课程大纲培训受众:Target participants:
目标参与者
Department Supervisors/ Managers From Field
公司各部门主管及以上人员
Senior Management Team
公司高层主管
High Potential Staff concerned .
未来有可能担当相关工作的主管及以上人员课程收益:Benefits:
收益
Understand more about selfposition role from company perspective;
如何进一步加强从公司角度对本职位工作的认知
Learn more about the objectives and concerns of other Dept. and Units
相互理解不同部门乃至不同业务板块各自的目标和困难
Review and improve their professional attributes and attitude
检讨并改进自身的业务素质和工作态度
Improve communication skills with internal costumers
提升与内部客户的沟通技巧课程大纲:Cross Functional Communication, Cooperation & Conflicts Management
高效跨部门沟通, 协作与冲突管理 培训
Target participants:
目标参与者
Department Supervisors/ Managers From Field
公司各部门主管及以上人员
Senior Management Team
公司高层主管
High Potential Staff concerned .
未来有可能担当相关工作的主管及以上人员。
Benefits:
收益
Understand more about selfposition role from company perspective;
如何进一步加强从公司角度对本职位工作的认知
Learn more about the objectives and concerns of other Dept. and Units
相互理解不同部门乃至不同业务板块各自的目标和困难
Review and improve their professional attributes and attitude
检讨并改进自身的业务素质和工作态度
Improve communication skills with internal costumers
提升与内部客户的沟通技巧
Language: Mandarin/English
语言： 中文/英文
Training Hour: 16 hours
时间： 16 小时
Brief Outline:
Ⅰ.Why “Cross –Function Cooperation “
一， 跨部门合作之重要性
Where are I and my team in the value chain to the Customer
在向客户提供的“价值链”中，我和我的团队在哪里
Have I taken the responsibility as a part of the value chain
在此价值链条中我尽心尽职了吗
To learn and understand the objectives and concerns of others
了解并理解其它部门和业务板块的目标和困难
( Brain storm , Role play such as：
头脑风暴/ 角色扮演,诸如：
from Sales
从销售部角度
from service
从售后服务部角度
from Production
从生产部角度
from Finance …….
从财务部角度……）
Your attitude ( try your best to put your feet in others shoes )
我“ 设身处地”为别人着想了吗
Never forget the rule of “giving before getting “
永远不要忘记“ 欲取之于于人，先与人”
Activity and Case study ……
活动与案例研究
II. Communication Approaches and skills
二，合作中的沟通技巧
Have I reached right person
我找对人了吗
listen before you telling
你会聆听吗
How to raise questions and deliver my ideas
如何提出问题与表达我的想法
Is my requirement fit to SMART mode
我的要求符合SMART 模式吗
am I smart enough
您够聪明吗
Understand your partner’s needs
理解对方的需求
Never forget my appreciation and express it
永远不要忘记表达我的感激
Role plays
角色扮演
III. Pay Attention on Business behavior
三，关注我的专业形象
Attending management meeting
出席/组织跨部门会议
Meeting management skills
会议管理技能
Effective follow up
有效跟进
Proactive minded to take more job
主动承担“灰色地带”工作
Be careful to complain to management
千万别乱告状
Role play and Case study
角色扮演与案例分享
My personal appearance and behavior
我的外表与言谈举止
Face to face communication approach and body language
面对面沟通与肢体语言
Telephone communication skills
电话沟通技巧
Don’t forget your sense of humor
不要忘了幽默感
Case study .......
案例分享
IV.Analysis about Obstacles of Cross Departments Corporation
四, 跨部门合作中的障碍及其分析
List some key problems with cooperations
合作中的主要和关键问题
Identify the nature of problems
定义问题的性质：
standpoint
立场不同
communication
缺乏沟通
misunderstanding
误解引起
sources
资源不足
procedures 。。。
流程问题 。。。。。。
Game
游戏
Case study ……
案例分析
V. Conflicts Management for Cross Department Cooperation
五，跨部门合作中的冲突管理
Review the solution to the conflicts cross departments
分享跨部门冲突的解决方案
( Brain storm)
（头脑风暴）
Conflicts resolution principles
化解冲突的基本原则
Winwin mind
双赢的理念
Integrity and honesty
正直与诚实
Focus on job not on personal issues
如何对事不对人
Working & thinking in team
以团队的角度思考与行动
Set up “feeling account”
建立感情帐户
Conflicts resolution process
化解冲突的流程
Understand each other’s standpoint and needs
理解对方的立场和需求
Identify the priority order based on common target
确立基于共同目标的工作优先次序
Reach agreement
达成共识与协议
Follow the agreement
按协议执行
Review it regularly
定期检讨和总结
Case study & Role play.......
案例分析与角色扮演
ⅵ.Summary and Action Plan
六，回顾小结与行动计划：
Review key points
要点回顾
