Communication-Skill——大型快消企业的沟通技巧内部培训教材

FacetoFaceCommunicationSkillsLearningObjectiveDefinitionofCommunicationFundamentalofEffectiveCommunicationTheBarriersofOpenCommunicationSkillstoBuildOpenCommunicationProcesstoConductEffectiveCommunicationSummaryWhatisCommunicationRecieveandSendCC:MailMeetingHaveaPhoneCallReadingaMemoHaveaTalkwithCustomerCommunicationisExchangeInformationbyTwoWaysFirstthingforcommunication:willingTechnicalwiseFeelingwise–Technicalwise–Insidewise(气场):bornandpractice,fromnowonWewilltalkaboutothercommunicationbarriersoon…WhatKindofInformationweExchangeFact-Businesssituation,need,problem,concern,etc.(Consultantmostlyfocusonthisside)Feeling-Positive,Neutral,NegativeSmartlydelivertoclient:normallyusedin“SAYNO”What’sclients’feeling?Positive/negative/joinin?ProcessofCommunicationOneObtainingInformation,isonehigherskillthantransmittinginfoTwoVerifyingourunderstandofInformation,easilyomittedThreeTransmittingourownInformation,whichhavematureformatOneTwoThreePurposeofCommunicationEnhanceUnderstandingMakingDecisionSolvingProblemRethinkwhatyousaid,bringpositiveornegativefeelingtoclient?Forexample:joke?Yourpastexperience?Yourtone?Remember:potentialpurposeinfluenceyouranyactionFundamentalofEffectiveCommunicationBuildingOpennessisFundamentalofEffectiveCommunicationIt’samulti-skill,sometimeslike“chemistry”betweenpeopleNormallyconsultantneedmorepatienceonopennessbeforerealsteptakenCloseOpenArethereanyBarriersforOpennessCommunication?Yes...1.ValueStatement2.UnchangeablePosition3.LackofPurpose4.TimePressure(1)(2)(3)(4)Let’smovetothefirstBarrier-ValueStatementAnswer3questions:1.WhatisValueStatement?2.WhyValueStatementisthebarrierforopennesscommunication?3.Howtoovercome?–Neverthinkyouknowall!–HighertoleranceForexample:rumorThesecondBarrier-UnchangeablePositionAnswer3questions:1.Whatisunchageableposition?2.Whyitisthebarrierforopennesscommunication?3.Howtoovercome?–Putyourfeetinothers’shoes–Feelthepainbutdokeepreasonable–Nevergiveupfindindsameposition(求同存异)TheThirdBarrier-LackofPurposeAnswerthesamethreequestions:1.What’sLackofPurpose?Doesothersfeelwhetheryouhaveclearpurpose?2.WhyitistheBarrierfortheopennesscommunication?3.Howtoovercome?–Knowothers’needs–Wellpreparation–KeepremindingyourpurposeatanytimeThelastBarrier-TimePressureAnswerthelastsame3questions:1.What’sTimePressure?2.WhyitistheBarrersforOpennessCommunication?3.Howtoovercome?–Ifpossible,it’sthebesttogetenoughtimeinadvance–Clearpurposeandwellpreparation,orwhat’spriority?–Ifyoudoneedmoretime(e.g.clarifythebackground),it’sbettertotalklaterHowtoBuildOpennessCommunicationBuildopennesswithcommunicationresponseandeffectivelisteningCloseOpen6CommunicationResponsingSkillstokeeptheWindowOpentoprovides“lotsofroom”inansweringtoencouragetalkertooffermoreinformationonthepointtosummarize,clarity,andshowyourinterestsandunderstandwhattalkerhassaidtobringoutcomfortableinformationtobringoutthespecificandusefulinformationtohelptomovedeeplyintothesubjectbeingdiscussedCommincationresponseExamplePurposeGeneralLeads(sometimesit’spowerful)PauseRestatementsProbesComfortableAreasProbesSensitiveAreasInterpretationsInadditiontoCommunicationResponses,ItstillneedEffectiveListeningtokeepwindowopen-Helptalkerfeelfreetotalk-Lookandactinterested-Listentounderstandratherthantooppose-Maintaineyescontact-Bealertfornon-verbalsigns-Trytoputyourselfintheotherperson’splacesthatyoucanseetheirpointofview-allowtimeforideatobeexpressed-Donotinterrupt-Thisputstheotherpersononthedefensivecausingtheshapetocomedown-Thisshowsthatyouarelistening-Ithelpsdevelopdiscussionpointsmorefully-Youjustcannotbeagoodlistenerifyoudonotlettheotherpersontalk1.Showthatyouwanttolisten2.Listenforfactsandfeelings3.Empathize4.BePatient5.Donotbeargumentativeorcritical6.Askquestions7.StoptalkingBealerttotheSignsofClosedCommunicationRationalizationBlamingOthersBeingHostileWithdrawingProcesstoConductEffectiveCommunication1.Preparationforthecommuniacton-Setpurpose,timing,preparematerial,makeappoitment2.Conductcommunication-Statecommunicatonobjectivepositively-Usecommunicationresponsingskillsandlisteningskillstobuildopennesstoobtaininformation-Avoidcommunicationbarriersbygoodpreparationandgoodresponses-Alertthesignsofclosedcommunication-Communicateyourpointtocustomer3.Closecommunication-Reviewtheresultvsobjective-Agreeonthenextstep-Don’tclosethedoorfornexttimeevenyoucan’tachieveobjectivethistimeSummaryCommunicationObjectiveRequireOpennessCommunicationBarriersforOpennesscommunicationCommunicationResponseListeningskilldSignsofClosedCommunicationCloseOpen