沟通谈判与说服

1沟通谈判策略与说服技巧NegotiationStrategiesandPersuasionSkills2一.沟通的理念与功能1.沟通的定义“Humancommunicationistheprocessthroughwhichindividualsinrelationships,groups,organizationsandsocietiescreate,transmitanduseinformationtoorganizewiththeenvironmentandoneanother.”2.完整的沟通＝口头＋书面/视听/网络＋非语言3.沟通的功能：建立共识，为谈判与说服做好准备3二.谈判的理念与功能1.谈判的定义Itisaprocessofbargaining,whichentailstwoormoreinterdependentpartieswhoperceiveincompatiblegoalsandengageinthesocialinteractiontoreachamutuallysatisfactoryoutcome.2.谈判的目标－利益(interest)与立场(position)3.零和游戏(zero-sumgame)与双赢(win-win)4.谈判者与调停者的建构5.谈判修辞(negotiationrhetoric)6.谈判技巧(negotiationskills—strategyandtactic)4三.谈判的过程－八阶分析法的谈判架构与策略1.准备阶段(Preparing)Agoodresultofanegotiationcanbeseenasinvolvingsevenelements.Thebetterwehandleeachelement,thebettertheoutcomewillbe:1)利益(Interests)Whateverourdemandor“position”maybe,weandothersinvolvedinthenegotiationwouldlikeanoutcomethatmeetsourunderlyinginterests—thethingsweneedorcareabout.52)可能达成的协议(Options)Byoptionswemeanpossibleagreementsorpiecesofapossibleagreement.Themoreoptionsweareabletoputonthetable,themorelikelywearetohaveonethatwillwellreconcileourinterests.3)最佳退路(Alternative)Anotherchoice.Beforewesignadeal—orturnonedown—weshouldhaveagoodideaofwhatelsewemightdo.64)公平合理性(Legitimacy)Wedonotwanttobeunfairlytreated,nordoothers.Itwillhelptofindexternalstandardsthatwecanuseasaswordtopersuadeothersthattheyarebeingtreatedfairlyandasashieldtoprotectusfrombeingrippedoff.5)沟通(Communication)Otherthingsbeingequal,anoutcomeisbetterifitisreachedefficiently.Thatrequiresgoodtwo-waycommunicationaseachsideseekstoinfluencetheother.Wewanttothinkinadvanceaboutwhattolistenfor—andwhattosay.76)关系(Relationship)Preparationcanhelpusthinkaboutthehumaninteraction—aboutthepeopleatthetable.Weshouldhavesomeideaabouthowtobuildarelationshipthatfacilitates,ratherthanhinders,agreement.7)承诺(Commitment)Thosecommitmentsarelikelytobebetterifwehavethoughtinadvanceaboutspecificpromisesthatwerealisticallycanexpect,ormake,duringorattheconclusionofanegotiation.82.辩论阶段(Arguing)－理智而建设性＞情绪而破坏性威胁，承诺，既威胁又承诺利益摆中间，立场摆两旁3.暗示阶段(Signaling)－用暗示跳开辩论多听少说接收与修正双方的暗示4.提议阶段(Proposing)－用比较肯定的语气和用字提议掌握好原则，在细节上要有弹性刚开始的让步要小，条件要多95.配套阶段(Packaging)－用不同的变量加以组合运用创意整合双方的利益，制造各种配套随时寻找新的变量在主议题上追求双赢，在次议题可以零和6.议价阶段(Bargaining)－肯定的提议所有议题一起谈每一个交换都要有代价，每一个让步都要有条件7.结束阶段(Closing)－总结式，威胁式，选择式，让步式，休会式8.签署阶段(Agreeing)－各种协议文件形式10四.谈判实务之技巧1.Patience(耐心).2.Slowagony(慢性痛苦).3.Apathy(沉着).4.Empathy/sympathy(同理心/同情心).5.Suddenshifts(突然转移).6.Faking(佯装).7.Walking(离开现场).8.Faitaccompli(既成事实).9.Salami(蚕食法).10.Limits(画地自限).11.Deadlines(截止时间).12.Antagonism(敌对法).11五.说服技巧1.说服的心智源头(TheMentalSourceofPersuasion)A.信素(Ethos):“thedistinguishingcharacter,sentiment,moralnature,orguidingbeliefsofaperson,group,orinstitution”B.情素(Pathos):“anelementinexperienceorinartisticrepresentationevokingpityorcompassion;anemotionofsympatheticpity”C.理素(Logos):“reasonthatisthecontrollingprincipleintheuniverse”--Aristotle2.当代说服的定义(AContemporaryDefinitionofPersuasion)“Persuasionisanactivityorprocessinwhichacommunicatorattemptstoinduceachangeinthebelief,attitude,orbehaviorofanotherpersonorgroupofpersonsthroughthetransmissionofamessageinacontextinwhichthepersuadeehassomedegreeoffreechoice.”--RichardM.Perloff12六.说服技巧在沟通与谈判上的运用1.interestposition2.win-winzero-sum3.respectfulforceful13七.结语参考书目1.蔡宗扬译﹒谈判技巧手册。台北：远流出版公司，1993年.2.罗竹茜译。实质利益谈判法。台北：远流出版公司，1994年.3.Chayes,Abram&AntoniaH.Chayes.TheNewSovereignty：CompliancewithInternationalRegulatoryAgreements.Cambridge：HarvardUniversityPress,1995.4.Fisher,Roger.etal.CopingwithInternationalConflicts:ASystematicApproachtoInfluenceinInternationalNegotiation.UpperSaddleRiver,NJ:PrenticeHall,1997.5.Fisher,Roger.&Ertel,Danny.GettingReadytoNegotiate.NewYork:PenguinBooks,1995.6.Trenholm,Sara&AuthurJensen.InterpersonalCommunication.NewYork:WadsworthPublishingCompany,1996.7.Lewicki,RoyJ.etal.Negotiation..Boston:IRWIN,2006.8.Putnam,Linda&MichaelE.Roloff.Eds.CommunicationandNegotiation.London:SagePublication,Inc.,1992.