Six steps for effective communication

[Management quotes]

Using empathy can make communication more persuasive and build a good reputation!

To complete an effective communication at work, we will divide it into six steps:

◇ The first step is to prepare in advance.

◇ The second step is to confirm the requirement. Confirm the requirements of both parties and determine whether the purpose of both parties is consistent.

◇ The third step is to explain the viewpoint. That is, how to send your information and express your information.

◇ The fourth step is to handle the objection. The objection in the communication means that no agreement is reached, and the other party does not agree with your opinion, or you do not agree with the other party's opinion. What should you do at this time.

◇ The fifth step is to reach an agreement. The communication process forms an agreement. In actual communication, any agreement is not the end of a job but the end of communication, which means the beginning of a job.

◇ The sixth step is joint implementation.

Six steps for efficient communication

Step 1 prepare

Step 2 confirm requirements

Step 3

Step 4 handle objections

Step 5 reach an agreement

Step 6: implement together

 

Step 1 prepare

 

When sending information, you must prepare the sending method, content, and location. In our work, in order to improve the efficiency of communication, we need to prepare such content beforehand:

 

1.Set up communication goals

This is very important. Before we can communicate with others, we must have a goal in our hearts. If I want to achieve an effect through this communication, we must set the goal of communication.

 

2.Plan

If you have a goal, you need to have plans, how to communicate with others, what to say first, and what to say later.

 

3.Predict possible objections and disputes

 

4.Perform SWOT analysis on the situation

It is to clarify the advantages and disadvantages of both parties and set a more reasonable goal that everyone can accept.

In the process of communication, the first thing we should pay attention to is preparation in advance. This is the first step in the communication process. The goal should be prepared, because we often don't know what the goal is at work. When we have a goal before communication, the other party will certainly have a goal. Both parties can reach an agreement through communication. To complete this step, you must note: When we see others while we are communicating with others, we should first say: What is the purpose of this communication with you.

Step 2 confirm requirements

 

The first step is to ask a question. Step 2: actively listen. You need to put yourself in the room to listen, listen with your heart and mind, in order to understand the meaning of the other party; Step 3 is to confirm in time. When you are not clear or understand the other party, you must make a prompt and fully understand what the other party wants to express and communicate effectively.

Three-Step confirmation Step 1: effectively ask questions Step 2: actively listen Step 3: Confirm in time

Questioning and listening are common communication skills during communication. In the communication process, we must first confirm the other party's needs. If you do not understand this, you cannot reach a common agreement. To understand the needs and objectives of others, you must ask questions. There are three actions in the communication process: speaking, listening, and asking. Question is a very important communication behavior, because it can help us learn more and more accurate information, so it is often used in communication. I will ask a question at the beginning, and I will ask a question at the end: What else do you have to understand? Questions are often used in communication. At the same time, they can help us control the direction of communication and the direction of conversation. Now let's take a look at how to differentiate the questions we asked during communication.

 

1.Two types of problems

Two types of problems Open Question Closed Problem

[Example]

You can book a ticket to the airline to Shanghai.

◇ Open:

"I would like to ask, What flights are there to go to Shanghai, and what time are there for each flight ?" The service staff will tell you a lot of information.

◇ Closed:

"Are there any flights to Shanghai "? The answer may be none,

You asked, "Are there any five points "? The answer is probably none,

"6 o'clock "? No,

You will ask, "What are the points ?" The service staff will tell you: "There are flights at 04:10, 04:40, 05:15, and 05:45 ."

Therefore, we should note that in the process of communication, we should distinguish the characteristics of two different questions. correct questions will help improve the communication effect.

 

[Advice]

Most "closed" questions that require a short answer can become "open" questions.

 

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

(1) Advantages and Disadvantages of open and closed problems:

① Advantages and Disadvantages of closed problems:

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

Disadvantage: Closed problems are not conducive to collecting information. Simply put, closed problems only confirm information, confirm whether or not they agree or disagree. The disadvantage is that the collection of information is incomplete. Another bad thing is that when a closed question is asked, the other party may feel a little nervous.

② Advantages and Disadvantages of open question:

Advantages: comprehensive information collection, more feedback, a relaxed conversation atmosphere, helps you analyze whether the other party really understands what you mean.

Disadvantage: it is a waste of time, and the conversation content is easy to deviate. Just like in the process of communication, we asked a lot of open-ended questions. As a result, after talking about the problem, the invisible topic is lost, we left our original conversation goal. Be sure to pay attention to open information collection, especially to confirm that a specific information is suitable for open questions.

Advantages and risks of closed and open questions

	Advantages	Risks
Closed	Save time Control conversation content	Incomplete Information collected Tight conversation
Open	Comprehensive information collection Pleasant conversation atmosphere	A waste of time Difficult to control conversations

(2) question skills

In communication, we usually want to create a relaxed atmosphere at the beginning of communication, so when we start talking, ask an open question; when a topic is found to be abnormal, you can ask a closed question. When the other party is found to be nervous, you can ask open questions to make the atmosphere easy.

