effective_communication

EFFECTIVEEVALUATIONTips and Techniques forGiving Helpful EvaluationsWHERE LEADERS ARE MADEEVALUATIOEFFECTIVENTOASTMASTERS INTERNATIONALP.O. Box 9052 • Mission Viejo, CA 92690 USAPhone: 949-858-8255 • Fax: /members© 2011 Toastmasters International. All rights reserved. Toastmasters International, the Toastmasters International logo, and all other Toastmasters International trademarks and copyrights are the sole property of Toastmasters International and may be used only with permission. Item 202 2011 Rev. 6/WHERE LEADERS ARE MADE

2 EFFECTIVE EVALUATIONCONTENTSIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3When You Are the Evaluator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3The Evaluator’s Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3How to Prepare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Your Evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4How You Say It . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Your Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5As You Conclude . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Follow Up with the Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Follow Up with the Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6When You Are the Speaker or Leader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Put Some Variety into Evaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Would You Like to Learn More? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Recommended Evaluation Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Effective Communication and Presentation Skills 高效沟通与演讲技巧 You communicate with your boss, your subordinates, your clients, your competitors, etc. First, you will learn the methods to talk smart and always bring across your point. With the efficient communication skills you will learn, you will be a more effective team player, a better listener, and an efficient problem solver. Having presentation skills and being confident in public speaking will increase your career opportunities, as delivering professional presentations to clients and business partners is becoming an essential part of today's business world. The training will take you step-by-step through the process of developing an effective presentation from choice of a topic and organization of materials; you will become a successful speaker and get support from others. 您无时无刻都处在沟通之中:与上司，与下属，与客户，与竞争对手，提升人际关系影响力必须具备良好的沟通能力。通过本课程的学习，您将能提高您的表达能力与聆听技巧，与他人良好沟通；您将掌握在团队中良好、有效沟通的诀窍，使您的团队工作更有效率。不论我们在通知、影响、说服，还是促使别人行动时都需要演讲。通过表达来传递信息，是一种有力的影响和说服他人的手段。本培训将告诉您如何在公众场合泰然自若地进行有说服力的表达、演讲和沟通，帮助您成为优秀的演讲者，将信息有效传送给他人，同时赢得他人的合作及认同。 The employees, supervisors, managers, team leaders, project managers and salesman who need to influence others or explain new policies, procedures, products, projects by communication and powerful business presentations. 需要通过沟通与演讲影响他人达到工作目标的以及汇报工作、发布新产品员工、主管、经理、团队负责人、项目负责人以及销售人员相关职业人士。 Ms. He has seventeen years working experience on professional training and human resources development. She has developed and designed and delivered the following soft skills training for the managers in middle and senior level in hospitality, retailing, logistics, manufacturing industry, such as Professionalism, Time and Stress Management, Presentation Skills, Train-The-Trainer, Teamwork, Business Etiquette Communication Skills, Customer Service, Motivated Your Team, Influencing Skills, Creative thinking and Problem Solving, and Management Skills. 目标与内容Objectives and Content

Collection system owners and operators must communicate effectively with municipal authorities,state and federal regulators,and the general public. Enhancing communication is an integral part ofoptimizing an operation and maintenance program. Information for this chapter was primarily obtained from the following sources:U.S. EPA’s Guide forEvaluating Capacity,Management,Operation,and Maintenance Programs for Sanitary SewerCollection Systems(DRAFT) and Draft Notice of Proposed Rulemaking—NPDES PermitRequirements for Municipal Sanitary Sewer Collection Systems,Municipal Satellite CollectionSystems,and Sanitary Sewer Overflows;U.S. DHHS’s Communicating in a Crisis:RiskCommunication Guidelines for Public Officials;and the Maine Department of EnvironmentalProtection’s O&M Newsletter.

5-15.1 Working with the PublicImproving public awareness is important because the public can play a key role in improvingcollection system performance. The public is a key stakeholder that should have an opportunityto identify its concerns and expectations regarding the performance of collection systems andpotential public health and environmental risks.The public does not always understand the benefits to be derived from collection system projectsthat may significantly raise their user rates and require temporary or permanent disruption.Public officials in turn may not be willing to counter public sentiment. Therefore,it is importantto engage and inform stakeholders early and maintain communication throughout the projectprocess. Education is a vital tool that can eliminate potential barriers or opposition related to funding andsiting,provide support for the project,and reduce overall costs and disruptions. The public isusually more willing to pay for improvements it can see and understand.The ability to establish constructive communication will be determined,in large part,by whetheran audience perceives you to be trustworthy and believable. Consider how they form theirjudgments and perceptions. Key factors in assessing trust and credibility are:empathy andcaring; competence and expertise; honesty and openness; and dedication and commitment.

Cultural Barriers to Effective

Communication

Effective communication with people of different cultures is

especially challenging. Cultures provide people with ways of

thinking--ways of seeing, hearing, and interpreting the world.

Thus the same words can mean different things to people from

different cultures, even when they talk the "same" language. When

the languages are different, and translation has to be used to

communicate, the potential for misunderstandings increases.

Stella Ting-Toomey describes three ways in which culture

interferes with effective cross-cultural understanding. First is

what she calls "cognitive constraints." These are the frames of

reference or world views that provide a backdrop that all new

information is compared to or inserted into.

Second are "behavior constraints." Each culture has its own rules