Communication and Coordination Psychology

Communication and Coordination Psychology



----Expert Lan Jie’s golden courses



Jean Lan in 2017

[Course lecturer]: Lan Jie

[Course duration]: 2 days complete version; 1 day essence version

[Course purpose]:

Use the other party’s mentality analysis and communication technique

practice method to make employees establish correct communication and

coordination method, effectively improving work quality.

[Course objective]:

1. Know about communication psychology, analyze the other party’s

psychology;



2. Cultivate coordination skills, learn to create a harmonious

communication atmosphere;



3. Command the method to communicate with colleagues, clients and superiors

and inferiors;



4. Learn to deal with complaints, increase the ability to deal with crisis.





Chapter I



I. COORDINATION IS SENIOR PSYCHOLOGICAL GAME

The dialogue true essence of coordination

1. It is not information communication but emotion communication;

2. To be good at using hint to conduct dialogue



Chapter II



一、沟通心理提高

1. Cup effect

2. To be good at raising questions from the other party’s angle

3. Double hint, there will be no “NOs”!

4. Mirror image effect

5. Primacy effect-to win

II. Coordination skills of communication psychology

1. Question inducing method: lock the other party’s needs

Listening skill: understand the other party’s voiceover

Open question: induce the other party to speak more

Closeness question: lock the other party’s needs



2. Four-step inducing method: induce the other party to make a conclusion

himself

Clarify: when you do not know the other party’s meaning

Repetition: when you know the other party’s meaning

Expound: expound the topic to another point

Generalize: make conclusions and generalize with the other party



3. Solve the problem

When you are talking with the other party, learn to induce the other party

and persuade the other party with “questions” instead of simple persuasion.



III. Read the customers’ needs from their body language

1. Body

Bent forward;

Smile;

Arm contact;

finger pointing;

Two hands are holding tightly;

nod;

eye contact

limb psychology

2. Face:

Wrinkle up the nose

Eyesight (left or right, upward, avoiding, looking directly)

eyebrow

lip

3. limbs

The spire of the right

The thumb leaks out

on one’s side navel

lean backward, cross one’s legs

The fingers fumble the nose; throw the two hands in one’s pants

The palm fumbles the face

Fold one’s two hands on one’s chest

4. Daily:

Press the stairs, play the mobile phone frequently

Few speech, few interaction, behave with sounds



IV. An analysis of the consumers’ purchasing psychology mode

Be afraid of losing autonomous right (seizure)

Do not trust the seller (seizure)

Make oneself prominent, fix one’s desire (seizure)

I am the first party, I will appraise according to the price (seizure)

Group psychology, fear failure (seizure)

V. An analysis of the agonistic psychology

The agonistic psychology of people who stress autonomous right

Eliminate the precautions, starting from the other party’s benefit

Use “but” skillfuly

Detour the needs, avoid talking about the product, talk about the solution

Home field advantage: (lion VS shark) if there are risks, why do you

proceed without hesitation?

Rehearsal game

VI. Communication psychology-building up the image

correlation and comparison

Make the other party feel good

Use “deeply attracted and attached to each other” skillfully

Speech speed authority

Stair effect

Positive attitude

VII. Communication psychology--drive

1. Total number

2. Time limit

3. Habit

4. Expectation

5. Information

Wild animal trainer: a benefit a time

Music, color and speech speed influence

Example of inertia principle

Case



Chapter III



ACTIVE COORDINATION

A. Skill of deliberating the consumers’ purchase needs

B. Question skill of digging the other party’s needs

I. Raise a question directly

II. Ask a question

III. Ask by hinting

Example:

IV. Solutive question

Example:



V. Seven methods of transforming counterview into opportunities

Method I: eliminating doubts and misunderstandings

[Verbal trick]

Method II: concession

[Verbal trick]

Method III: supplement inferior with superior

[Verbal trick]

Method IV: combine the opinions

Method V: ask for advice from the other party

Method VI: advantage comparison

Method VII: transform advice



VI. Seven methods of facilitating transactions

Select one from two

The next step method

Minor reason method

Direct questioning method

Conformity bargaining method

Time limit bargaining method

Provocation bargaining method



VII. The coordinator’s mind state

What is compared is stickability

When refusal comes



learn to bargain for condition

Do not lose to your laxness and laziness



Chapter IV



PRACTICAL MANOEUVRE



|Manoeuvre I | |Manoeuvre ii | |Manoeuvre III |

|[pic] | |[pic] | |[pic] |

|Product recommendation | | | |Cross-department |

| | |Communication between | |colleague communication|

| | |inferior and superior | | |