管理沟通概述 ·········································1
任务导入 ··········································3
知识储备 ··········································6
一、管理沟通的含义 ·····················3
二、管理沟通的机制 ·····················6
三、管理沟通的类型 ·················· 10
四、管理沟通的法则和要求 ·········· 12
思考题 ··········································· 15
自主训练 ········································ 15
团队实践活动 ·································· 16
要点回顾 ········································ 17
情景1 管理者的自我沟通 ················· 18
自我沟通概述 ·································· 19
任务导入 ········································ 19
任务1 认识自我 ····························· 22
知识储备 ········································ 22
一、客观审视自我 ······················ 22
二、静心思考自我 ······················ 22
三、客观评价自我 ······················ 23
四、理性呈现自我 ······················ 24
思考题 ··········································· 26
自主训练 ········································ 26
团队案例分析 ·································· 29
团队实践活动 ·································· 29
任务2 情绪管理 ····························· 31
知识储备 ········································ 31
一、解读你的情绪 ······················ 31
二、情绪能力 ···························· 32
三、营造好情绪 ························· 33
思考题 ··········································· 35
自主训练 ········································ 35
团队案例分析 ·································· 37
团队实践活动 ·································· 37
任务3 自我修炼 ····························· 38
知识储备 ········································ 38
一、自我暗示 ···························· 38
二、自我激励 ···························· 41
三、挫折应对 ···························· 42
四、时间管理 ···························· 45
思考题 ··········································· 48
自主训练 ········································ 49
团队案例分析 ·································· 51
团队实践活动 ·································· 53
要点回顾 ········································ 54
情景2 管理者的人际沟通 ··················· 55
人际沟通概述 ·································· 56
一、人际沟通的概念和特点 ·········· 56
二、人际沟通的作用 ··················· 56
三、人际沟通应遵循的原则 ·········· 58
四、管理者面临的人际沟通障碍 ···· 59
任务导入 ········································ 59
任务1 了解他人 ····························· 62
知识储备 ········································ 62
一、气质与性格 ························· 62
二、认知偏见 ···························· 64
三、将心比心，善解人意 ············· 66
思考题 ··········································· 68
自主训练 ········································ 68
团队案例分析 ·································· 70
团队实践活动 ·································· 71
沟通的品质决定你生命的品质
管理无处不沟通
VI
任务2 倾听与分享 ·························· 73
知识储备 ········································ 73
一、倾听的认识与培养 ················ 73
二、倾听的障碍及克服 ················ 75
三、倾听中的提问与反馈 ············· 78
思考题 ··········································· 81
自主训练 ········································ 81
团队案例分析 ·································· 83
团队实践活动 ·································· 84
任务3 口头沟通 ····························· 85
知识储备 ········································ 85
一、口头沟通概述 ······················ 85
二、口头沟通的方法与技巧 ·········· 87
三、电话交谈与招聘面谈 ············· 91
思考题 ··········································· 93
自主训练 ········································ 93
团队案例分析 ·································· 97
团队实践活动 ·································100
任务4 书面沟通 ····························101
知识储备 .................................................... 101
一、书面沟通概述 ·····················101
二、写作的基本过程 ·················102
三、企业常用文书的写作方法与
技巧 ·································103
四、求职信和个人履历的写作方
法与技巧 ···························106
思考题 ··········································109
自主训练 ·······································109
团队案例分析 ·································110
团队实践活动 ·································113
任务5 非语言沟通 ·························114
知识储备 ·······································114
一、非语言沟通概述 ··················114
二、身体语言沟通 ·····················115
三、副语言（辅助语言）沟通 ······119
四、环境语言沟通 ·····················120
思考题 ··········································121
自主训练 ·······································121
团队案例分析 ·································123
团队实践活动 ·································124
要点回顾 ·······································125
情景 3 组织内部沟通 ························ 126
组织内部沟通概述 ·························· 127
一、组织内部沟通的目的 ··········· 127
