沟通与人际关系技巧

The Communication Process溝通程序

Communication Barriers溝通的障礙

Information Technology (IT) and Communication

Developing Interpersonal Skills發展人際關係技巧

Active Listening

Feedback

Effective Delegation有效授權

Managing Conflict管理衝突

Negotiation協商談判

PresentationEncoding編碼

The conversion of a message into some symbolic form

Message訊息

The actual physical product from the source

Channel管道

The medium by which a message travels

Decoding解碼

A receiver’s translation of a sender’s message

Feedback回饋

The degree to which carrying out the work activities require by a job results in the individual’s obtaining direct and clear information about the effectiveness of his her performance

Use Feedback使用回饋：檢查溝通的正確性

Simplify Language簡化語言：使用易了解的語言。

Listen actively主動傾聽：先仔細聽對方說的訊息

，不要對訊息做不成熟的判斷、解釋，或先思考回應什麼。

Constrain Emotions控制情緒：確定情緒穩定，當不穩定時暫時停止溝通，直到平靜下來。

Watch Nonverbal Cues注意非語言線索：注意行動是否過度，保持語言與行動合度。