超级说服力沟通谈判策略与说服技巧

溝通談判策略與說服技巧

NegotiationStrategies

andPersuasionSkills

一.溝通的理念與功能1.溝通的定義“Humanmunicationistheprocessthroughwhichindividualsin

relationships,groups,organizationsandsocietiescreate,transmitanduseinformationtoorganizewiththeenvironmentandoneanother.”2.完整的溝通＝口頭＋書面/視聽/網路＋非語言3.溝通的功能：建立共識，為談判與說服做好準備二.談判的理念與功能

1.談判的定義Itisaprocessofbargaining,whichentailstwoormoreinterdependentpartieswhoperceiveipatiblegoalsandengageinthesocialinteractiontoreachamutuallysatisfactoryoue.

2.談判的目標－利益(interest)與立場(position)

3.零和遊戲(zero-sumgame)與雙贏(win-win)4.談判者與調停者的建構5.談判修辭(negotiationrhetoric)6.談判技巧(negotiationskills—strategyandtactic)

三.談判的過程－八階分析法的談判架構與策略1.準備階段(Preparing)Agoodresultofanegotiationcanbeseenasinvolvingsevenelements.Thebetterwehandleeachelement,thebettertheouewillbe:1)利益(Interests)

Whateverourdemandor“position”maybe,weandothersinvolvedinthenegotiationwouldlikeanouethatmeetsourunderlyinginterests—thethingsweneedorcareabout.

2)可能達成的協議(Options)

Byoptionswemeanpossibleagreementsorpiecesofapossibleagreement.Themoreoptionsweareabletoputonthetable,themorelikelywearetohaveonethatwillwellreconcileourinterests.

3)

最佳退路(Alternative)

Anotherchoice.

Beforewesignadeal—orturnonedown—weshouldhaveagoodideaofwhatelsewemightdo.

4)公平合理性(Legitimacy)Wedonotwanttobeunfairlytreated,nordoothers.Itwillhelptofindexternalstandardsthatwecanuseasaswordtopersuadeothersthattheyarebeingtreatedfairlyandasashieldtoprotectusfrombeingrippedoff.

5)溝通munication)

Otherthingsbeingequal,anoueisbetterifitisreachedefficiently.Thatrequiresgoodtwo-waymunicationaseachsideseekstoinfluencetheother.Wewanttothinkinadvanceaboutwhattolistenfor—andwhattosay.6)關係(Relationship) Preparationcanhelpusthinkaboutthehumaninteraction—aboutthepeopleatthetable.Weshouldhavesomeideaabouthowtobuildarelationshipthatfacilitates,ratherthanhinders,agreement.7)承諾mitment) Thosemitmentsarelikelytobebetterifwehavethoughtinadvanceaboutspecificpromisesthatwerealisticallycanexpect,ormake,duringorattheconclusionofanegotiation.

2.辯論階段(Arguing)－理智而建設性＞情緒而破壞性 威脅，承諾，既威脅又承諾 利益擺中間，立場擺兩旁3.暗示階段(Signaling)－用暗示跳開辯論多聽少說接收與修正雙方的暗示4.提議階段(Proposing)－用比較肯定的語氣和用字提議 掌握好原則，在細節上要有彈性 剛開始的讓步要小，條件要多

5.配套階段(Packaging)－用不同的變數加以組合 運用創意整合雙方的利益，製造各種配套 隨時尋找新的變數 在主議題上追求雙贏，在次議題可以零和6.

議價階段(Bargaining)－肯定的提議 所有議題一起談 每一個交換都要有代價，每一個讓步都要有條件7.結束階段(Closing)－總結式，威脅式，選擇式，讓步式，休會式8.簽署階段(Agreeing)－各種協議文件形式

四.談判實務之技巧

1.Patience(耐心). 2.Slowagony(慢性痛苦). 3.Apathy(沈著).

4.Empathy/sympathy(同理心/同情心). 5.Suddenshifts(突然轉移).

6.Faking(佯裝). 7.Walking(離開現場). 8.Faitapli(既成事實).

9.Salami(蠶食法). 10.Limits(畫地自限). 11.Deadlines(截止時間).

12.

Antagonism(敵對法).

五.說服技巧1.說服的心智源頭(TheMentalSourceofPersuasion)

A.信素(Ethos):“thedistinguishingcharacter,sentiment,moralnature,orguidingbeliefsofaperson,group,orinstitution”B.情素(Pathos):“anelementinexperienceorinartisticrepresentationevokingpityorpassion;anemotionofsympatheticpity”C.理素(Logos):“reasonthatisthecontrollingprincipleintheuniverse”--Aristotle2.當代說服的定義(AContemporaryDefinitionofPersuasion)

“Persuasionisanactivityorprocessinwhichamunicatorattemptstoinduceachangeinthebelief,attitude,orbehaviorofanotherpersonorgroupofpersonsthroughthetransmissionofamessageinacontextinwhichthepersuadeehassomedegreeoffreechoice.”--RichardM.Perloff

六.說服技巧在溝通與談判上的運用

1.interest>position

2.win-win>zero-sum

3.respectful>forceful

七.結語

參考書目1.蔡宗揚譯﹒談判技巧手冊。台北：遠流出版公司，1993年.2.譯。實質利益談判法。台北：遠流出版公司，1994年.3.Chayes,Abram&AntoniaH.Chayes.TheNewSovereigntypliancewithInternationalRegulatoryAgreements.Cambridge：HarvardUniversityPress,1995.

4.Fisher,Roger.etal.CopingwithInternationalConflicts:ASystematicApproachtoInfluenceinInternationalNegotiation.UpperSaddleRiver,NJ:PrenticeHall,1997.

5.Fisher,Roger.&Ertel,Danny.GettingReadytoNegotiate.NewYork:PenguinBooks,1995.

6.Trenholm,Sara&AuthurJ