Classic case of communication skills _ There are some unexpected things.

In practical work, a person's communication and coordination ability is very important. Being good at communication and good at communication will often make people quickly open up the situation at work and greatly improve the efficiency of the company. Below I have compiled classic cases of communication skills for your reference.

Classic case of communication skills 1 When you disagree with others, you should use your expression, patience, words and deeds to prove to him that you really care about him? Paul Douglas

Direction and Angle of Communication Communication can be divided into three directions: upward communication, downward communication and horizontal communication. We can use three organs of the human body to illustrate these three different directions: no courage to communicate upward. If you don't have the courage to meet the leader, this courage is courage; No heart to communicate. This heart is called mood, and there is no such mood; Lateral communication has no lungs. This lung is called the heart.

GM stands for general manager. He has three department managers, namely sales manager SM, production manager PM and financial manager FM. There are two people under the sales manager and two people under the production manager. Therefore, the so-called upward communication, a person has no guts to his manager. What about downward communication? The general manager dislikes the production manager. What is horizontal communication? The production manager is not as bold as the financial manager. Thus, lack of courage, heart and lungs are the three main symptoms of poor communication.

Communicate upward. Let's first look at a story that happened in America: A boy who mowed a lawn offered $5 to ask his friend to call an old lady for him. After the call was dialed, the boy's friend asked. Do you need to mow the grass?

The old lady replied:? No, I already have a lawn mower. ?

The boy's friend said again:? I'll help you pull out the weeds in the flowers. ?

The old lady replied:? My lawn mower has been finished. ?

The boy's friend said:? I'll help you cut the grass flush with the corridor. ?

The old lady replied:? I rented a lawn mower, and he did it very well. Thank you. I don't need a new lawn mower. ?

The boy's friend hung up the phone and then inexplicably asked the boy who mowed the grass: Aren't you mowing the grass at the old lady's house? Why are you calling this number?

The mowing boy said:? I just want to know what the old lady thinks of my work. ?

The moral of this story is that only by communicating with the boss or superiors often can we know our own advantages and disadvantages and our own situation.

Everyone has a superior, how to communicate with them? There are three suggestions: first, don't give the boss questions, try to give him multiple-choice questions. When something needs to be solved, don't tell the leader whether to have a meeting or not, because the leader will leave a sentence: Let's talk about it. ? This is not going to work out. So don't ask questions when talking to the boss, ask multiple-choice questions.

? What do you think of the meeting tomorrow afternoon?

? I'm not free tomorrow afternoon. I have clients.

? How about the morning after tomorrow?

? I want to make a phone call the day after tomorrow morning.

? How about the morning after tomorrow 10: 30?

? All right. After half past ten.

? Thank you. I'll remind you before going to work tomorrow. We will have a meeting the day after tomorrow 10: 30.

Second, anywhere. Here is an experience worth learning: leaders are busy, but no matter how busy they are, they have to go home from work. Some just need simple answers? what's up Or? No? Yes, you can take this method and wait for the leader in the company parking lot. Then he will definitely see you, and he will say: All right, let's get started. ?

Third, be sure to prepare the answer. There are only two consequences if the answer is not ready: the first consequence is that the leader will say in his heart, what do I want you to do? I think about all the answers; The second consequence is that the leader doesn't have a big answer, because his IQ is similar to ours. Therefore, instead of letting him think for a long time, it is better to give him an answer.

Communicate downward. Listening and communication play an important role in Kōnosuke Matsushita's management thought. He often asks his subordinates: Tell me, what do you think of this matter? He also often goes to the factory for a walk. On the one hand, it is convenient to find problems, on the other hand, it is also helpful to listen to the opinions and suggestions of workers. Welch is also a faithful executor of communication theory. In order to fully understand the situation, he likes to do this? Deep dive? . It can be seen that mastering the skills and art of communicating with subordinates is of great significance to leaders. So, what can we do to make the next communication fruitful? There are three suggestions for your reference.

First, know the situation in detail. When communicating with subordinates, if you are? Airborne troops? It is suggested to study more, know more, ask more questions and do more homework. It is important to know more about the situation. If you really don't understand, then go back and do your homework, do your homework well, and then call your men over to talk face to face, so people will be willing to listen to you. Many leaders say that the people below are disobedient. In fact, he doesn't want to hear it because you can't say anything.

Second, don't just scold. It's worthwhile to spend some tuition for subordinates to experience. Many leaders don't want to make any mistakes or let their subordinates do any experiments. It sounds safe, but in fact, he is a salesman who will never grow up.

Third, provide methods and keep an eye on the process. To communicate with subordinates, it is important to provide methods and keep an eye on the process. If you have done business, tell him how the contract was signed. If you have managed a warehouse, tell him how the inventory is wasted. If you have worked in finance, tell him why payment often goes wrong.

