要(yao)經營(ying)好(hao)一間酒(jiu)店,除了完美管理(li),還要(yao)有適當的(de)溝(gou)通技巧，做好(hao)各(ge)項工作(zuo)之外,也(ye)要(yao)看(kan)重(zhong)服務,酒(jiu)店的(de)溝(gou)通工作(zuo)。溝(gou)通是(shi)人(ren)與人(ren)進行交流,進行了解的(de)最好(hao)體例,由于(yu)如(ru)許(xu)不僅可以(yi)使更多的(de)人(ren)清(qing)楚了解到酒(jiu)店的(de)規范(fan)服務和(he)管理(li),而且還可以(yi)了解到酒(jiu)店的(de)經營(ying)理(li)念和(he)企(qi)業文(wen)化形象。
21世紀(ji)的(de)(de)(de)公(gong)(gong)司(si)(si)除(chu)非能使(shi)(shi)員工(gong)(gong)更(geng)(geng)(geng)為(wei)出色地(di)工(gong)(gong)作(zuo),否則它們將會發現(xian)公(gong)(gong)司(si)(si)生存是特別很是艱難的(de)(de)(de),更(geng)(geng)(geng)不用(yong)說繁榮發展了(le)。這(zhe)不是指必要做的(de)(de)(de)工(gong)(gong)作(zuo)更(geng)(geng)(geng)為(wei)艱苦或工(gong)(gong)作(zuo)量更(geng)(geng)(geng)大,而(er)是指員工(gong)(gong)已(yi)經學(xue)會為(wei)本身的(de)(de)(de)舉動負責,發展和(he)(he)分享關(guan)(guan)于他們的(de)(de)(de)工(gong)(gong)作(zuo)的(de)(de)(de)最好(hao)信(xin)息(xi),充分行(xing)使(shi)(shi)授權形成持久的(de)(de)(de)解決基本題目的(de)(de)(de)方法.大多(duo)數公(gong)(gong)司(si)(si)的(de)(de)(de)總經理(li)都已(yi)經意識到,想取(qu)得更(geng)(geng)(geng)好(hao)的(de)(de)(de)績效的(de)(de)(de)關(guan)(guan)鍵是優(you)秀(xiu)的(de)(de)(de)溝通.20多(duo)年來(lai),企業向導者(zhe)使(shi)(shi)用(yong)了(le)一系列溝通的(de)(de)(de)工(gong)(gong)具(ju)-焦點小(xiao)組晤談(tan)、組織調查、走(zou)動管(guan)(guan)理(li)(management-by-walking-around)和(he)(he)其他工(gong)(gong)具(ju)--傳播和(he)(he)收集一些能夠給公(gong)(gong)司(si)(si)帶來(lai)變革的(de)(de)(de)信(xin)息(xi).這(zhe)些認識的(de)(de)(de)被*使(shi)(shi)用(yong)的(de)(de)(de)技巧現(xian)實(shi)上將克制(zhi)學(xue)習(xi)和(he)(he)溝通.在21世紀(ji)的(de)(de)(de)公(gong)(gong)司(si)(si)不僅(jin)管(guan)(guan)理(li)者(zhe)必要進(jin)行(xing)有用(yong)的(de)(de)(de)學(xue)習(xi)和(he)(he)優(you)秀(xiu)的(de)(de)(de)溝通,而(er)且通俗員工(gong)(gong)也必要有用(yong)學(xue)習(xi)和(he)(he)優(you)秀(xiu)溝通.近些年來(lai),許多(duo)公(gong)(gong)司(si)(si)管(guan)(guan)理(li)者(zhe)通過(guo)與不同(tong)條理(li)的(de)(de)(de)部屬聊天,來(lai)了(le)解公(gong)(gong)司(si)(si)的(de)(de)(de)現(xian)實(shi)運行(xing)情況,然后幫助(zhu)公(gong)(gong)司(si)(si)更(geng)(geng)(geng)有用(yong)地(di)運行(xing).
