Training Objective

Every day, most people communicate easily with lots of people. But every so often we are faced with a difficult communication where it is essential to get it right.

All too often, we fail to achieve our objectives in these communications, not because we use the wrong words to express our desires, but because we unconsciously send negative signals to other people. In other words it s not what you say, but the way that you say it.

The aim of this workshop is to explore the human side of these interactions and then give the opportunity to practice, in a safe environment, the difficult communications that need to happen in the workplace.

培训目标

大多数人每天都需要和各色人群作沟通，经常必须理顺某些难度较高的沟通情况。

在这些关键的时候，尽管我们小心措词，我们不经意的消极表达方式却会悄悄地破坏谈话的结果。所以，说什么不是最重要的，最重要的是如何去说。

这次培训的主要目的是探索沟通互动中的深层想法和原因，在安全和开放的环境中提供练习的机会，以提高工作生活中难沟通事件的效率。

Target Audience

Individual contributors, supervisors and managers who want to maintain and develop effective work relationships by tackling difficult communications promptly and confidently.

适合人群

一般员工，主管和经理以及任何希望通过掌握难沟通事件来建立健康的工作关系的人。

Language

CN

培训语言

中文

1.Start With Heart

The Problem: The first thing that degrades during difficult communication is not our behavior (that comes second), but our motive.



You'll Learn To:

• Stay focused on what you really want
• Develop an attitude of "work on me first"
• Understand how motives change when conversations turn crucial.

1.从心开始

问题：在关键对话中首先出问题的不是你的行为（那是第二位的），而是你的动机。

学习要点：

• 聚焦在最终目的
• 树立"从我开始"的态度
• 理解当沟通变困难时我们的动机是如何变化的

2.Learn to Look

The Problem: When a communication turns difficult, we either miss or misinterpret the early warning signs.

You'll Learn To:

• Spot the warning signs that indicate safety is at risk
• Notice various forms of silence and violence
• Take steps to rebuild safety and return to dialogue
• Identify your own Style Under Stress and manage it

2.学会观察

问题：当沟通变得困难时，我们或忽略早期征兆，或误解这些征兆。

学习要点：

• 辨别安全受到威胁的警告信号
• 关注各种"沉默"和"语言暴力"的信号
• 重建安全，回到谈话的步骤
• 发现并管理自己在压力下的风格

3. Make it Safe

The Problem: When things go wrong in difficult communications we assume the content of our message is the problem, so we begin to water it down or avoid it all together.

You'll Learn To:

• Talk about almost anything - without silence and violence
• Use specific skills to keep everyone sharing information
• Establish and maintain mutual purpose and mutual respect

3.重建安全

问题：当关键对话出现问题时，我们误以为是谈话的内容出了问题。所以我们开始避免谈话或改变谈话的内容。

学习要点

• 诚实表达所有想法而不陷入"沉默"或"语言暴力"
• 让大家分享信息的特定技巧
• 建立并保持共同目标和相互尊重

4. Master My Stories

The Problem: When it matters the most and our emotions kick in, we often do our worst – and we feel like we're doing the right thing.

You'll Learn To:

• Stay in dialogue when you angry, scared or hurt - "think" your way to the root cause of negative emotions
• Discover your stories - change negative emotions
• Get results by influencing your stories and emotions

4.掌握我的故事

问题：当问题很关键且情绪强烈时我们通常表现糟糕，更糟的是我们还觉得自己做得对。

学习要点：

• 当你在谈话中生气、害怕或受伤害时 － 发现自己为何有这样的消极感受
• 探索你的故事 －改变消极感受
• 影响你的故事和感受，达成最终目的

5. STATE My Path

The Problem: During difficult communications we sometimes say things in exactly the wrong way.

You'll Learn To:

• Speak persuasively, not abrasively
• Get your meaning across even with potentially threatening messages
• Share strong opinions without shutting down contrary views
• State your mind while making it safe for others to do the same

5.说出我的途径

问题：我们在难沟通事件中的表述方法常常是错的。

学习要点：

• 有影响力的方式并不是折磨人的方式
• 如何表达挑战型的信息和想法
• 分享强烈观点时不阻止其他想法
• 说出你的想法时为其他人分享想法创造安全环境

6.Explore Others' Paths – How to listen when others blow up or clam up

The Problem: Others have moved to either silence or violence, and you're about to join them.

You'll Learn To:

• Use exploring skills to make it safe for others to speak up
• Diffuse others' violence and eliminate silence
• Encourage others to share issues they fear bringing up
• Get safely to the meaning behind others' emotions

6.探询别人的途径 － 当对方激动或沉默时如何聆听

问题：如果对方陷入沉默或语言暴力，我们也容易受到影响。

学习要点：

• 使用探询技巧创造安全环境
• 减少沉默和语言暴力
• 鼓励对方分享观点
• 安全地掌握他人感受背后的信息

7.Move to Action

The Problem: When we finish off a difficult communication, we often create a whole new set of problems by not ending well.

You'll Learn To:

• Discover how to move from filling the Pool of Shared Meaning to taking action and producing results
• Make the transition from healthy dialogue to taking action and achieving results

7.采取行动

问题：如果结束难沟通事件时没有跟进，也有可能创造一系列新的问题。

学习要点：

• 从建立"共享信息库"转向采取行动，达成结果
• 完成健康谈话到达成目的的转变