高效跨部門合作與沖突管理

課程大綱培訓(xùn)受眾:Target participants:
目標(biāo)參與者
Department Supervisors/ Managers From Field
公司各部門主管及以上人員
Senior Management Team
公司高層主管
High Potential Staff concerned .
未來(lái)有可能擔(dān)當(dāng)相關(guān)工作的主管及以上人員課程收益:Benefits:
收益
Understand more about selfposition role from company perspective;
如何進(jìn)一步加強(qiáng)從公司角度對(duì)本職位工作的認(rèn)知
Learn more about the objectives and concerns of other Dept. and Units
相互理解不同部門乃至不同業(yè)務(wù)板塊各自的目標(biāo)和困難
Review and improve their professional attributes and attitude
檢討并改進(jìn)自身的業(yè)務(wù)素質(zhì)和工作態(tài)度
Improve communication skills with internal costumers
提升與內(nèi)部客戶的溝通技巧課程大綱:Cross Functional Communication, Cooperation & Conflicts Management

高效跨部門溝通, 協(xié)作與沖突管理 培訓(xùn)

Target participants:
目標(biāo)參與者
Department Supervisors/ Managers From Field
公司各部門主管及以上人員
Senior Management Team
公司高層主管
High Potential Staff concerned .
未來(lái)有可能擔(dān)當(dāng)相關(guān)工作的主管及以上人員。
Benefits:
收益
Understand more about selfposition role from company perspective;
如何進(jìn)一步加強(qiáng)從公司角度對(duì)本職位工作的認(rèn)知
Learn more about the objectives and concerns of other Dept. and Units
相互理解不同部門乃至不同業(yè)務(wù)板塊各自的目標(biāo)和困難
Review and improve their professional attributes and attitude
檢討并改進(jìn)自身的業(yè)務(wù)素質(zhì)和工作態(tài)度
Improve communication skills with internal costumers
提升與內(nèi)部客戶的溝通技巧

Language: Mandarin/English
語(yǔ)言： 中文/英文
Training Hour: 16 hours
時(shí)間： 16 小時(shí)

Brief Outline:

Ⅰ.Why “Cross –Function Cooperation “
一， 跨部門合作之重要性
Where are I and my team in the value chain to the Customer
在向客戶提供的“價(jià)值鏈”中，我和我的團(tuán)隊(duì)在哪里
Have I taken the responsibility as a part of the value chain  
在此價(jià)值鏈條中我盡心盡職了嗎
To learn and understand the objectives and concerns of others
了解并理解其它部門和業(yè)務(wù)板塊的目標(biāo)和困難
( Brain storm , Role play such as：
頭腦風(fēng)暴/ 角色扮演,諸如：

from Sales
從銷售部角度
from service
從售后服務(wù)部角度
from Production
從生產(chǎn)部角度
from Finance …….
從財(cái)務(wù)部角度……）

Your attitude ( try your best to put your feet in others shoes )
我“ 設(shè)身處地”為別人著想了嗎
Never forget the rule of “giving before getting “
永遠(yuǎn)不要忘記“ 欲取之于于人，先與人”
Activity and Case study ……
活動(dòng)與案例研究


II. Communication Approaches and skills
二，合作中的溝通技巧

Have I reached right person
我找對(duì)人了嗎
listen before you telling
你會(huì)聆聽(tīng)嗎
How to raise questions and deliver my ideas
如何提出問(wèn)題與表達(dá)我的想法
Is my requirement fit to SMART mode
我的要求符合SMART 模式嗎
am I smart enough
您夠聰明嗎
Understand your partner’s needs
理解對(duì)方的需求
Never forget my appreciation and express it
永遠(yuǎn)不要忘記表達(dá)我的感激
Role plays
角色扮演

III. Pay Attention on Business behavior
三，關(guān)注我的專業(yè)形象
Attending management meeting
出席/組織跨部門會(huì)議
Meeting management skills
會(huì)議管理技能
Effective follow up
有效跟進(jìn)
Proactive minded to take more job
主動(dòng)承擔(dān)“灰色地帶”工作

Be careful to complain to management
千萬(wàn)別亂告狀
Role play and Case study
角色扮演與案例分享
My personal appearance and behavior
我的外表與言談舉止
Face to face communication approach and body language
面對(duì)面溝通與肢體語(yǔ)言
Telephone communication skills
電話溝通技巧
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, 跨部門合作中的障礙及其分析
List some key problems with cooperations
合作中的主要和關(guān)鍵問(wèn)題
Identify the nature of problems
定義問(wèn)題的性質(zhì)：
standpoint
立場(chǎng)不同
communication
缺乏溝通
misunderstanding
誤解引起
sources
資源不足
procedures 。。。
流程問(wèn)題 。。。。。。
Game
游戲
Case study ……
案例分析

V. Conflicts Management for Cross Department Cooperation
五，跨部門合作中的沖突管理
Review the solution to the conflicts cross departments
分享跨部門沖突的解決方案
( Brain storm)
（頭腦風(fēng)暴）
Conflicts resolution principles
化解沖突的基本原則
Winwin mind
雙贏的理念
Integrity and honesty
正直與誠(chéng)實(shí)
Focus on job not on personal issues
如何對(duì)事不對(duì)人
Working & thinking in team
以團(tuán)隊(duì)的角度思考與行動(dòng)
Set up “feeling account”
建立感情帳戶
Conflicts resolution process
化解沖突的流程
Understand each other’s standpoint and needs
理解對(duì)方的立場(chǎng)和需求
Identify the priority order based on common target
確立基于共同目標(biāo)的工作優(yōu)先次序
Reach agreement
達(dá)成共識(shí)與協(xié)議
Follow the agreement
按協(xié)議執(zhí)行
Review it regularly
定期檢討和總結(jié)
Case study & Role play.......
案例分析與角色扮演

ⅵ.Summary and Action Plan
六，回顧小結(jié)與行動(dòng)計(jì)劃：
Review key points
要點(diǎn)回顧