Famous management vocabulary

Using empathy can make communication more convincing and establish a good reputation at the same time!

We need to complete an effective communication at work. We divide it into six steps:

The first step is to prepare in advance.

The second step is to confirm the demand. Confirm the needs of both parties and make clear whether the purposes of both parties are consistent.

The third step is to explain the point of view. That is, how to send your message and express your message.

The fourth step is to deal with objections. An objection in communication is that there is no agreement, the other party disagrees with your point of view, or you disagree with the other party's point of view. What should I do at this time?

The fifth step is to reach an agreement. It is the completion of the communication process that forms the agreement. In fact, in communication, any agreement is not the end of work, but the end of communication, which means the beginning of work.

The sixth step is joint implementation.

Self-check

Please list the steps you have taken to report your work to your superiors.

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Compared with the six steps of effective communication, which steps are you missing? Why?

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How do you think these six steps affect the communication effect?

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Prepare in advance

When sending information, you should prepare the way, content and place of sending. In our work, in order to improve the efficiency of communication, we should prepare such contents in advance:

1. Set communication goals

This is very important. We must have a goal in mind before we communicate with others. What kind of effect we hope to achieve through this kind of communication, then we must set the communication goal.

draw up a plan

If you have a goal, you must have a plan, how to communicate with others, what to say first, and then what to say.

3. Predict possible objections and disputes.

4. SWOT analysis of the situation

It is to clarify the advantages and disadvantages of both sides and set a reasonable goal acceptable to everyone.

Then in the process of communication, the first point we should pay attention to is to prepare in advance, which is the first step in our communication process; We should prepare our goals, because we often don't know what they are at work. When we have a goal before communication, the other party will certainly have a goal, and the two sides can reach an agreement through communication. Be sure to pay attention to this step: when you meet others in the process of communicating with others, you must first say: What is the purpose of my communication with you this time?

Self-check

What are the preparation points for communicating with subordinates?

Confirm demand

Three steps to confirm requirements: Step one, ask questions. The second step is to listen actively. Only by putting yourself in the other person's shoes, listening attentively and with your brain can you understand each other's meaning; The third step is to confirm in time. When you can't hear or understand each other clearly, you should raise it in time, and you must fully understand what the other party wants to express and communicate effectively.

What is this? If you don't understand this, you can't finally reach a common agreement. To understand the needs and goals of others, you must ask questions. There are three behaviors in communication: speaking, listening and asking. Questioning is a very important communication behavior, because it can help us to know more and more accurate information, so questioning is often used in communication. At the beginning, you will ask questions, and at the end, you will ask: Is there anything you don't understand? Questioning is widely used in communication, and it can also help us control the direction of communication and conversation. Now let's look at how to distinguish the questions we raised in the communication.

1. Two kinds of problems

Self-check

Please list the open and closed issues in your work: "open" issues:

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"Closed" question:

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What do you think is the difference between open questions and closed questions?

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Reference answer

The main differences between open-ended questions and closed-ended questions are:

Closed-ended questions are questions that the other party can only answer with yes or no.

Open-ended questions are questions that the other party can freely explain and describe their own views.

Because we don't notice the difference between open and closed questions in the process of asking questions, we often collect incomplete information or waste a lot of time. Give a few simple examples to illustrate the difference between these two problems.

◇ Closed question: "Excuse me, is the meeting over?" We can only answer whether it's over or not. Open-ended question: "How did the meeting end?" The other party may tell you a lot of information, from when to meet, what agreement was finally formed, and what kind of atmosphere it ended in.

It can be seen that open-ended questions can help us collect more information. In our work, some people are used to using some open questions to communicate with others, while others are used to using closed questions. Only by understanding its advantages and disadvantages can we use closed questions or open questions more accurately.

for instance

You booked a ticket to Shanghai from the airline.

◇ Open:

"I'd like to ask, what flights are there to Shanghai and what time are they?" The service staff will tell you a lot of information. Turn off:

Is there a flight to Shanghai at 4 o'clock? The answer may beno. You ask, "What are you doing at 5 o'clock?" ? The answer is probably no, "6 o'clock" I don't know,

You ask, "What's the point?" The service staff will tell you: "There are flights at 4: 00, 4: 40, 5: 00, 65: 438+05 and 5: 45."