◆那么,對(dui)于"溝通(tong)"的(de)理解(jie),熟悉是什(shen)么,在酒(jiu)店工(gong)作中都包括哪些(xie)層面的(de)"溝通(tong)"呢
1.珠海凱迪(di)克酒店(dian)前(qian)廳部(bu)經理羅海周老師認(ren)為:溝(gou)(gou)通(tong)(tong)是(shi)(shi)人與人之間(jian)通(tong)(tong)過語言(yan)、筆(bi)墨等(deng)多種表達體例進(jin)行(xing)信息傳遞和交換的(de)過程。它是(shi)(shi)人類(lei)舉動中最緊(jin)張(zhang)(zhang)的(de)運(yun)動,是(shi)(shi)一門研(yan)究如何使(shi)阻抗降至*,共同達到(dao)最優目(mu)標的(de)學問。正如常言(yan)所(suo)說"一個(ge)籬笆三(san)個(ge)樁,一個(ge)鐵漢三(san)個(ge)幫",這注解(jie)優秀(xiu)的(de)人際(ji)關(guan)系(xi)是(shi)(shi)成功的(de)基(ji)本保證,而(er)有(you)用溝(gou)(gou)通(tong)(tong)是(shi)(shi)營造這種人際(ji)關(guan)系(xi)的(de)緊(jin)張(zhang)(zhang)途(tu)徑。而(er)酒店(dian)日(ri)常工作是(shi)(shi)一項"高接觸"的(de)運(yun)動,溝(gou)(gou)通(tong)(tong)是(shi)(shi)組織職(zhi)能中的(de)一項緊(jin)張(zhang)(zhang)內容,它包含(han)著對內溝(gou)(gou)通(tong)(tong)和對外(wai)溝(gou)(gou)通(tong)(tong)兩個(ge)層面。內部(bu)溝(gou)(gou)通(tong)(tong)通(tong)(tong)常指員工間(jian)溝(gou)(gou)通(tong)(tong),上下級間(jian)溝(gou)(gou)通(tong)(tong),部(bu)門之間(jian)溝(gou)(gou)通(tong)(tong)等(deng)等(deng);外(wai)部(bu)溝(gou)(gou)通(tong)(tong)則包括酒店(dian)與顧客溝(gou)(gou)通(tong)(tong)以及與當局機構、社區(qu)等(deng)職(zhi)能部(bu)門的(de)溝(gou)(gou)通(tong)(tong)。
2.珠海御溫泉房務(wu)部經理姚清泉老師認為(wei):溝(gou)通就是雙方達(da)成共識,上傳下達(da),使信息得到(dao)有用流動。
他(ta)并(bing)對此(ci)舉出了(le)(le)一次親身的(de)(de)(de)經(jing)歷例子:剛入(ru)職任(ren)經(jing)理(li)時一名(ming)主任(ren)特別很是誠實、兢兢業(ye)業(ye),由于如此(ci),我(wo)和他(ta)配合密切(qie)溝(gou)通(tong)優秀,3個月后我(wo)發現該主任(ren)好(hao)象故(gu)意見似的(de)(de)(de),比以(yi)往溝(gou)通(tong)少了(le)(le)很多。于是我(wo)找他(ta)發言,對方(fang)可(ke)以(yi)說人(ren)(ren)很執(zhi)著,不(bu)(bu)愿講的(de)(de)(de)從不(bu)(bu)開(kai)口!本人(ren)(ren)進一步溝(gou)通(tong)后方(fang)知,他(ta)說他(ta)與我(wo)在(zai)工作上缺少默契且(qie)(qie)思路不(bu)(bu)同,并(bing)且(qie)(qie)他(ta)覺得前任(ren)經(jing)理(li)還好(hao)些。我(wo)當(dang)時沒說他(ta)就(jiu)讓對方(fang)舉例說,也(ye)許(xu)講了(le)(le)兩點(dian)第一:他(ta)的(de)(de)(de)建議(yi)曩昔(xi)的(de)(de)(de)經(jing)理(li)幾乎都采納(na),而我(wo)卻很少采納(na)。
第二:所做(zuo)的工(gong)(gong)作(zuo)幾(ji)(ji)乎(hu)都得到一(yi)(yi)定,而我(wo)卻挑(tiao)(tiao)三挑(tiao)(tiao)四。后(hou)(hou)來(lai)我(wo)又讓他講(jiang)了(le)詳(xiang)細幾(ji)(ji)件事并(bing)一(yi)(yi)一(yi)(yi)夙昔(xi)到后(hou)(hou)分析為什(shen)么又講(jiang)了(le)"誰動(dong)了(le)我(wo)的奶酪"等(deng),終于曉暢了(le),后(hou)(hou)來(lai)我(wo)們無論工(gong)(gong)作(zuo)上(shang)照舊業(ye)余(yu)生活中(zhong)更有默(mo)契,他也成了(le)我(wo)工(gong)(gong)作(zuo)上(shang)的得力助手!