When we communicate with others, we often hear a very simple mantra "why ?" What do we feel when someone asks us why? Or believe that you have not delivered valid and correct information, or have not clearly understood what you mean, or feel that there may be some deviations in communication between you and the other party; or the communication seems to be unsuccessful. In fact, what he needs is to let you introduce in detail what you just mentioned.

Several problems that are not conducive to information collection

◇ Less about why. In the communication process, we must pay attention to, as much as possible, why, instead of using other words. For example, can you give me more details? Can you explain it more clearly? In this way, the other party will feel better. In fact, open and closed questions are used in the process of asking questions. However, we should try to avoid asking too many questions.

◇ Ask less questions with guidance. Don't you think this is wrong? Such a problem is not conducive to collecting information and will give the other party a bad impression.

◇ Multiple problems. I asked each other a lot of questions in one breath, so that they didn't know how to start. This problem is not conducive to collecting information.

3.Positive listening skills

Check whether the following situations are actively listened:

◇ When others are talking, you are thinking about your own affairs.

◇ Listen and compare them with your own views and make comments.

We say that listening is for understanding rather than commenting. Listening and listening are irrelevant. When you are in this situation, you cannot hear accurate information. When the other party is in this status, they do not have to set themselves to listen.

So what are the skills of active listening? Below are several

◇ Listen to the response. When you are listening to others, you must have some response actions. For example: "Good! I think so too "and" good !". In the process of listening, just nod your head locally. This is a kind of positive listening. It will also provide great encouragement to the other party.

◇ Prompt questions. That is, when you are not clear, you should ask questions in time;

◇ Duplicate content. After listening to a passage, you must simply repeat the content.

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

◇ Express your feelings. In the process of listening, we should develop a habit of responding to each other in a timely manner and express our feelings as "very good, so do I think so". This is a very important listening technique.

Listening is not a passive but a positive action. It not only helps you collect more and more accurate information, but also encourages and directs the other party to better express it.

 

[Case Analysis]

Wu Wei sold furniture to a customer, and the transaction went smoothly. When the customer was about to pay for the money, another salesperson talked to Wu Wei about the football match yesterday. Wu Wei spoke with his companions with relish and reached out to receive the money, unexpectedly, the customer suddenly turned around and went without buying any furniture. Wu Wei had a hard time thinking for a day and had no idea why the customer suddenly gave up on the selected furniture. At the next morning, he finally made a call to ask the customer why he suddenly changed his mind. The customer was unhappy and told him by phone: "When I paid yesterday, I talked to you about my little daughter. She just got admitted to Peking University, which is the pride of our family, but you didn't hear it at all. You only talked about football matches with your companions." Wu Wei understands that the root cause of this business failure is that he did not listen carefully to the customer to talk about his best daughter.

 

[Advice]

Listening is more important than defending.

 

Step 3: Introduce Fab principles

 

It is very important to explain your point of view to the other party, that is, whether the other party can understand and accept what we mean. When expressing opinions, there is a very important principle: the FAB principle. Fab is an English abbreviation: F is feature, is attribute, A is advantage, which translates into effect here, and B is benefit is interest. In this order, the other party can understand and accept the ideas.

For example, sell sofa.

In the order of FAB:

No Fab order used:

[Conclusion]

It is easier for the other party to understand the expression in the FAB sequence, and the impression is very deep.

 Step 4 handle objections

 

During communication, you may encounter an objection from the other party, that is, the other party does not agree with your opinion. It is very difficult for you to persuade others at work, and it is also very difficult for others to persuade you. Because adults cannot be easily persuaded by others, they can only be persuaded by themselves. Therefore, once an objection is raised during communication, the communication will break down.

When we encounter an objection in communication, we can adopt a method similar to the force-exerted method called the "judo method ". Instead of forcing the other party to persuade the other party, you use the other party's point of view to persuade the other party. After an objection occurs during communication, first understand the other party's points of view. Then, when the other party expresses a point of view that is beneficial to you, use this point of view to persuade the other party. That is, when an objection is encountered in communication, the "Judo law" should be used to convince the other party.

[Advice]

When handling objections, the attitude should be "same-minded ".

The most powerful word for solving interpersonal problems is "I understand ". In the communication process, we create an environment that allows customers to speak freely and express their opinions, show support, understanding, and positive attitudes, and respect customers' emotions and opinions, it makes him feel that talking to you is easy, pleasant, and rewarding.

Step 5 reach an agreement

 

The communication result is the final agreement. Please note: whether the communication is completed depends on whether an agreement has been reached.

When an agreement is reached, you must do the following:

◇ Thanks

Be good at discovering others' support and express thanks

Thank you for your results.

We are willing to share our work with our partners and colleagues.

Actively convey internal and external feedback

Reward partners for their outstanding work

◇ Praise

◇ Celebrate

Step 6: implement together

 

After an agreement is reached, it should be implemented together. Reaching an agreement is a result of communication. However, in our work, the results of any communication mean the beginning of a job. We should work together according to the agreement. If we have reached an agreement, but we have not implemented it according to the Agreement, then the other party will feel that you are not trustworthy, that is, you lose your trust in you. We must note that trust is the basis of communication. If you lose the trust of the other party, the next communication will become very difficult, therefore, in the process of communication, as a professional, efforts must be made to implement all agreements agreed.