3. 我的體驗 : 因為變數太
多The formula explains why it’s so complex
3
You = f ( X1,X2,X3,X4,X5……X10)You = f ( X1,X2,X3,X4,X5……X10)
Others = f ( X1,X2,X3,X4,X5……X10)Others = f ( X1,X2,X3,X4,X5……X10)
Ex: X( 情境變數 )= 經驗 , 年資 , 利益 , 個性 , 經濟壓力 , 價 觀…等值
Gap 雙方對變數的
優先 - 重要性認知不
同
4. 先講結
論My life Experiences has taught me
顯性的利
害衝突
隱性的價
觀不同值
+
It’s Interest that makes
communication complex
It’s Interest that makes
communication complex
4
11. Fundamental:
基本修練
Host/Boss say :
Please make yourself
at home.”( 請自便 )
Do he/she really mean
that YOU should make
yourself at home?
( 常聽到的成
語 )
Problems:
與人溝通 , 我有
犯這些問題 ?
. Fundamental: 基本素養
Benefits:
避免先入為主
及製造衝突
11
1.What- 聽 為主,以明問題
14. 14
田野觀察 : 案
例 -1( 兒子能聽懂媽媽講的話 ?)
口頭溝通
落差情境
社會觀察 : 『一位年輕媽媽對著
4-5 歲的兒子說 ; 將來我老了,
換你要帶我去看櫻花。』這段話
在組織內隱涵類似何種情境溝通
社會觀察 : 『一位年輕媽媽對著
4-5 歲的兒子說 ; 將來我老了,
換你要帶我去看櫻花。』這段話
在組織內隱涵類似何種情境溝通
Image the possible
similar conditions in a
Organization.
( 模擬或想想組織內類
似的溝通情境 )
15. 1-2. 溝通對象 Target to
Communicate
個人站的高度與角度不同 ,
所看到的景色自然也不同 .
達於理 ( 溝通方法 ), 明於權
( 對象 ), 不以物害己 ( 遠離危
險 )
達於理 ( 溝通方法 ), 明於權
( 對象 ), 不以物害己 ( 遠離危
險 )Choose appropriate communication styles and
formats for different audiences and situations
15
16. 16
實際案例 -1
書面與電
話溝通
範例 -2
(A case I communicate with Google)
客戶意見調查
您好 :
感謝您最近針對您的支援案例 ( 編號 :08708018 ( 不知如何驗證 Google MX?)) 與我們聯絡。
為了提供更優質的支援服務,希望您能參加我們的 快速意見調查,讓我們了解您對支援服
務的滿意度,以及我們有哪些需要改善之處。
如果您對於支援紀錄的結案方式感到不甚滿意,或者需要進一步的協助,則可略過這項調
查並直接回覆這封電子郵件,這樣就能重新開啟支援案例。我們很樂意為您提供協助。
祝一切順心
Shu Fung
Google for Work Support https://support.google.com/work/
Google 溝通三部曲 : 問題 - 方案 - 效
果
email, 口頭电話, mail, 满意度。問題 - 方案 - 效
果。
17. 17
實際案例 -2
老 對客闆
溝通範戶
例 -3
( 同理心 )
老 會議溝闆
通範例 -4
(Focus)
real-world examples & scenarios, which will enable
you to be ready to your next job or project.
同事溝通
範例 -5
(Listen)
( 鄭 P)
29. Video source: 參考自 NTU MOOC 陳嫦芬老師
Written Communication
書面溝通的技能
Written Communication
29
1. 書面溝通的技能
3 個關鍵 :
1. Read it before clicking
2. Base on the facts
3. Problem-Solution
(3-min: click to play)
32. Problems:
對上的溝通
Problems:
對同事的溝通
1. Keep it brief and customized
2. Make it easy for them to read
1. Be a good listener
2. Ask questions
3. Avoid slang language
對上溝通,理直
氣和 / 為主。溫
32
肯定同事的工作價
是同事相處之道值
4. 基本原則
34. 2-2: 聲音肢體語言 Voice &
Gesture
34
Language and Tone:
Language refers to the way that you construct your message, and tone is the attitude
or voice in which your message is delivered. The language and tone you choose will
ultimately drive how your message is received, so it’s important to be mindful of both.
