MD-TDP1-COM

1. 用好三个工具：6步法、4象限工具、SAR反馈
2. 对于内心不满的行为，表达自己的感受，不要制造对立和冲突
3. 鼓励员工去说
4. ！及时表达自己的困难。找到common ground。太多说教，不要卖掉同事。

杨明嬿 Serena Yang

自立 - 工业工程与管理，ibtm，mba - icf认证教练PCC - WIAL动学习认真教练 - MBHP认证正念培训师

经历： 20余年销售及人才发展团队管理实战经验

现状 - 领导力培训师 - 个人发展教练及团队教练 - 正念实践者 - 小动物保护参与者

Lead - empower high performance - grow diverse talent - drive sustainability and digital business

Work - Excite your customers - Foster trust and deliver results - Learn fast and collaborate

Win - Outperform competition - Be persistent and have guts - Celebrate success

## 1. What is communication?

1. Understood as behaviros in any kind of interpersonal situation
2. Not only words said
3. But also the speaker's tones, speed, pauses, laughter and sighing, posture, body language, gestures and facial expressions

## 2. What are the aims of communication?

1. Exchange factual information
2. reveal your thoughts and feelings
3. Establish relationships
4. Initiate an intention

## 3. What is effective communication?

1. When a message has been not only sent and received, but also understood
2. The degree of consistency between the sent message and the received message.

## 4. What challenges & insights do you have in communication?

1. Each person has his / her own instruction sheet 2. Each person cannot pass his / her instruction sheet 3. Written communication only

1. Email-like format: from xx to yyy: message
2. If not proper, receiver can keep or return the message

4. No routing allowed, ex: A asks B to tell D what to do.

沟通漏斗：想的→说的→听到的→听懂的→被执行的

Personal life experience / feelings / attitude

Schulz von Thun, 极简沟通的四维模型

Benefit of communicating with four aspects of a message - Shows how we can communicate more clearly - To analyze misunderstanding and difficult conversations - To systematically prepare for tricky discussions - To analysis and develop their own

For aspect of a message: - Information / facts

1. 这句话的事实是什么

- Appeal (intention)

1. 我想实现什么
2. 我希望对方做什么
3. Formulated as sentence with an exclamation mark!

- Self-revelation

1. 我在想什么，感觉
2. 我的内心状况如何？意见
3. Formulated as an I message

- Relationship

1. 我和对方的关系是什么
2. 我觉得他怎么样
3. 我如何看待我们的关系
4. Formulated as a you or we message.

1. establish contact 建立亲和， 镜像动作 2. name the topic 说明主题 3. talk about it: Johari window deep dive 相互理解，要深挖 4. find a solution: Harvard model 讨论方案， we 5. Find an agreement 达成协议 6. End the conversation. 结束交流

1. Pre-assignment & SAR feedback 2. Communication fundamental & exercise 3. Four aspects of a message 4. Questioning.

- What is important for me on Day 1 → Four aspects (fact, intention, self-revelation, relation), 6步法，SAR（做了什么，结果是，所以） - What will I start to do → we (Relation), and be natural with fact, and self -revelation, 让员工说 - What will I continue to do → relation, factual bases - What will I stop doing. → I (反馈)，放宽松, be soft

- Situation. - Action. - Result.

  First, you describe the situation: a particular instance where your goals and those of the technical team were misaligned.
  Then, you describe the actions you took to solve this conflict.
  Finally, you explain the results linked to your intervention.

Killer phrases - 从来没有这样做过啊 - 这样是没有用的，行不导通啊 - 我们一直都是这样做的 - 哎，反正我们也无能为力 - 在Bosch不是这样的 - 我们以前试过，不起作用

应对：重复，询问，提出建议

Personal attacks - 到现在你还不知道啊 - 你的经验不符合需求 - 你做事欠考虑 - 你怎么这么不专业 - 你不知道、不懂 - 你对xxx一无所知

应对：自我调节；反问具体

如何平静：吸气4秒，呼气6秒

Cooperation refers to the behaviors of a group of individuals who: - Work together for a common purpose, but are separated by one or more of the following:

1. Distance
2. Organizational boundaries
3. Time

1. 目标明确
2. 坦诚沟通
3. 互补优势
4. 资源共享
5. 高度承诺
6. 互信互助
7. 流程清晰，制度规范
8. 目标明确

General information: - The corporation Amondi wants to advance tis globalization and tap into new fields of busienss. the international development of structurally weak areas in low-wage countreis is seen as espeically lucreative. - Amondi thinks about buying the medium

Instructions: - In your offices.