Therefore, in the process of communication, we should distinguish the characteristics of two different questions, ask questions correctly and improve the communication effect.

suggestion

Most "closed" questions that require simple answers can be turned into "open" questions.

2. Comparison of advantages and disadvantages of the two types of questions and questioning skills.

(1) Advantages and disadvantages of open and closed questions: ① Advantages and disadvantages of closed questions:

Closed questions can save time and easily control the conversation atmosphere.

Disadvantages: Closed questions are not conducive to collecting information. Simply put, the closed question is only to confirm the information, whether to confirm it, whether to approve it, and whether to agree. The disadvantage is that the information collected is not comprehensive. Another disadvantage is that when you ask questions with closed questions, the other person will feel a little nervous.

② Advantages and disadvantages of open-ended questions:

Advantages: the information collected is comprehensive, the feedback information is abundant, and the conversation atmosphere is relaxed, which helps to analyze whether the other party really understands what you mean.

Disadvantages: wasting time, the conversation is easy to go astray. Just like in the process of communication, we ask many open-ended questions. In this way, when we talk about this topic later, this invisible topic deviates from the original goal of our conversation. When collecting information, be sure to use open-ended questions, especially to confirm whether a particular information is suitable for using open-ended questions.

Advantages and risks of closed and open questions

(2) In communication, usually at the beginning of communication, we want to create a relaxed atmosphere, so we ask an open-ended question at the beginning of the conversation; Ask a closed question when you find that the topic is off topic; When you find the other person nervous, you can ask some open-ended questions to make the atmosphere relaxed.

In our communication with others, we often hear a simple mantra "Why?" How do we feel when people ask us why? Or think that they have not conveyed effective and correct information; Or did not convey his meaning clearly; Or feel that there may be some deviations in communication with each other; Or communication seems unsuccessful. So the other person will say why. In fact, what he needs is you to introduce what you just said in detail.

Several problems that are not conducive to collecting information

◇ Say less why. In the process of communication, we must pay attention, try to say as little as possible why, and use other words instead. For example, can you be more specific? Can you explain it more clearly? This will make the other person feel better. In fact, in the process of asking questions, both open and closed questions will be used, but it should be noted that we should try to avoid asking too many why.

◇ Ask less leading questions. Don't you think this is wrong? Such questions are not conducive to collecting information and will leave a bad impression on the other party.

◇ Multiple questions. Just ask each other a lot of questions in one breath, so that they don't know how to start. This kind of problem is also not conducive to collecting information.

Self-check

What are the skills of asking questions?

3. Active listening skills

Please judge whether the following situations belong to active listening:

When others are talking, you are thinking about your own business.

Listen, compare with your own point of view and make a comment.

We say that listening is for understanding, not for commenting. Listen and do things that have nothing to do with listening, instead of putting yourself in the other person's shoes. When you are in this situation, it is impossible to hear accurate information. When the other person is in this state, he doesn't put himself in the other person's shoes.

So, what are the skills of active listening? Here are some listening reactions. That is, when you are listening to others, you must take some actions to respond. For example: "Good! I think so too. " Not bad! ".Nodding your head properly during listening is a kind of active listening, which will also bring very good encouragement to the other party.

◇ Hinting questions. Just ask questions in time when you can't hear clearly;

◇ Repeat content. After listening to a paragraph, you should simply repeat the content.

◇ Summary. In the process of listening, we should be good at summing up each other's words, better understand each other's intentions and find accurate information.

◇ Express feelings. In the process of listening, it is a very important listening skill to develop the habit of responding to each other in time and expressing the feeling of "fine, I think so".

