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StarwoodCaresGuestServiceProgram1STARServiceStandardSTAR服务标准SSmile&Greet微笑与问候TTalk&Listen交谈与倾听AAnswer&Anticipate回答与预计RResolve圆满地解决StarwoodCaresGuestServiceProgram2TalkandListen交谈与倾听STAR服务标准2STARServiceStandard2StarwoodCaresGuestServiceProgram3STARServiceStandardSTAR服务标准TTalk&Listen交谈与倾听Talkandlistentoeveryguestandfellowassociateinawarm,enthusiastic,andcourteoustoneandmanner.以友好热情的语调和态度同每一位客人或同事交谈与倾听。StarwoodCaresGuestServiceProgram4Objectives目标Listthreewayswecommunicate列出沟通的三种方式Identifynon-verbalsignalsandtheirmeaning识别非口语信号及它们的含义Describehowtolisteneffectively描述如何有效倾听Demonstratelisteningskillswithaguestorfellowassociate演示与客人或同事沟通时的倾听技巧StarwoodCaresGuestServiceProgram5Agenda课程安排HowWeCommunicate我们如何沟通BodyLanguage身体语言ToneofVoice音调TheWordsweChoose选择用词Listen倾听TalkandListenPractice交谈与倾听的练习Summary/Review摘要/回顾StarwoodCaresGuestServiceProgram6ThreeWaysWeCommunicate三种沟通方式Whatwesay-thewordswespeak说什么-我们说话的言词Howwesayit-ourtoneofvoice如何说-我们的语调Bodylanguage-whatwedemonstratewithoutwords身体语言-不用言词表达的StarwoodCaresGuestServiceProgram7Non-Verbal55%ToneofVoice38%Words7%HOWWECOMMUNICATE我们如何交流言词语调身体语言StarwoodCaresGuestServiceProgram8Non-Verbal55%ToneofVoice38%Words7%HOWWECOMMUNICATE我们如何交流言词身体语言语调StarwoodCaresGuestServiceProgram9BodyLanguageExercise身体语言练习HOWWECOMMUNICATE我们如何交流StarwoodCaresGuestServiceProgram10HOWWECOMMUNICATE我们如何交流Foldedarms双臂交叉抱于胸前Rollingeyes东张西望Lookingatwatch看表Yawning打呵欠Eyesonworkasaguestapproaches员工只顾埋头工作而忽视客人的到来ExamplesofnegativeNon-VerbalBehaviors:非口头行为的反面例子：StarwoodCaresGuestServiceProgram11HOWWECOMMUNICATE我们如何交流Chinup下颌略抬Standstraightup身体站直Shouldersback肩膀后拢Eyecontact目光接触ExamplesofpositiveNon-VerbalBehaviors:非口头行为的正面的例子：StarwoodCaresGuestServiceProgram12ToneofVoice38%Non-Verbal55%Words7%HOWWECOMMUNICATE我们如何交流言词身体语言语调StarwoodCaresGuestServiceProgram13HOWWECOMMUNICATE我们如何交流Pitch声调Resonance洪亮Tempo语速Rhythm节奏Volume音量Articulation发音清晰度Ourmessagesisaffectedby:影响信息传达的因素有：StarwoodCaresGuestServiceProgram14HOWWECOMMUNICATE我们如何交流Makesureyourtoneofvoicematchesyourintent确保你的语音语调与你所要表达的意思一致StarwoodCaresGuestServiceProgram15HOWWECOMMUNICATE我们如何交流Whenyouareonthetelephone,over90%ofyourmessageisconveyedbyyourvocalqualities.当你通过电话交谈时，超过90％的信息是通过你的语音语调来表达的StarwoodCaresGuestServiceProgram16HOWWECOMMUNICATE我们如何交流YourHomework你的家庭作业StarwoodCaresGuestServiceProgram17HOWWECOMMUNICATE我们如何交流Non-Verbal55%ToneofVoice38%Words7%言词身体语言语调StarwoodCaresGuestServiceProgram18HOWWECOMMUNICATE我们如何交流得体的语言可以向我们的客人与同事表示我们是很职业化的、礼貌与考虑周到的Carefulchoiceofwordswillshowourguestsandfellowassociatesthatweareprofessional,respectfulandconsiderate.StarwoodCaresGuestServiceProgram20LISTEN倾听ListeningExercise倾听练习StarwoodCaresGuestServiceProgram21Leaningtowardsthespeaker身体略倾向说话者Noddingyourhead点头Makingeyecontact保持目光接触Takingnotes做笔记Askingclarifyingquestions不懂就问Repeatingorr...