1、fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi内容安排 v总揽总揽：管理沟通的概念、原理与策略v起点：起点：自我沟通与一对一沟通v难点：难点：群体沟通v重点：重点：组织内与组织外沟通fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwineg
2、fchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi管理沟通的概念、原理与策略第一部分：总揽总揽fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkk
3、shjidguefuhefugfgcbwueifhncowi问 题v怎样理解管理沟通？v建设性沟通的原理是什么？v管理沟通的一般策略有哪些？fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi怎样理解管理沟通？fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874
4、gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi你是一位宇航员，与另外几位宇航员驾驶一太你是一位宇航员，与另外几位宇航员驾驶一太空船飞向月球，原计划去与已降落月球、作为空船飞向月球，原计划去与已降落月球、作为基地的太空母舰会合。然而，因机械故障，你基地的太空母舰会合。然而，因机械故障，你们的太空船只能迫降在距离太空母舰们的太空船只能迫降在距离太空母舰200200英里英
5、里之外的月球表面。降落时许多设备受到损坏，之外的月球表面。降落时许多设备受到损坏，而为了生存你们必须充分利用未受损坏的装备而为了生存你们必须充分利用未受损坏的装备自行达到太空母舰。下面列出了自行达到太空母舰。下面列出了1515样未受损坏样未受损坏的物资和装备，请依据其重要性分别标出的物资和装备，请依据其重要性分别标出1-151-15，以供你们出发时酌其重要性决定取舍（比如，以供你们出发时酌其重要性决定取舍（比如，你们的体力只能带你们的体力只能带1313件，就只好放弃另外两件，就只好放弃另外两件）。件）。（接下页）（接下页）fbgcefgcwefgweifcuwgefnicwuegfniuwgf
6、cn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi（1 1）一盒火柴）一盒火柴 （2 2）压缩饼干）压缩饼干 （3 3）5050英尺尼龙绳英尺尼龙绳 （4 4）丝质降落伞）丝质降落伞（5 5）袖珍取暖器）袖珍取暖器 （6 6）2 2支支0.450.45口径手枪口径手枪（7 7）1 1箱脱水宠物喝的牛奶箱脱水宠物喝的牛奶 （8 8）2 2大瓶氧气大瓶氧气 （9
7、9）星际图）星际图 （1010）救生筏）救生筏 （1111）磁罗盘）磁罗盘（1212）5 5加仑水加仑水 （1313）烟火信号枪）烟火信号枪（1414）包括注射器的急救箱）包括注射器的急救箱（1515）太阳能无线电收发器）太阳能无线电收发器fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi
8、Discussion (1): Group Comm.Discussion (1): Group Comm.vAfter finishing self-judgement, your group (3-4 pers) uses informative or persuasive communication so as to get access to the common decision. The turn of 15 things should try to get everyones agreement.vAttentions: -No matter informative, or pe
9、rsuasive comm., logic is the fundamental; -Dont change your idea only to avoid the conflict; -Dont make decision only to abide by “the minority and the majority” rule fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwu
10、gfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiDiscussion (2): Self-assessmentDiscussion (2): Self-assessmentvWhat key techniques, you think, make your career successful?vWhat are your communication barriers in your current job?vWhat are the most effective approaches to improve your communicative sk
11、ills？vWhat do you wish to learn much more in this course?fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiDr. WEI JIANG ZHEJIANG UNIV.91- Significance of Managerial 1- S
12、ignificance of Managerial CommunicationCommunicationvManager=Vision-maker+Motivator Comm. Activities go through all managing life.vCommunicative Capability heavily influences your career development in some extent。v3CS: Capability + Character + Comfort (Comfort relation, Comfort job, Comfort life).v
13、Supportive communication = Problem-solving + Comfort relationfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi2- Concept of Managerial CommunicationTwo schools of MCTwo
