The first move to properly arrange the appointment agreement
—I'd like to make an appointment with Mr. Lee.
When you plan to go on a business trip overseas and pay a visit to customers, you must first inform the other party by letter. Before leaving the country, use Telex or telephone to confirm the date and purpose of the visit. If it is a temporary decision to visit, you must also arrange with the other party's secretary to tell her I''d like to make an appointment with Mr.Lee. (I think Meet with Mr. Li once.) Let the other party be prepared for your visit, will have the mood to discuss with you.
The 2nd move shows goodwill and welcome to communicating with opponents
--I will arrange everything.
If communication is initiated by you, it will provide all the convenience of your opponents and will enable the communication to begin in a friendly and harmonious atmosphere. Especially when your communicators are coming from afar, you are eager to inform him: "I will arrange everything." (I will arrange everything.) Not only does it show your sincerity, but also it enables him to avoid having to worry about accommodation, etc. In the case of trivia, concentrate on communicating with you.
The third stroke should avoid interference during communication
—No interruptions during the meeting!
If the place of communication is in your company, then ask your subordinates not to make unnecessary interference in the communication process. Because excessive interference will affect the willingness and enthusiasm of communication.
The fourth stroke complies with etiquette
--Behave yourself!
When communicating, you must still observe the usual etiquette and maintain a good attitude, which can increase people's goodwill towards you and improve your communication efficiency. In addition, sitting poorly and looking right at the opponent’s speech are enough to make people feel bad about the body and reduce the interest in negotiating with you.
The 5th move recognizes his mistakes in due course
--It''s my fault.
If you obviously make a mistake and cause greater or lesser damage to others, you are sorry to say "I'm sorry. It's my fault." (I'm sorry, it's my fault.) You usually get the forgiveness of the other person. Even if he was really upset, he could at least slightly ease his emotions. Doing irrational excuse can only add fuel to the fire and expand the incident.
The sixth move is not unreasonable
—I have a complaint to make.
Giving someone something to complain about in an angry tone is likely to be distasteful and counterproductive. The waitress made a mistake and the hotel waitress forgot to clean up your room. The delivery of the goods was not what you specified on the order. It was really annoying. But anger can't solve the problem. It's better to calm down and say “I have a complaint to make.†in tone. Then tell him what happened.
The 7th trick information must be enriched and complete
—We have a pamphlet in English.
Specific items are usually more convincing than verbal descriptions. When customers hear you say "We have a pamphlet in English." (We have an English pamphlet.) or "Please take this as a sample." , and then ask you many questions related to the product. If you usually have a comprehensive data collection, you can ask questions. This is very beneficial in business communication.
8th move to ease tension
--How about a break?
When the meeting is tedious and tense because of lengthiness, it makes no sense that a meaningless stalemate will not yield satisfactory results. If you can ask "How about a break?" without interrupting the other person, the other person will be able to readily accept it, and the tension will be resolved immediately. When you return to the conference table, you can continue to communicate with clear ideas.
9th trick to be a good master
—You can use our office equipment if necessary.
If communication is carried out in your company, besides providing a comfortable place for communicating with your opponent, you should try your best to match up with your opponent and provide him with services and equipment that will facilitate communication. For example, tell him “You can use our office equipment if necessary.†(If necessary, you can use our office equipment.) Assist opponents in the correct measurement of communication content, the result may also be extremely positive advantageous.
The 10th move asks the other party's opinion
—What is your opinion?
Everyone wants their opinions to be valued. When you communicate with others, besides saying what you think, feel free to add "What is your opinion?" or "I'd like to hear your ideas about the problem." "(I would like to hear your opinion on this issue.) Not only does the other party feel valued, but it also allows you to gradually reach an agreement because of the exchange of ideas.
The 11th move clearly states its own ideas and decisions
—I think I shall call a lawyer.
If you cannot communicate the mindfulness of the mind in the context of communication, not only will the other person be overwhelmed, but it may also cause the other person to think that you do not understand the actual situation and lose the interest in communicating with you. Imagine if you were describing to the police the occurrence of a car accident, you could not remind him of "I had the right-of-way." (I had the right of priority.) Or did not tell him "I think I should call a lawyer." (I think I should call a lawyer.) You may suffer from it. There are also many situations in which it is particularly necessary to provide detailed information, such as describing your illness to the doctor, telling the hairstylist you want, and explaining to the customer the characteristics of the product. Always pay more attention to the response of British and American people to such occasions. Your English in this area will surely greatly improve!
The 12th move to identify the crux of the problem
--What seems to be the trouble?
There is a potential cause for any conflict or misunderstanding. Why do your old customers not order your company this time? Why does the other party not meet your requirements? When this happens, you must actively explore the reasons. Ask your partner about "What seems to be the troubte?" or ask "Is there something that needs our attention?" Anything that needs our attention? Knowing the crux of the problem, there are ways to communicate.
The 13th stroke must have the sincerity of solving the problem
—Please tell me about it.
When a customer complains to you, what you should do is try to appease him. The best way is to show concern and resolve sincerity with the complaints he has made. Your "Please tell me about it" ("Please tell me about this matter.") or "I'm sorry for my error and assure you I will take great care in performing the work" I am sorry and I assure you that I will do my best to deal with this matter.) Make the other person feel that you have a sense of responsibility and will restore trust in you.
The 14th move proposes timely
--We'll send you a replacement right away.