Horizontal communication. Refers to the communication between departments without superior-subordinate relationship. Point-to-point communication between departments often lacks sincerity, heartfelt words, service and positive cooperation consciousness. To eliminate the obstacles of horizontal communication, we should do the following: First, take the initiative to attack. As long as we actively communicate with the departments at the same level, we will naturally have a mentality of transcendence.

In the unit, the relationship between manager Wang and the leaders at the same level is very tense, which is very distressing. On this day, when he complained to his friend, his friend told him a story. Give way to three feet? Story: In ancient times, a prime minister's housekeeper wanted to build a back garden, hoping to leave a three-foot alley outside the garden, but his neighbor was a foreign domestic helper. He said that it was his territory and was firmly opposed to the construction of this driveway. The housekeeper repaired the book in Beijing at once. W was surprised to see that the housekeeper gave up the original plan after the Prime Minister replied, and insisted on seeing the Prime Minister's reply. It turned out that the prime minister wrote a poem: a letter from a thousand miles is only separated by a wall. Why not let him be three feet?

The Great Wall of Wan Li is still there today, but I haven't seen Qin Shihuang.

Deeply moved, Mr. W voluntarily gave way to the ground three feet, and the last three-foot lane became a six-foot lane.

Manager Wang is very inspired. Now, he gets along well with the leaders at the same level and his work efficiency is greatly improved.

Second, humility. In an enterprise, anyone who is more advanced than you is your predecessor. Only when a person learns humility can he easily get support from others when he needs help.

Third, understanding. A person should be considerate of others, think from his point of view, arrange time for him and find a budget for him. This is called real problem solving.

Fourth, cooperation. Everyone has to help others before they can ask others to help you. This is called offering cooperation first, and then asking others to cooperate.

Fifth, win-win situation. When communicating with parallel departments, we must win-win.

From the perspective of communication, why do some companies close down and others succeed? This is actually a communication problem.

Angle 1: general manager. Every company has a general manager, but when some general managers communicate, the people below don't know what he said. This is a failed and closed company. Some general managers communicate well and are successful companies.

When Mr. Zhang Hai was making Jianlibao, few people said that he knew nothing about drinks. In fact, he was not in industry before. Strictly speaking, he does Jianlibao mainly for financial operation. Zhang Hai may think that financial operation and asset operation can make the company swell. How many people agree or disagree with his idea? In Jianlibao, there must be many factory directors and deputy factory directors who started their own businesses, but Zhang Hai is young and can be president in his twenties, and he did a good job at first. So when Zhang Hai communicates with the people below, there are obstacles. Zhang Hai believes that to be a company is to make it bigger. But the following people always think to be stable; Zhang Hai believes that what matters is income. The following people only think about where to make money; Zhang Hai believes that as long as other companies can be merged, they will be merged. The following people think that if it is annexed, it will be lost.

By analogy, we can find that when the general manager communicates with his subordinates, there are two kinds of bad performances: first, in a meeting, the general manager always speaks first, but in fact, the general manager wants to speak later; Second, the general manager always talks a lot, but he should actually talk less. The most important thing is to draw conclusions.

Angle 2: computer. Many people think that computers can help us improve our work efficiency. In fact, computers can do addition, subtraction, multiplication, division, calculation, analysis and drawing, but computers can't make decisions, so as a general manager, don't always sit in front of your computer in your office.

Angle 3: Meet. Our company spends a lot of time in meetings every day, every month and every week.

Why does everyone like meetings so much? The result of the study is that the meeting is an addiction and not sad. This shows that the meeting is a manifestation of authority and satisfaction.

The meeting has a lot of room for improvement. Where should we start? Here are seven suggestions for your reference:

Suggestion 1: Who will attend? It is suggested that the design of the company's conference table is as follows: the shape is not important, but it is important to distinguish two kinds of people in the meeting: one must attend and sit in the circle to speak; Another kind of people can participate at will, sit in the back seat, listen or speak. The agenda of the meeting should be handed out first, which will help those who attend at will control their time. He looked at it. Well, I am very interested in this topic. ? Then he came in at that time and went out as soon as the conversation was over.

Recommendation 2: Who is responsible? Many company meetings are presided over by the general manager. As a senior executive of the company, you should listen more and talk less, and don't preside over everything.

There are three kinds of people sitting on the company meeting: the first is the chairman, who can be positioned as the vice president; The second person is an introducer and can be positioned as a manager; The third person is an observer and can be positioned as the general manager. This meeting refers to the general meeting of shareholders. If it is a small meeting, then the manager is an observer, the assistant manager is the chairman, and the director and team leader are the introducers. If it is a factory, the director is an observer, the deputy director is the chairman, and the introducer is the workshop director. In this system, the really most important person should be the introducer.