14、schools of MCvBehavior Science Theory -Audience-analysis-based communica- -Audience-analysis-based communica-tive strategies: theory and thoughts.tive strategies: theory and thoughts.vEffective communicative techniques and skills -Writing, Language; informative and -Writing, Language; informative an
15、d persuasive communication skills, persuasive communication skills, practical techniquespractical techniquesvIntegrating both two schools -Philosophy and skills development -Philosophy and skills developmentfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbr
16、uingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiv概念概念 管理沟通是指沟通者为了获取沟通对管理沟通是指沟通者为了获取沟通对象的反应和反馈而向对方传递信息的全象的反应和反馈而向对方传递信息的全部过程。部过程。 A) A) 基于反应的双向沟通基于反应的双向沟通; ; B) B) 需要媒介联结沟通双方。需要媒介联结沟通双方。GOOD IDEAS ARE NOT SCARCE SUPPLY,WHAT IS RARE IS THE ABILITY Of TRANS-LATING
17、 A GOOD IDEA INTO ACCEPTEDPRACTICE.2- Concept of Managerial Communication(c)fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowivNATURES OF MC-Media: language or letters;-C
18、ontent:Information, Thoughts, Emotion, Aspects, Attitude etc.-Philosophy greatly influences the understanding of motive, behavior and goal;-Special barriers: information disorder, Psycological elements (preference, backgroud, experiences and values)2- Concept of Managerial Communication(c)fbgcefgcwe
19、fgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowivINFORMATION SOURCES (WHO);vAUDIENCE (NEGATIVE, POSITIVE & NEUTRAL; CRITICAL OR NO CRITICAL; DIRECT OR INDIRECT);vCOMMUNICATIVE GO
20、AL (SOLVING PROBLEM);vENVIRONMENT (INTERNAL AND EXTERNAL);vINFORMATION;vMEDIA (ORAL, WRITING, PHONE, E-MAIL, ETC.);vFEEDBACK (POSITIVE, NEGATIVE OR NEUTRAL)3- Components of Managerial Communicationfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewg
21、vbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi4- Process of Managerial Communicationfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi建设性沟通
22、的原理是什么？fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi Supportive Communication Natures Strategiesfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcwe
23、yigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi1- Supportive Communication1- Supportive Communication CONCEPT Supportive Communication = Problem-solving + Positive relation NATURES (1) delivery of the correct information (2) positive an
24、d comfort relation (3) definite goal of problem-solvingfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi2- Principles of Supportive 2- Principles of Supportive Communica
25、tionCommunicationvInformation Principles -Completeness, Consideration,Clarify, Courtesy, ConcretenessvPosition Principles -Problem-orientation, Self-explicitnessvRespect Principles -Description, Confirm, Dual communication, Discrepancy fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugwey
26、fgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiCompletenessCompleteness（完全性）（完全性） 讨论讨论 为什么在沟通中会出现不完全信息为什么在沟通中会出现不完全信息? ? - -背景、观点、态度、地位、经历等方面的差距背景、观点、态度、地位、经历等方面的差距完全性识别标准完全性识别标准 沟通者传递信息和受众接受信息相等沟通者传递信息和受众接受信息相等. .建议（建议（GUIDELINE）
27、-提供所有的必要信息提供所有的必要信息 - -回答所有问的问题回答所有问的问题 - -必要时补充额外信息必要时补充额外信息fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiClarifyClarifyRoleRole 节约双方时间节约双方时间 对对方的尊重对对方的尊重GuidelineGu
28、ideline 消除冗长的表达消除冗长的表达 只包括相关材料只包括相关材料 避免不必要重复避免不必要重复fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiConsiderationConsideration含义含义 从受众能接受的角度准备每一个信息，把从受众能接受的角度准备每一个信息，把自
29、己放在对方的立场。自己放在对方的立场。建议建议 (1) (1) 集中于集中于“YOUYOU” 而不是而不是 “I I” 或或“WEWE” (2) (2) 突出受众利益和兴趣突出受众利益和兴趣 (3) (3) 强调积极的、另人愉悦的事实强调积极的、另人愉悦的事实v例：请勿越线，违者罚款例：请勿越线，违者罚款(2 eggs)(2 eggs)fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngt
30、wugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi ConcretenessConcreteness含义含义 运用具体、明确、活泼、生动的沟通语言而不运用具体、明确、活泼、生动的沟通语言而不是含糊乏味的语言。是含糊乏味的语言。GUIDELINEGUIDELINE (1) (1) 用具体的事实和图表用具体的事实和图表 (2) (2) 强调语句中的动词强调语句中的动词 (3) (3) 选择活泼、有想象空间的语句选择活泼、有想象空间的语句fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgef
31、yugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiCourtesyCourtesy 含含 义义不仅要意识听众的观点和期望，还应考虑听众的感情。不仅要意识听众的观点和期望，还应考虑听众的感情。 建建 议议 (1) (1) 真诚、机智、周到真诚、机智、周到; ; (2) (2) 以尊重人的语气表达；以尊重人的语气表达； (3) (3) 选择非歧视性表达选择非歧视性表达 (4) (4) 对下级：平等、信任，要
32、有一颗平常心对下级：平等、信任，要有一颗平常心fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiProblem-orientationProblem-orientationvPROBLEM-ORIENTATION RATHER THAN PERSON-ORIENTATION (对事不对人对
33、事不对人) )vDISCUSSION: DISCUSSION: 比较以下三种说法比较以下三种说法 A A 我不喜欢你这身打扮；我不喜欢你这身打扮； B B 你的这身打扮与公司的衣着规定不符；你的这身打扮与公司的衣着规定不符； C C 大家希望你能打领带上班。大家希望你能打领带上班。 fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidgue
34、fuhefugfgcbwueifhncowiSelf-explicitness含义含义 承认思想源泉属于自己而非他人或集体。承承认思想源泉属于自己而非他人或集体。承担个人评论的责任。担个人评论的责任。讨论讨论A A 自我外显是否普遍适用？何种情况下不合适？自我外显是否普遍适用？何种情况下不合适？B B 自我内隐可能会导致什么结果？自我内隐可能会导致什么结果？C C 如何引导下属从自我内隐走向自我外显？如何引导下属从自我内隐走向自我外显？ fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuie
35、gncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiDiscrepancy不一致的三种情形不一致的三种情形 A A 处事态度与意识到态度之间不一致；处事态度与意识到态度之间不一致； B B 个人感觉与表达意见的不一致；个人感觉与表达意见的不一致； C C 表达内容与举止、口气的不一致。表达内容与举止、口气的不一致。DISCUSSION你工作中在什么情况下不能采取表里一致的沟你工作中在什么情况下不能采取表里一致的沟通原则？通原则？fbgcefgcw
36、efgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiDescription Principle (Description Principle (描述性）描述性）描述性沟通步骤：描述性沟通步骤： STEP 1STEP 1：描述客观事情、行为和环境；：描述客观事情、行为和环境； STEP 2STEP 2：关注自己
37、的行为和反应而非他人的态度；：关注自己的行为和反应而非他人的态度； STEP 3STEP 3：关注解决问题的方案。：关注解决问题的方案。问题讨论问题讨论当你要对下属一年来的工作作总结时，往往不可能从描当你要对下属一年来的工作作总结时，往往不可能从描述性角度去沟通，而需要对下属的成绩和问题作精练、述性角度去沟通，而需要对下属的成绩和问题作精练、合理的概括，你如何评价？合理的概括，你如何评价？fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgv
38、buwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiDescription PrincipleDescription Principle需要评价时注意的原则需要评价时注意的原则 应以已建立的规则为基础；应以已建立的规则为基础； 以可能的结果为基础；以可能的结果为基础； 与同一人先前的行为作比较；与同一人先前的行为作比较； 要避免引起对方的不信任和激起防卫心理要避免引起对方的不信任和激起防卫心理自我评价自我评价 fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gf
