
目标学员
工作中需要大量沟通的职场人士，如项目经理、活动协调员、执行助理、销售人员等。
授课形式
理论讲解、案例分析、分组讨论、互动练习、角色扮演、游戏
课程目标
通过本课程，学员将能够：
• 掌握高效表达技巧——金字塔原理和MECE原则
• 掌握五个常见工作场景中的实用沟通技巧
• 理解职场沟通的基本原则
• 实现肉眼可见的现场提升
课程大纲
• 开场互动：“你看到的是什么？”
在屏幕上会展示一幅由几何图形组成的画，请一位学员背对屏幕，根据其他学员的描述将屏幕上的内容画下来。其他学员在描述时依次发言，每人一句话。通过学员画出的结果和屏幕上的内容对比，引出职场高效沟通的重要性。
• 高效表达技巧的原则
◦ 金字塔原理
◦ MECE原则
◦ 聚焦事实回归理性
◦ 真实工作场景中的“角色扮演”
• 情景一：反馈建议
在一个健康的职场环境中，我们可能需要向同事提出反馈，并也会常常收到来自其他同事给出的反馈建议，但往往反馈建议的对话会是困难的，因为不论是指出别人的不足还是被别人指出不足都不会有些尴尬，甚至可能会有火药味。在这一部分中，我们会介绍对反馈建议的给出者和接收者的基本要求，以及一个可以提高反馈建议有效性的技巧：汉堡原则。该部分包括分组讨论和角色扮演式的小组互动练习。
• 情景二：即兴汇报
在工作中，及时获取来自关键干系人的资源和支持是至关重要的。但越是关键的人物，日程约满，有时候很难和他们约到正式会议，但同在一家公司工作，你可能会不经意间在电梯口、茶水间或事食堂和他偶遇。这时，你应该如何抓住机会向他提出你需要的资源和支持呢？在这一部分中，我们会介绍一个特别的汇报技巧：电梯演讲，这个技巧可以在干系人因为太忙而无法及时提供支持时起到重要作用。该部分包括分组讨论和角色扮演式的小组互动练习。
• 情景三：说服干系人
在工作中，由于职责和视角不同，不同部门、不同层级、不同角色的人，往往天然秉持着不同的立场。不同的立场没有对错之分也很容易理解，但会阻碍工作的正常开展。在这一部分中，我们会先明确干系人的定义和特点，然后通过干系人分析、建立个人链接、说服技巧这三个工具教会大家如何说服不同立场的干系人，减少工作推动的阻力。该部分包括分组讨论和角色扮演式的小组互动练习。
• 情景四：跨文化沟通
在国际化的商业环境中，我们时常需要和来自不同国家和文化背景的客户、供应商、甚至同事沟通。这在外资企业中尤为明显。然而，由于语言壁垒、敏感话题、文化差异等困扰，我们总会在跨文化沟通中本感压力，很难和这些不同文化背景的伙伴建立起亲密友好的工作关系。在这一部分中，我们会带着大家同观念和技巧两个维度，打破跨文化沟通的壁垒。该部分包括分组讨论和小组互动练习。
• 情景五：线上沟通
在当今的大环境下，线上沟通已经成了人们日常工作的一部分，至少一半以上的沟通都是在线上完成的：视频会议、电话会议、电子邮件、各种即时信息软件等等。在这一部分，我们会介绍线上沟通的特点，以及基于这些特点的沟通技巧和注意事项，以保证线上沟通的准确性，从而提升线上沟通效率。该部分包括案例分析和聊天软件上的互动练习。
Introduction
As a contextualized course for communication skills improvement, compared with traditional communication training, this course must have the following characteristics:
• Scenario-based: Effective Communication in Common Work Scenarios is a communication skills course specifically for workplace scenarios, which can help students communicate more clearly and effectively in different work scenarios, especially in difficult scenarios that require non-authoritative leadership
• Practicality: This is not a theoretical course that focuses on how effective communication works and the psychological principles behind it, but rather focuses on practical, actionable techniques designed to solve practical problems in the organization's pain points, and each skill is followed by group exercises, which participants can complete and improve at the training site
Target Audience
Professionals who need a lot of communication at work, such as project managers, event coordinators, executive assistants, salespeople, etc.
Teaching Method
Theoretical explanations, case studies, group discussions, interactive exercises, games
Objective
Through this course, participants will be able to:
• Master effective presentation skills – pyramid principle and MECE principle
• Master practical communication skills in five common work scenarios
• Understand the basic principles of workplace communication
• Visible on-site lifting
Outline
• Opening interaction: "What do you see?"
A drawing of geometric figures is shown on the screen, and one student is asked to draw the content on the screen according to the description of the other students. The other participants spoke sequentially as they described, one sentence each. By comparing the results drawn by the trainees with the content on the screen, the importance of effective communication in the workplace is introduced.
• Principles of effective presentation skills
◦ Pyramid principle
◦ MECE principles
◦ Focus on facts and return to reason
◦ "Role play" in real work scenarios
• Scenario 1: Feedback suggestions
In a healthy workplace environment, we may need to give feedback to colleagues, and often receive feedback from other colleagues, but often the dialogue of feedback suggestions will be difficult, because whether it is pointing out the shortcomings of others or being pointed out by others, it will not be embarrassing, and it may even smell of gunpowder. In this section, we'll cover the basic requirements for both givers and recipients of feedback suggestions, as well as a tip that can improve the effectiveness of feedback suggestions: the Hamburg Principle. This section includes breakout sessions and role-playing group interaction exercises.
• Scenario 2: Impromptu debriefing
Timely access to resources and support from key stakeholders is critical at work. But the more key the person, the more the schedule, sometimes it is difficult to meet them to a formal meeting, but working in the same company, you may inadvertently meet him at the elevator, pantry or cafeteria. At this point, how do you seize the opportunity to ask him for the resources and support you need? In this section, we'll cover a particular debriefing technique: elevator presentations, which can be useful when stakeholders are too busy to provide timely support. This section includes breakout sessions and role-playing group interaction exercises.
• Scenario 3: Persuade stakeholders
In the work, due to different responsibilities and perspectives, people in different departments, different levels, and different roles often naturally hold different positions. It is easy to understand that there is no right or wrong between different positions, but it can hinder the normal development of the work. In this part, we will first clarify the definition and characteristics of stakeholders, and then teach everyone how to persuade stakeholders from different positions through the three tools of stakeholder analysis, personal linking, and persuasion skills to reduce the resistance to work promotion. This section includes breakout sessions and role-playing group interaction exercises.
• Scenario 4: Cross-cultural communication
In an international business environment, we often need to communicate with customers, suppliers, and even colleagues from different countries and cultural backgrounds. This is especially evident in foreign-owned enterprises. However, due to language barriers, sensitive topics, cultural differences, etc., we will always feel the pressure of cross-cultural communication, and it is difficult to establish close and friendly working relationships with partners from different cultural backgrounds. In this part, we will take you to the two dimensions of concepts and skills to break down the barriers of cross-cultural communication. This section includes breakout sessions and group interaction exercises.
• Scenario 5: Online communication
In today's environment, online communication has become part of people's daily work, and at least more than half of the communication is done online: video conferencing, conference calls, emails, various instant messaging software, etc. In this part, we will introduce the characteristics of online communication, as well as communication skills and precautions based on these characteristics, so as to ensure the accuracy of online communication and improve the efficiency of online communication. This section includes case studies and interactive exercises on chat software.
• Homework
For the five workplace communication scenarios involved in this course, think about the changes you hope to make in your future work, and formulate specific action items, one for each scenario.