When the damage has already been caused, promptly proposing remedies will often save the communication from stalemate and even reach a satisfactory agreement. For example, the goods you ship to the customer are indeed not marked on the order, and you can immediately promise him “We'll send you a replacement right away.†(We will send you a batch of replacement products right away. Or tell him "We can adjust the price for you if you keep the material." (If you leave this material, we can adjust the price for you.) Then, the anxiety in the customer's mind must be halved immediately and he is willing to Consider your proposal.
15th move to confirm important details at any time
—Is this waht we decided?
In a business negotiation, when the amount, delivery terms, and dates are involved, besides negotiating with the verbal reconsideration at the time of the negotiation, after the contract is prepared, it is necessary to go through the details in detail. Once you find something suspicious, you should immediately ask the other party "Is this what we decided?" (is this what we decided?) The content of the contract is really outrageous, and you should tell the other party "I'll have to return this contract to you unsigned." "(I have to return this contract to you. I can't sign it.) To protest. Any contractual issue is rather arrogant and must not be vague.
When the 16th move doesn’t understand what the other person has said, be sure to ask him to repeat
—Would you mind repeat it?
English is not our mother tongue and it is natural to understand it. Do not understand and pretend to understand that it is harmful. In fact, it's not difficult for people to repeat or clarify again. You just say "Would you mind repeat it?", I believe that the other person will not only say it again, but will even slow down. If you still don't understand it, you still have to use this old method: "Can you explain it more more?" (Can you explain more clearly?)
The 17th question asks the negotiating team to make an affirmative reply
—Is it important that ...?
It is absolutely necessary to spend a lot of thought to continuously ask the communication opponents to give an affirmative reply and finally guide him to make a definite answer to your main suggestions. It is usually a good question to communicate that the adversary is only for his own benefit. He will answer "Yes" happily. Therefore, before starting a communication occasion, you may wish to carefully think about what you want the other person to accept and what benefits it would be for him. Try "Is it important that ...?" (Is it important to you?) Or "Is it helpful if ...?" (if ... is it helpful to you?) Without his approval, it is not difficult to pass your proposal.
18th move to make proper concessions
—The best compromise we can maks is...
The most common example of mutual concessions between communicating parties is bargaining. The buyer hopes that the seller will reduce the price by 150 yuan, while the seller only wants to reduce the price by 50 yuan. After a period of bargaining, the two sides reduced the price by 100 yuan. No matter how aggressive your opponent is, you have to make a final concession: "The best compromise we can make is ..." (the best compromise we can make is ...) or "This is the lower possible price "(It's the lowest possible price.) Then it's steadfast, or you'll lose if you make too much.
No. 19 strokes do not make hasty decisions
—Please let me think it over.
In the shopping malls, seeking credit, once promised people things, to go back, it will make people have a bad impression. Therefore, it is important to think carefully before making a decision. If you are negotiating with your client about something that cannot be decided, you may wish to ask him to give you a little time, “Please let me think it over.†or “Would it be all right to give you "An answer tomorrow?" Remember, rushing underground decisions often leads to serious consequences!
The 20th trick to say "no" skills
--No, but ...
In business communication, when rejecting this refusal, you should categorically say that "No." is using "That's difficult" (that is difficult) or "Yes, but..." (good, but...) It will make the other person think that you have promised not to be enough, not to refuse in euphemism. If you say "No,but..." it is convenient and clear to know that you are rejecting, but it seems that you can also talk about it. At this time, you stand in a favorable position for communication because you have first used "No" to contain the other party.
21 strokes do not urge opponents to decide
--Stop asking "Have you decided?"
When your communication partner needs time to consider the plan, do not always urge him to "Hare you decide?" As you not only disturbed his thinking, but also may provoke him. As a result, the agreement that might have been reached may have been lost.
The 22nd stroke of silence is gold
—Silence is golden.
In the face of the other party's unacceptable proposals, silence is the most powerful answer. This kind of indifferent pressure to communicate with his opponent is far greater than pouring him cold water. In order to avoid disputes or renegotiations at the time of signing, the items agreed in the negotiations should be recorded and circulated at the end of the meeting. Therefore, every time an agreement is reached, remember to remind the other party that "Let's have the agreed items recorded." )
The twenty-third move is too bragging, enough to defeat
--Don't boast!
Negotiators often make false accusations against their opponents in order to reach an agreement. This situation is especially common when selling products to others. Customers will buy products because they listen to your bragging rights, and then cause losses. The lighter will no longer deal with you. Seriously, I am afraid you will also be cheating on your fraud and will not be able to do so! So you can give someone a guarantee 100 years. "(We can give you a one-hundred-year guarantee.) It's best to think about this type of commitment first.
The 24th move does not waste time communicating with opponents
--...then I'll drive you to the airport for your flight at 7:00.
Before the start of communication, it is best to know in advance the schedule of communicating with your opponent and try your best to cooperate. When you talked to the customer about everything, you said to him "I'll have my secretary type the contract for you to sign at once, then I'll drive you to the airport for your flight at 7:00. ( I will let my secretary immediately sign the contract for you, and then I will drive you to the airport to take a seven o'clock plane.) Presumably he will be grateful for your thoughtfulness and carefulness, so he will also adopt a cooperative attitude.
26th move to achieve the goal, immediately leave
—I'm glad to have met you, Mr. Lee.
If the agreement is reached and you are still lingering, there are two dangers: communicating with your opponent to change your mind; or you may be guilty of letting go and saying something wrong. Therefore, as soon as the negotiation was completed, I immediately ended up saying “I'm glad to have met you, Mr. Lee.†(Mr. Lee is glad to meet you.)