39、w7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiConfirm PrincipleConfirm Principle 含义含义使对方感到自己被认可、被承认、被接受和有价值；使对方感到自己被认可、被承认、被接受和有价值； 而不是否认他人存在、他人的重要性和独特性。而不是否认他人存在、他人的重要性和独特性。 排斥性的表现形态排斥性的表现形态优越感导向（奚落、自夸、事后诸葛亮等
40、）优越感导向（奚落、自夸、事后诸葛亮等）过于严厉（绝对肯定）；冷漠。过于严厉（绝对肯定）；冷漠。 认同性的表现形态认同性的表现形态尊重对方；灵活开放；双向沟通尊重对方；灵活开放；双向沟通fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiConfirm PrincipleConfirm Pr
41、inciple策略思路策略思路 先提炼对方主要观点，后零碎看法； 先指出双方一致之处，再相异之点； 先肯定对方行为观点，再缺点批评； 先解决问题正确做法，后以前错误； 先实现对方自我激励，后具体方法。fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiDual Communication积极
42、倾听而非单向输出原则积极倾听而非单向输出原则敢当学生；以向他人学习的理念思考；双向互动。敢当学生；以向他人学习的理念思考；双向互动。策略策略 A A 双向沟通的重要性双向沟通的重要性 B B 从肯定对方立场倾听从肯定对方立场倾听 C C 克服先入为主和思维定势克服先入为主和思维定势 D D 给对方以及时、适当的反应给对方以及时、适当的反应fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevng
43、twugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi学会倾听是成功领导者的基本素质学会倾听是成功领导者的基本素质 不好的听的习惯不好的听的习惯 喜欢批评，打断对方；喜欢批评，打断对方； 注意力不集中；注意力不集中； 表现出对话题没有兴趣；表现出对话题没有兴趣； 没有眼睛的交流没有眼睛的交流 反映过于情绪化反映过于情绪化 只为了解事实而听只为了解事实而听 好的倾听习惯好的倾听习惯 了解对方心理了解对方心理 集中注意力集中注意力 创造谈话兴趣创造谈话兴趣 观察对方身体语言观察对方身体语言 辨析对方意思并给予反馈辨析对方意思并给予反馈 听取对方的全部意
44、思听取对方的全部意思fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi管理沟通的一般策略有哪些？fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruing
45、ciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi渠道媒介渠道媒介fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiFIVE KEY STRATEGIESFIVE KEY S
46、TRATEGIESvOBJECTIVE STRATEGYOBJECTIVE STRATEGYvSUBJECTIVE STRATEGYSUBJECTIVE STRATEGYvINFORMATION STRATEGYINFORMATION STRATEGYvCULTURE/ENVIRONMENT CULTURE/ENVIRONMENT STRATEGYSTRATEGYvFEEDBACK STRATEGYFEEDBACK STRATEGYfbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegnc
47、uwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowi讨论题讨论题背景：背景：有许多人抱怨，刚添孩子时，接二连三地接有许多人抱怨，刚添孩子时，接二连三地接到给孩子买保险的电话，而且很多业务员上门推到给孩子买保险的电话，而且很多业务员上门推销保险（包括教育险、人身保险等）。搞得家里销保险（包括教育险、人身保险等）。搞得家里应接不暇，后来不管什么业务员如何联系，干脆应接不暇，后来不管什么业务员如何联系，干脆一律回答：买了！一次，我算了一下帐，所有保一律回答：
48、买了！一次，我算了一下帐，所有保险到一定年限（如险到一定年限（如1818年）的实际回报，远不如存年）的实际回报，远不如存银行合算。于是，当业务员上门，我就拿出计算银行合算。于是，当业务员上门，我就拿出计算器帮他们算帐。器帮他们算帐。问题问题：如果我现在尚没有给孩子买保险，你准备如：如果我现在尚没有给孩子买保险，你准备如何说服我购买？你认为要说服顾客的关键是什么？何说服我购买？你认为要说服顾客的关键是什么？fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruin
49、gciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowiv顾客定位：顾客定位：顾客需要什么？顾客需要什么？v自我定位：自我定位：我能给顾客什么？我能给顾客什么？v沟通策略：沟通策略：如何把如何把“需要需要”和和“提供提供”联结为联结为一体？一体？v有效管理沟通的关键：有效管理沟通的关键：换位思考换位思考v例子的问题：业务员在没有弄清楚顾客需要什么例子的问题：业务员在没有弄清楚顾客需要什么之前，滔滔不绝地推销产品，实际上，对有的顾之前，滔滔不绝地推销产品，实际上，对有的顾客而言，讲得越
50、多越容易反感。客而言，讲得越多越容易反感。fbgcefgcwefgweifcuwgefnicwuegfniuwgfcn874gfw7euwinegfchgefyugweyfgcweyigfncwuiegncuwigquigwbruingciuewgvbuwngcuwevbgwuigncfuiwevngtwugfxmiwuevgwfhkjkkshjidguefuhefugfgcbwueifhncowivHow to Strengthen your information How to Strengthen your information ？fbgcefgcwefgweifcuwgefnicwu
