业务员沟通技巧及客情关系维护.pptVIP

Handling Conflicts Process Model处理冲突的程序 Underlying attitude: win-win, mutual benefit 依据态度：我赢-你赢，双方互惠 1、define the conflict situation in terms of each party’ s needs by using the listen speak rings. 通过使用听说圈，从双方的需要出发来定义发生冲突的情境。 2、generate as many solutions as possible. 找出尽可能多的解决办法。 3、choose the solution that best meet each side’s needs. 选择最可能满足双方需要的解决办法。 4、plan action items (where, what, when, who, how). 计划行动项目( 地点、内容、时间、人物、方式 )。 5、implement the plan. 实施计划。 6、monitor the results. 监测结果。 “ WIN-WIN” “ 我赢 - 你赢” 达成期望 UNDERLYING ATTITUDE:MUTUAL RESPECT DESPITE UNPOL