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《4A同頻道溝通》

《4A同頻道溝通》
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《4A同頻道溝通》

 

一、課程背景

    我們認為:

    良好的溝通習慣,比溝通的技巧更重要;

    溝通是需要成本的,溝通不良成本更高;

    單靠“加強”溝通不能真正改善溝通,必須改變溝通的方式,改善溝通的目的是為了降低溝通成本;

    增加對人際關系的投入,可以有效降低溝通成本;

    “溝通頻道”可以幫助我們隨時發現自己的不良溝通習慣,并有效改善;

    ……

 

二、課程收益

   掌握評估溝通有效性的方法,減少無效的溝通,提升溝通效率;

   掌握保障溝通質量的程序和方法,減少誤解的發生;

   學會如何與人高效地達成共識,甚至說服固執的人;

   學會如何影響情緒化、不講理的人。

 

三、課程對象

   高、中、基層管理人員以及一線員工中想要改善溝通效果的人群

 

四、課程時長

   2天(12小時)

 

五、課程大綱

一、   溝通的主要問題與障礙

1.    溝通的目的和挑戰;

2.    溝通效果評估:要取決于接受者;

?   說話看場合、看時機提高對方的接受度;

?   信任和尊重,更容易讓對方接受我的意見;

3.    溝通思考循環(Thinking Circle)

4.    優秀團隊的溝通特征;

?   溝通過程中有豐富的創意,能夠接納不同意見;

?   有良好的溝通秩序和方法,能有效控制情緒沖突的負面影響;

?   最終能達成高度共識,并形成言行一致的高度執行力。

二、   同頻道溝通與4A溝通循環

1.    導致溝通問題的根本原因(個體差異)與關鍵原因(溝通頻道差異)。

2.    溝通頻道差異的類型;

        A.     關閉頻道對傾聽、表達習慣的影響;

        B.     爭奪頻道引發的沖突與情緒對立;

        C.     頻道分叉引發的誤解與分歧;

(看視頻分析溝通:《虎口脫險》片段)

3.    調整溝通頻道,讓溝通更有效

4.    溝通執行循環(Executing Circle)

5.    4A溝通循環

6.    溝通習慣比溝通技巧更重要。

三、   有效的信息溝通

(一)準確理解——4A傾聽

1.    傾聽的自發4A循環

2.    “信息開關”和“情緒道口”問題;

3.    傾聽的自覺4A循環

?   Aim:知道和理解的差別;

?   Assess:我“空杯”了嗎?

?   Adjust:進入對方的頻道;

?   Attempt:聽懂“弦外之音”;

?   Assess:保證聽的質量;

(二)清晰說明——4A表達

1)    Aim:表達的影響力和作用;

2)    Assess:聽者的接受度;

3)    Adjust:抓住聽眾頻道的開場;

4)    Attempt:

?   表達的KISS原則;

?   通過打比方、舉例子增強表達力和影響力;

(互動練習:專業術語解釋)

5)    Assess:關注聽者的反饋,減少被誤解的可能性。

四、   有效說服和影響——4A共識溝通

1.    Aim:要說服還是要共識?

2.    Assess:雙方的差距有多大?

3.    Adjust:如何把注意力聚焦在同一個問題上?

4.    提問引導技術:

?   明知故問;

?   借力打力;

(互動討論:如何有效說服對方)

5.    Attempt:因勢利導的表達與引導;

?   對事不對人;

?   聚焦差異而不是擴大差異;

?   “太極”溝通哲學——善用溝通中的推力和拉力;

6.    Assess:階段性共識評估;

?   鞏固已有共識;

?   共識后目標調整:留時間和空間給對方。

五、   沖突化解——4A情緒溝通

(分組討論:老狼與狐貍)

1.    Assess:處理沖突,首先是意識到情緒信號!

2.    Aim:一旦遭遇情緒化的對象,要改變目標,先處理情緒。

3.    Adjust:

?   先處理自己的情緒;

?   進入對方的頻道感受對方的情緒,了解對方的不滿;

?   尋找共同的話題,縮小分歧;

4.    Attempt:回應技術的應用:

?   情緒化的心理根源;

?   回應的方法;

?   溝通中的小智慧與大智慧。

5.    Assess:去情緒化的特征;

(看視頻分析溝通:《亮劍》片段)

6.    激烈言行溝通現象分析。

(視頻賞析:關于“范跑跑”的辯論)

六、   團隊溝通中的4A循環

1.    情商與人際關系;

2.    影響信任的關鍵因素;

3.    長期關系的建立與維系。

4.    跨部門溝通的問題與對策

5.    上下溝通的問題與對策

七、   Q&A

                                                                                                                       


TAG: 銷售溝通技巧培訓賞識教育案例

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