Language and Tone:
Language refers to the way that you construct your message, and tone is the attitude
or voice in which your message is delivered. The language and tone you choose will
ultimately drive how your message is received, so it’s important to be mindful of both.
此分享主題 起於緣 :
2. 頸椎問題 調整姿勢2. 頸椎問題 調整姿勢
1. 家屬問題調整說話1. 家屬問題調整說話
38. 擇言出之 , 令
口如耳的方式
擇言出之 , 令
口如耳的方式
3. 聽聽 自己的聲音你
幾個口腔的練
習範例 :
What does your voice
sound like to others
How to speak clearly and
people want to listen
1.4min
35 秒
41. 6. 善用科技的工具
思考 Voice
Over
工具如何應用
在國際行銷
1. Open Natural Reader
2. Select image
3. Transfer to text
4. Text to speech
將圖 文字萃取檔 文字
轉聲音模擬明星聲
專業配音應用
Tools-natural
Reader-mano
E-learning
應用
0-42:Morgan
Freeman
46. 情境 -2
Stance
Your stance is the first thing that others
notice about your body language and tells
others how confident, comfortable, and
interested you are.
Distance
The distance between you and those you speak
to conveys not only your level of interest, but
also the level of intimacy you share with them.
47. 情境 -3
Movement
Your movements can either enhance
or detract from the messages that you
convey to others.
Expression
Your expression indicates your focus and
interest in others.
53. 53
Case-1:
For the past two weeks, you have been working on
a charity auction that is projected to significantly
increase donations to your nonprofit.
The event is almost entirely planned and you
believe its success is the key to future growth at
your organization.( 活動規劃已進行中 , 個人認知對公
司未來有幫助 ) . Abruptly( 突然 ), your boss asks
you to cancel the event without telling you why.
( 老 喊停闆 , 且未說原因 )
What is the most appropriate conflict resolution
strategy in this situation?
This answer is
Collaborate
( 協作 )
If you believe in something, but
your boss or colleagues seem
not to, it is in your best interest
to figure out why. Work with
your boss to come to an
agreement or, at least, to gain
their perspective on why the
project is not moving
forward.
情境 -1
54. 54
Case-2:
A colleague asked for your expertise on an issue
you encountered last quarter with your department’s
balance sheet.
( 同事問你有關專業的意見 -ex; 損益表 )
During the next budget meeting, you discover that
they did not take your advice.
( 但在下次會議上 , 發現對方未採納你的意見 )
What is the most appropriate conflict resolution
strategy in this situation?
This answer is
Avoid( 避開 )
It may be tempting( 禁不
住 )to confront 面對 your
colleague about why they
chose not to take your
advice, but it is not important
and does not impact you. It
is in everyone’s best interest
if you avoid this issue.
情境 -2
55. 55
Case-3:
Your boss has decided to reassign you to a client
that is notoriously difficult and demanding.
( 老闆指派你一個風評差又工作艱困的客戶 )
As a result, you have to trade off a client with whom
you share a meaningful relationship to an unknown
colleague. You don’t even get to say goodbye.
( 你需妥協將熟悉的客戶讓給一位不認識的同事 )
What is the most appropriate conflict resolution
strategy in this situation?
This answer is
Accommodate
( 容忍支持 )
Your boss has a bird’s eye
view of the organization and its
goals. If he has assigned a
difficult client to you, there is a
good reason why.. Although
you may be sad ( 個人權益受
損 )to see your favorite client
go, you should trust your boss’
professional judgment and
accommodate.
情境 -3
67. 4. 補充 : 善用工具
哈佛大學教授對管理學院未來
5 年的預言 : ”Innovative or
Out”
With the technology moving so quickly, We can learn whatever topics about
Know-What, wherever we are in the world.( 科技改變學習的方式與效率 )
67
68. Because:
Is it easy to get about Know-What?
Are Know-How and Know-Why
the key competences?
Are Know-How and Know-Why
the key competences?
68
69. 69
Evidence
來源 : Youtube: M J, Moon Walker
語言 -
Education
Food& Cooking
Life Coach Management
Video/audio
Template
Big data and
Social
Technology Health care
不講 ; 你會想 3 年 , 講了 ,3 天就會 . 經驗無
價 ?