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1、1,沟通谈判策略与说服技巧 Negotiation Strategies and Persuasion Skills,2,一. 沟通的理念与功能 1.沟通的定义 “Human communication is the process through which individuals in relationships, groups, organizations and societies create, transmit and use information to organize with the environment and one another.” 2.完整的沟通口头书面/视听/
2、网络非语言 3.沟通的功能：建立共识，为谈判与说服做好准备,3,二.谈判的理念与功能,1.谈判的定义 It is a process of bargaining, which entails two or more interdependent parties who perceive incompatible goals and engage in the social interaction to reach a mutually satisfactory outcome. 2.谈判的目标利益(interest)与立场(position) 3.零和游戏(zero-sum game)与双赢(
3、win-win) 4. 谈判者与调停者的建构 5. 谈判修辞(negotiation rhetoric) 6. 谈判技巧(negotiation skillsstrategy and tactic),4,三.谈判的过程八阶分析法的谈判架构与策略,1. 准备阶段(Preparing) A good result of a negotiation can be seen as involvingsevenelements. The better we handle each element, the better the outcome will be: 1)利益 (Interests) What
4、ever our demand or “position” may be, we and others involved in the negotiation would like an outcome that meets our underlying intereststhe things we need or care about.,5,2)可能达成的协议 (Options) By options we mean possible agreements or pieces of a possible agreement. The more options we are able to p
5、ut on the table, the more likely we are to have one that will well reconcile our interests. 3) 最佳退路 (Alternative) Another choice. Before we sign a dealor turn one downwe should have a good idea of what else we might do.,6,4)公平合理性 (Legitimacy) We do not want to be unfairly treated, nor do others. It
6、will help to find external standards that we can use as a sword to persuade others that they are being treated fairly and as a shield to protect us from being ripped off. 5)沟通 (Communication) Other things being equal, an outcome is better if it is reachedefficiently. That requires good two-way commu
7、nication as each side seeks to influence the other. We want to think in advance about what to listen forand what to say.,7,6)关系 (Relationship) Preparation can help us think about the human interactionabout the people at the table. We should have some idea about how to build a relationship that facil
8、itates, rather than hinders, agreement. 7)承诺 (Commitment) Those commitments are likely to be better if we have thought in advance about specific promises that we realistically can expect, or make, during or at the conclusion of a negotiation.,8,2.辩论阶段(Arguing) 理智而建设性情绪而破坏性 威胁，承诺，既威胁又承诺 利益摆中间，立场摆两旁 3
9、. 暗示阶段(Signaling) 用暗示跳开辩论 多听少说 接收与修正双方的暗示 4. 提议阶段(Proposing) 用比较肯定的语气和用字提议 掌握好原则，在细节上要有弹性 刚开始的让步要小，条件要多,9,5.配套阶段(Packaging) 用不同的变量加以组合 运用创意整合双方的利益，制造各种配套 随时寻找新的变量 在主议题上追求双赢，在次议题可以零和 6. 议价阶段(Bargaining) 肯定的提议 所有议题一起谈 每一个交换都要有代价，每一个让步都要有条件 7. 结束阶段(Closing) 总结式，威胁式，选择式，让步式，休会式 8. 签署阶段(Agreeing) 各种协议文件形
10、式,10,四. 谈判实务之技巧,1. Patience(耐心). 2. Slow agony(慢性痛苦). 3. Apathy(沉着). 4. Empathy/sympathy(同理心/同情心). 5. Sudden shifts(突然转移). 6. Faking(佯装). 7. Walking(离开现场). 8. Fait accompli(既成事实). 9. Salami(蚕食法). 10. Limits(画地自限). 11. Deadlines(截止时间). 12. Antagonism(敌对法).,11,五. 说服技巧,1.说服的心智源头(The Mental Source of Pe
11、rsuasion) A.信素(Ethos): “the distinguishing character, sentiment, moral nature, or guiding beliefs of a person, group, or institution” B.情素(Pathos): “an element in experience or in artistic representation evoking pity or compassion; an emotion of sympathetic pity” C.理素(Logos): “reason that is the con
12、trolling principle in the universe” -Aristotle 2.当代说服的定义(A Contemporary Definition of Persuasion) “Persuasion is an activity or process in which a communicator attempts to induce a change in the belief, attitude, or behavior of another person or group of persons through the transmission of a message
13、 in a context in which the persuadee has some degree of free choice.” -Richard M. Perloff,12,六. 说服技巧在沟通与谈判上的运用,1. interest position 2. win-win zero-sum 3.respectful forceful,13,七. 结语,参考书目 1.蔡宗扬 译谈判技巧手册。台北：远流出版公司，1993年. 2.罗竹茜 译。实质利益谈判法。台北：远流出版公司，1994年. 3.Chayes, Abram & Antonia H. Chayes.The New Sove
14、reignty：Compliance with International Regulatory Agreements. Cambridge：Harvard University Press, 1995. 4.Fisher, Roger. et al.Coping with International Conflicts: A Systematic Approach to Influence in International Negotiation. Upper Saddle River, NJ: Prentice Hall, 1997. 5. Fisher, Roger. & Ertel,
15、Danny.Getting Ready to Negotiate. New York:Penguin Books, 1995. 6. Trenholm, Sara & Authur Jensen.Interpersonal Communication.New York: Wadsworth Publishing Company, 1996. 7.Lewicki, Roy J. et al.Negotiation. . Boston: IRWIN, 2006. 8. Putnam, Linda & Michael E. Roloff. Eds.Communication and Negotiation. London: Sage Publication, Inc., 1992.,
