专业人员沟通技巧（Professional communication skills）.doc

专业人员沟通技巧（Professional communication skills） Improvement of communication and coordination ability of professional and technical personnel (1) Wang yue of Beijing university of aeronautics and astronautics I. communication overview (1) concept and type of communication 1. The concept of communication (1) communication is the transmission of information; (2) communication is the understanding of information; (3) effective communication is the two-way and interactive process of information transmission, reception, understanding and feedback between subjects. (4) the purpose of communication is to recognize each other through effective acquisition and accurate understanding of the information. Type of communication (1) carrier: oral communication, written communication and electronic communication; (2) language: verbal communication, non-verbal communication. (ii) basic elements of communication Expression of 1. (1) the concept of expression The expression is one of the basic elements of communication activities, such as the expression of the results of the thought in the form of written language, oral language, expression, body language, etc. The subject of expression can be a person or an organization or a group. (2) factors affecting the expression effect Volume, speed, pitch, clarity, emphasis, environment, timing. 2. Listen to (1) the concept of listening Listening is the process of receiving verbal and non-verbal information, determining its meaning, and responding to it. (2) the psychological process of listening Information receiving, screening and filtering, inclusion and participation, giving meaning, value evaluation, storing memory, and information feedback. (3) the role of listening Get information, discover problems, build trust, and harvest friendships. (4) type of listening The degree of physical and mental involvement of the listener Listening, pretending, listening, listening, listening, listening. Depending on the object Focus on listening (or listeni