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

王琛老师的其它课程