员工行为指导手册目录第一章人际交往能力...........................................................................................................1第一节建立关系...........................................................................................................1第二节团队合作...........................................................................................................5第三节解决矛盾...........................................................................................................8第四节敏感性.............................................................................................................12第二章影响力.....................................................................................................................15第一节团队发展.........................................................................................................15第二节说服力.............................................................................................................19第四节影响能力.........................................................................................................22第三章领导........................................................................................................................26第一节评估.................................................................................................................26第二节反馈和培训.....................................................................................................30第三节授权.................................................................................................................33第四节激励.................................................................................................................36第五节建立期望.........................................................................................................41第六节责任管理.........................................................................................................45第四章沟通........................................................................................................................50第一节口头沟通.........................................................................................................50第二节倾听.................................................................................................................53第三节书面沟通.........................................................................................................56第五章判断和决策.............................................................................................................59第一节战略思考.........................................................................................................59第四节推断评估能力.................................................................................................62第五节决策能力.........................................................................................................65第七章客户服务.................................................................................................................70第二节客户管理.........................................................................................................70第三节谈判能力.....................................................................................