Recommendation 3: Who will control it? The above three kinds of people have their own functions. The chairman controls the order and the introducer controls the time. For example, the company has a meeting this afternoon, which lasts from 2: 30 to 4: 00, which is 90 minutes. Then you can give everyone 20 minutes, four agendas, one ***80 minutes, and another 10 minutes to give the chairman or observer a conclusion.

Recommendation 4: Who will speak first? ? Bottom up? And then what? From outside to inside? Can encourage the expression of opinions.

Recommendation 5: Who is responsible for tracking who. Our company stipulates who will convene the meeting and who will be in charge.

Recommendation 6: Who is wasting time? Why do meetings last for two or three hours at a time? If you study it carefully, you will find that someone is wasting time. Don't look at the materials at the meeting place, distribute them before the meeting, and you can discuss and vote directly as soon as you arrive at the meeting place.

Recommendation 7: Who draws a conclusion? There is no answer after a long meeting, so what's the use of holding this meeting? This is called incompetence. If there is no answer, don't hold another meeting for a month.

The above seven points are all related to the general manager. If the general manager is determined to improve the meeting, it is impossible not to improve it.

Angle 4: Advertising. There is a world famous saying in marketing: At least half of the advertisements in the world are invalid. ? Advertising may not help our business. In the final analysis, whether the information you want to convey can be felt by consumers is a communication problem.

To sum up, we can use three organs of the human body to illustrate these three different directions.

Both failed and closed companies have the same general manager, who uses computers, holds meetings and advertises. So why do some companies close down and others succeed? This is actually a communication problem.

Communication skills classic case 2 case:

For example, Xiao Wang, the property manager, received a complaint from the owner that someone put a coal stove to boil water at the corner of the stairs of his residential building, which polluted the air and affected the past traffic. Xiao Wang found the owner of the coal stove, Mr. Li, to verify the situation and asked him to abide by the owner's statute. Don't put personal items such as coal stoves in public areas for your own convenience, which will affect the overall environment. Mr. Li ignored Wang's words and still put the coal stove in the old place, so Wang went to Mr. Li's house three times in a row and earnestly asked Mr. Li to respect the rights and interests of neighboring owners, but Mr. Li was very stubborn and insisted on putting the coal stove there. Mr. Yao is unreasonable, but the problem still needs to be solved, so Xiao Wang thought of asking Mr. Li's kind cleaner Xiao Hu to come forward and communicate with Mr. Li to persuade him to take the coal stove home. Then Xiao Wang asked Mr. Li's mother to help him with his ideological work. Mr. Li is a dutiful son and stresses brotherhood. After many efforts, the problem was solved. Multi-pronged approach is a very positive communication skill, and one road is blocked. Try to start from other aspects, seek various forces to alleviate interpersonal contradictions, thus solving disputes and promoting community harmony.

A multi-pronged approach

Multi-pronged approach, that is to say, it is difficult to solve the problem by the efforts of one party or one person alone. If we gather the strength of all parties and many people, the problem will be solved. As the saying goes? One hero and three gangs? Sometimes, relying on the efforts of property management personnel can't solve disputes with owners. We need to rely on the community, industry committees, government departments and other third-party forces to work together to solve the problem. Compared with property managers and owners, the third party is more likely to look at things objectively because there is no conflict of interest, and analyzing the gains and losses of both parties' faults from a neutral perspective is conducive to solving problems fairly and justly. In the actual communication process, multi-pronged approach not only refers to the use of third-party forces, but also includes the flexible use of other forces, such as the reasonable family members of the owner's family and other property management personnel who are familiar with the owner.

Classic case 3 of communication skills: the same thing, different understanding. A few days ago, on a business trip, a customer had a pet shop in front of his company and saw a puppy in the pet shop. After some bargaining, he bought the puppy and took it home.

In the evening, I called my second sister and told her that I bought a Bomei. She was very happy and immediately asked the dog what color it was, how old it was, and was it cute? In the evening, my sister called to ask me about my recent situation. The dog barked when I answered the phone. As soon as she heard a dog barking on the phone, she asked if it was dirty and bitten. Have you been vaccinated?

The same is the understanding of a dog, but different people's reactions are really very different. Second sister likes dogs since she was a child, so when she hears dogs, she will definitely draw a picture of a cute puppy in her mind. The elder sister's reaction is to care about whether the dog will bring us any trouble, and a pair will emerge in her mind. Dirty, evil dog? The image of.

Case review:

It seems that different people have very different concepts and understandings of the same thing. The same is true in our daily conversation and communication.

When you say a sentence, you think you may have made it clear, but different audiences will have different reactions, and their understanding may vary widely, and even be interpreted as the opposite meaning. This will greatly affect the efficiency and effectiveness of our communication.

Different people have different understandings of the same thing. When we communicate, we need to know each other's feelings carefully to be really useful? Heart? To communicate.

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