3.珠海(hai)銀都酒店大堂(tang)副(fu)理(li)(li)陸宏佳老師認為:溝通(tong)是相互間成功的信息交流。優秀的溝通(tong)是在旅館業中做好服務和管理(li)(li)的關鍵。
4.東方驛站酒(jiu)店(dian)(dian)(dian)管(guan)理(li)有限公(gong)司培(pei)訓師王(wang)穎認為:溝(gou)通(tong)(tong)是信息、思想的(de)交流,是管(guan)理(li)必(bi)不可少的(de)工具,酒(jiu)店(dian)(dian)(dian)管(guan)理(li)也不例外。在(zai)酒(jiu)店(dian)(dian)(dian)運營中, 溝(gou)通(tong)(tong)隨處可見,并且至關緊(jin)張。客(ke)人與(yu)酒(jiu)店(dian)(dian)(dian)員工和(he)管(guan)理(li)層,員工與(yu)員工之(zhi)間(jian),員工與(yu)管(guan)理(li)層之(zhi)間(jian),管(guan)理(li)層內部,部門與(yu)部門之(zhi)間(jian),供給商與(yu)酒(jiu)店(dian)(dian)(dian)之(zhi)間(jian),酒(jiu)店(dian)(dian)(dian)與(yu)管(guan)理(li)公(gong)司之(zhi)間(jian),都存在(zai)溝(gou)通(tong)(tong)。
◆在溝通(tong)(tong)中,溝通(tong)(tong)渠(qu)道(dao)、溝通(tong)(tong)意識和溝通(tong)(tong)技巧也是很緊(jin)張的,是貫穿溝通(tong)(tong)的整個系統:
1.溝(gou)通(tong)(tong)(tong)(tong)渠道(dao)、溝(gou)通(tong)(tong)(tong)(tong)意(yi)識和溝(gou)通(tong)(tong)(tong)(tong)技(ji)巧是溝(gou)通(tong)(tong)(tong)(tong)中(zhong)的三要素(su),是促成成功(gong)溝(gou)通(tong)(tong)(tong)(tong)的需要因素(su)。通(tong)(tong)(tong)(tong)行的溝(gou)通(tong)(tong)(tong)(tong)渠道(dao)是信息活動(dong)的基礎,強烈(lie)的溝(gou)通(tong)(tong)(tong)(tong)意(yi)識會讓(rang)溝(gou)通(tong)(tong)(tong)(tong)充滿活力(li),飽富(fu)內涵的溝(gou)通(tong)(tong)(tong)(tong)技(ji)巧能讓(rang)溝(gou)通(tong)(tong)(tong)(tong)運動(dong)變得雄厚(hou)多彩(cai)。
2.溝(gou)通(tong)(tong)(tong)渠道(dao)在溝(gou)通(tong)(tong)(tong)中(zhong)起(qi)到(dao)(dao)中(zhong)介作(zuo)用(yong)(yong),就是為(wei)各(ge)級(ji)人員之(zhi)間的(de)交(jiao)流(liu)(liu)提供(gong)有(you)用(yong)(yong)的(de)體例,使(shi)信息(xi)流(liu)(liu)動順(shun)暢無阻。溝(gou)通(tong)(tong)(tong)意識在溝(gou)通(tong)(tong)(tong)中(zhong)起(qi)到(dao)(dao)的(de)作(zuo)用(yong)(yong)在于能(neng)(neng)(neng)使(shi)各(ge)級(ji)人員能(neng)(neng)(neng)夠(gou)將(jiang)所需傳(chuan)達(da)、交(jiao)流(liu)(liu)的(de)信息(xi)在第(di)臨(lin)時間內得(de)到(dao)(dao)傳(chuan)達(da)和(he)交(jiao)流(liu)(liu)。