二、组织内部沟通风格 ·············· 127
三、组织内部沟通形式 ·············· 128
四、组织内部沟通的影响因素 ····· 129
五、改善组织沟通方法 ·············· 130
任务导入 ······································ 132
任务1 团队沟通 ··························· 135
知识储备 ······································ 135
一、团队的概念及构成要素 ········ 135
二、团队的作用 ······················· 136
三、团队建设的阶段 ················· 138
四、 团队沟通的含义及影响因素 ··· 139
五、团队决策的类型和方法 ········ 140
六、实现有效团队沟通的策略 ····· 142
七、借鉴著名企业提高团队沟通
技巧的方法 ······················· 143
思考题 ........................................................ 145
自主训练 ······································ 145
团队案例分析 ································ 148
团队实践活动 ································ 148
任务2 垂直沟通 ··························· 149
知识储备 ······································ 149
一、垂直沟通概述 ···················· 149
二、下行沟通 ·························· 150
三、上行沟通 ·························· 155
思考题 ........................................................ 158
自主训练 ······································ 158
团队案例分析 ································ 161
团队实践活动 ································ 162
任务3 横向沟通 ··························· 163
知识储备 ······································ 163
一、横向沟通的概念与作用 ········ 163
二、横向沟通的类型与形式 ········ 163
三、斜向沟通 ·························· 163
四、横向沟通的优缺点 ·············· 164
五、横向沟通的障碍与改进 ········ 164
六、妥善处理横向人际关系 ········ 166
思考题 ........................................................ 168
目 录
VII
自主训练 ······································ 168
团队案例分析 ································ 173
团队实践活动 ································ 174
任务4 会议沟通 ··························· 175
知识储备 ······································ 175
一、会议的含义和类型 ·············· 175
二、会议的功能 ······················· 175
三、会议准备工作 ···················· 177
四、合理控制会议议程 ·············· 179
五、做好会后工作 ···················· 182
思考题 ........................................................ 183
自主训练 ······································ 183
团队案例分析 ································ 185
团队实践活动 ································ 186
任务5 建设性沟通 ························ 187
知识储备 ······································ 187
一、建设性沟通的含义和特征 ····· 187
二、建设性沟通的本质 ·············· 188
三、建设性沟通的原则 ·············· 188
四、建设性倾听 ······················· 190
思考题 ........................................................ 192
自主训练 ······································ 192
团队案例分析 ································ 194
团队实践活动 ································ 196
要点回顾 ······································ 198
情景 4 组织外部沟通 ························ 199
组织外部沟通概述 ·························· 200
一、目的和方式 ······················· 200
二、沟通对象 ·························· 200
任务导入 ······································ 202
任务1 与客户沟通 ························ 203
知识储备 ······································ 203
一、了解你的客户 ···················· 203
二、与客户沟通的内容 ·············· 206
思考题 ........................................................ 211
自主训练 ······································ 211
团队案例分析 ································ 213
团队实践活动 ································ 215
任务2 与政府沟通 ························ 218
知识储备 ······································ 218
一、企业与政府沟通时存在的
问题 ································ 218
二、政府的角色 ······················· 219
三、与政府建立良好沟通关系的
方法 ································ 219
思考题 ........................................................ 222
自主训练 ······································ 222
团队案例分析 ································ 224
团队实践活动 ································ 226
任务3 危机沟通 ··························· 227
知识储备 ······································ 227
一、对象和作用 ······················· 227
二、原则和步骤 ······················· 228
三、企业危机管理 ···················· 231
思考题 ........................................................ 233
自主训练 ······································ 233
团队案例分析 ································ 235
团队实践活动 ································ 237
任务4 大众沟通 ··························· 238
知识储备 ······································ 238
一、概念和功能 ······················· 238
二、有效途径 ·························· 239
思考题 ........................................................ 243
自主训练 ······································ 243
团队案例分析 ································ 244
团队实践活动 ································ 245
要点回顾 ······································ 247
参考文献.....................................................248