Training Objectives | 课程目标

In today's increasingly globalized and cross-cultural working environment, effective communication has become a critical driver of individual performance, team collaboration, and business success. From daily interactions with headquarters, colleagues, customers, and business partners to high-pressure situations involving disagreement, concern raising, and difficult conversations, communication effectiveness directly affects how information is understood, how relationships are built, and how work outcomes are achieved. Especially in international working contexts, differences in personal communication styles, cultural backgrounds, expression habits, and interpretation patterns can easily lead to misunderstandings, unclear messages, and unnecessary conflicts. This course aims to explore how to communicate more clearly, constructively, and effectively in complex international workplaces. From understanding why communication is complex and how intention, message, and impact differ, to mastering practical communication skills such as receiver-oriented communication, tone and assertiveness, advocacy and inquiry, channel selection, and constructive pushback, and further to handling communication under pressure and difficult conversations through structured frameworks, this course comprehensively covers the key aspects of improving communication effectiveness and collaboration quality in an international working environment.

在当今日益全球化和跨文化的工作环境中，有效沟通已成为推动个人绩效、团队协作和业务成功的关键因素。从与总部、同事、客户和业务伙伴的日常互动，到涉及表达分歧、提出顾虑和开展困难对话的高压情境，沟通效果直接影响信息是否被准确理解、关系是否能够顺利建立以及工作成果能否有效达成。特别是在国际工作场景中，个人沟通风格、文化背景、表达习惯和理解方式的差异，容易导致误解、信息不清和不必要的冲突。本课程旨在探索和传授如何在国际化的复杂职场中进行更清晰、更具建设性且更有效的沟通。从理解沟通为何复杂、意图、信息与影响之间的差异，到掌握以接收者为中心的沟通、语气与果断表达、主张与探询的平衡、沟通渠道选择、建设性反馈与推动等实用技巧，再到通过结构化框架应对高压沟通和困难对话，本课程全面覆盖了在国际工作环境中提升沟通效能与协作质量的关键方面。

Pre-Training Participant Survey | 培训前调研

Collect real-world communication scenarios and challenges faced by participants, including:

• Communication with headquarters, colleagues, customers and business partners
• Situations where communication was unclear or led to misunderstandings
• Challenges in expressing opinions, disagreement or concerns
• Typical situations where participants would like to communicate more effectively

收集参与者面临的真实沟通场景和挑战，包括：

• 与总部、同事、客户和业务伙伴的沟通

• 沟通不清晰或导致误解的情境

• 在表达观点、不同意见或关切方面的挑战

• 参与者希望更有效沟通的典型情境

Training Outline | 课程大纲

1. Warm-up: How Do We Communicate?

• Course introduction and participant expectations
• Interactive activity: Exploring common communication challenges in daily work
• Individual reflection: Personal communication habits and typical communication situations

1. 热身：我们如何沟通？

• 课程介绍与参与者期望
• 互动活动：探讨日常工作中的常见沟通挑战
• 个人反思：个人沟通习惯与典型沟通情境

2. Understanding Communication – Why Is Communication So Complex?

• Exploring the difference between intention, message and impact
• Communication as a process: Sender – Message – Channel – Receiver – Interpretation – Response
• Encoding & Decoding: Why what we intend to communicate may not be what others receive
• Understanding the four dimensions of a message
• Personal communication styles
• Cultural influences on communication
• Reflection: How do my personal style and cultural background influence the way I communicate?

2. 理解沟通——沟通为何如此复杂？

• 探讨意图、信息与影响之间的差异
• 沟通作为一个过程：发送者—信息—渠道—接收者—解读—回应
• 编码与解码：为什么我们想表达的内容未必是他人接收到的内容
• 理解信息的四个维度
• 个人沟通风格
• 文化对沟通的影响
• 反思：我的个人风格和文化背景如何影响我的沟通方式？

3. Communication Skills – Communicating with Clarity & Impact

• Receiver-oriented communication: Moving from "What do I want to say?" to "What does the receiver need to hear?"
• The Communication Circle: Prepare – Send – Receive – Clarify – Align – Close
• Making communication clear and to the point – organize your words
• Tone & Assertiveness:

Being clear without being aggressive

Expressing concerns without becoming defensive

Being cooperative without becoming overly accommodating

Balancing Advocacy & Inquiry

• Choosing the appropriate communication channel
• Practical communication language (toolbox):

Clarifying and checking understanding

Expressing disagreement

Raising concerns

Pushing back constructively

Asking for support

Summarizing agreements and next steps

3. 沟通技能——清晰且有影响力地沟通

• 以接收者为中心的沟通：从"我想说什么？"转向"接收者需要听到什么？"
• 沟通循环：准备—发送—接收—澄清—对齐—收尾
• 使沟通清晰切题——组织你的语言
• 语气与果断表达：

清晰而不具有攻击性

表达关切而不变得防御

合作而不至于过度迁就

平衡主张与探询

• 选择合适的沟通渠道
• 实用沟通语言（工具箱）：

澄清并确认理解

表达不同意见

提出关切

建设性地回推

寻求支持

• 总结共识与后续步骤

4. Communication Challenge – Experiencing Communication Under Pressure

• Interactive team challenge involving complex information: Participants experience communication in a challenging and unfamiliar situation
• Observation focus on individual communication behaviors, blind spots in changing situations
• Debrief and reflection on communication behaviors and its impact, and self-improvements

4. 沟通挑战——体验压力下的沟通

• 涉及复杂信息的互动团队挑战：参与者在具有挑战性且不熟悉的情境中体验沟通
• 观察重点：个人沟通行为、变化情境中的盲点
• 复盘并反思沟通行为及其影响，以及自我改进

5. Difficult Conversations – Communicating When It Gets Challenging

• Understanding common reactions in difficult conversations
• A practical framework for difficult conversations:

Fact – Impact – Perspective – Inquiry – Agreement

• Applying Advocacy & Inquiry to difficult conversations
• Role-play and case practice based on participants' real workplace situations
• Feedback and refinement: Practicing alternative ways of communicating

5. 困难对话——在沟通变得棘手时如何沟通

• 理解困难对话中的常见反应
• 困难对话的实用框架：

事实—影响—视角—探询—共识

• 在困难对话中应用主张与探询
• 基于参与者真实工作情境的角色扮演与案例练习
• 反馈与改进：练习替代性沟通方式

6. Final Reflection & Action Plan

• Review of key communication principles and tools
• Individual reflection on personal communication patterns
• Identify one communication habit to change or strengthen
• Personal action plan for applying the tools in daily work

6. 最终反思与行动计划

• 回顾关键沟通原则与工具
• 个人反思个人沟通模式
• 确定一个需要改变或强化的沟通习惯
• 制定在日常工作中应用这些工具的个人行动计划