Listening is not passive but positive behavior, which can not only help you collect more and more accurate information, but also encourage and guide the other party to express better.

case analysis

Wei Wu sells furniture to customers, and the transaction is very smooth. When the customer was ready to pay, another salesman talked to Wei Wu about yesterday's football match. Wei Wu talked and laughed with relish with his companions, and reached out to collect the reward. Unexpectedly, the customer suddenly turned around and left without even buying furniture. Wei Wu thought hard all day, wondering why the customer suddenly gave up the furniture he had chosen. At 9 o'clock the next morning, he finally couldn't help but call the customer and ask him why he suddenly changed his mind. The customer told him unhappily on the phone: "I told you about my little daughter when I paid yesterday." She has just been admitted to Peking University, which is the pride of our family, but you didn't hear it at all, just chatting with your partner about the football match. " Wei Wu knew that the root cause of this business failure was that he didn't listen carefully to the customers talking about his favorite daughter.

suggestion

Listening is more important than eloquence.

The third step is the introduction of FAB principle.

Explaining your point of view is how to better express your point of view to the other party, which is very, very important, that is, if our meaning is finished, can the other party understand and accept it? Then there is a very important principle when expressing opinions: FAB principle. FAB is an English abbreviation: F is a Feature, but attributea is an advantage. B is interest and benefit. When expounding opinions, in this order, the other party can understand and accept them.

For example: selling sofas.

Explain in detail in FAB order:

No factory order:

conclusion

FAB sequence, the other party is easier to understand, will be very impressed.

Self-check

Use FAB principle to introduce your products to customers.

Handle objections

In communication, it is possible that you will encounter the objection of the other party, that is, the other party disagrees with your point of view. It is difficult for you to convince others at work, and it is also difficult for others to convince you. Because adults are not easily persuaded by others, they can only be persuaded by themselves. Therefore, once you encounter objections in communication, there will be a breakdown of communication.

When we encounter objections in communication, we can adopt a method similar to the use of force, which is called "Judo Method". You don't want to convince the other party, but use the other party's point of view to convince the other party. When you encounter an objection in communication, first understand some of the other party's viewpoints, and then convince the other party with this viewpoint when the other party speaks a favorable opinion for you. In other words, if you encounter objections in communication, you should use the "judo method" to convince the other party.

Self-check

How do you deal with customers' common excuses for refusal?

suggestion

When dealing with objections, the attitude should show "empathy"

The three most powerful words for solving interpersonal problems are "I understand". In the process of communication, create a customer

An environment where you can speak freely and express your opinions, show a supportive, understanding and affirmative attitude, respect the emotions and opinions of customers, and make him feel that talking with you is a relaxed and pleasant thing.

reach an agreement

After communication, an agreement was finally reached. It is important to note that the completion of communication depends on whether an agreement is finally reached.

When reaching an agreement, we should do the following: thank you.

Be good at finding support from others and expressing gratitude.

I am grateful for the achievements of others, and I am willing to share my work achievements with my partners and colleagues, actively convey internal and external feedback, and reward, praise and celebrate the excellent work of my partners.

The sixth step is implemented together.

After reaching an agreement, it should be implemented together. Reaching agreement is the result of communication. But at work, the result of any communication means the beginning of a work, and we should carry it out together according to the agreement. If we reach an agreement, but we don't follow it, then the other party will think that you have broken your word and lost trust in you. We must pay attention to,

Trust is the basis of communication. If you lose the trust of the other party, the next communication will become very difficult. Therefore, as professionals, in the process of communication, all agreements reached must be implemented in accordance with the agreement.

Self-check

Make a communication plan.

Summary of this lecture

At work, to complete a communication, you must go through six steps: the first is to prepare in advance. Prepare the goal of our communication this time and possible objections to some plans necessary to achieve this goal. How should you communicate with him? The second is to confirm the demand. Tell your purpose as soon as you see each other, and then ask each other's purpose; The third is how to express it. Explain your point of view and make it easier for the other party to accept it; The fourth question concerns objections. Convince each other with each other's point of view; The fifth is to thank and praise each other after reaching an agreement; The sixth is to carry out this work in accordance with the agreement. Otherwise, it will cause the loss of trust of the other party. In the process of communication, it must be noted that if you follow these six steps to communicate, you can improve your work efficiency even more.

Feelings and experiences

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