溝(gou)通(tong)(tong)(tong)技(ji)巧在溝(gou)通(tong)(tong)(tong)中(zhong)的(de)作(zuo)用(yong)(yong)重(zhong)要(yao)在于使(shi)得(de)所要(yao)溝(gou)通(tong)(tong)(tong)的(de)信息(xi)能(neng)(neng)(neng)夠(gou)得(de)到(dao)(dao)高效的(de)傳(chuan)達(da)和(he)交(jiao)流(liu)(liu)即信息(xi)一(yi)層不(bu)變的(de)傳(chuan)達(da)和(he)具有(you)高效、創新(xin)的(de)交(jiao)流(liu)(liu)。
3.假(jia)如把溝通(tong)比做人(ren)體的(de)(de)(de)循環(huan)體系(xi)(溝通(tong)之(zhi)(zhi)(zhi)與(yu)管(guan)(guan)理(li)(li)的(de)(de)(de)影響涓(juan)滴不(bu)亞于循環(huan)體系(xi)之(zhi)(zhi)(zhi)與(yu)人(ren)體),溝通(tong)渠道就是血管(guan)(guan),是信息賴以(yi)傳輸的(de)(de)(de)通(tong)道;溝通(tong)意識是支配心臟跳動的(de)(de)(de)能(neng)量(liang)(萬幸人(ren)的(de)(de)(de)心臟是自發(fa)主動地不(bu)間(jian)歇(xie)地工作),發(fa)自中樞(shu)(管(guan)(guan)理(li)(li)層)而(er)影響到全局,溝通(tong)技巧(qiao)是有氧(yang)活動。所以(yi),酒店的(de)(de)(de)有用經營和運營是要(yao)靠各方面(mian)的(de)(de)(de)努(nu)力和完(wan)美(mei),而(er)對于一個酒店的(de)(de)(de)管(guan)(guan)理(li)(li)者(zhe)來說,如何管(guan)(guan)理(li)(li)和管(guan)(guan)理(li)(li)的(de)(de)(de)方法(fa)都是特別很(hen)是緊張(zhang)的(de)(de)(de),管(guan)(guan)理(li)(li)的(de)(de)(de)不(bu)僅是人(ren),而(er)且照舊(jiu)人(ren)們之(zhi)(zhi)(zhi)間(jian)的(de)(de)(de)交流(liu)和溝通(tong),人(ren)際等(deng)。進(jin)步員(yuan)工自身的(de)(de)(de)素(su)質之(zhi)(zhi)(zhi)外(wai),還要(yao)增長對他(ta)們的(de)(de)(de)關心和理(li)(li)解,以(yi)便更好的(de)(de)(de)處理(li)(li)好員(yuan)工與(yu)上(shang)級(ji)之(zhi)(zhi)(zhi)間(jian)的(de)(de)(de)關系(xi),能(neng)夠使員(yuan)工更好地工作,除此(ci)之(zhi)(zhi)(zhi)外(wai),管(guan)(guan)理(li)(li)者(zhe)更要(yao)處理(li)(li)好與(yu)顧客(ke)之(zhi)(zhi)(zhi)間(jian)的(de)(de)(de)關系(xi),完(wan)美(mei)各項服(fu)務制度,進(jin)步服(fu)務質量(liang),吸取顧客(ke)的(de)(de)(de)珍貴意見并改進(jin)。
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