Example3中山大学商务沟通名师精编资料汇编.pdfVIP

Example 1 Suppose you ’ve been having trouble with your eyes and you decide to go to an optometrist (验光师，配镜师 )for help. After briefly listening to your complaint, he takes off his glasses and hands them to you. “Put these on,” he says. “ve worn thisI ’ pair of glassesfor ten years now and they ’ve really helped me. I have an extra pair at home; you can wear these.” So you put them on, but it only makes the problem worse. “This is terrible! ” you exclaim. “I can’t see a thing!” Well,“ what ’s wrong? ”he asks. “They work great for me. Try harder.” “I’m trying, ” you insist. “Everything is a blur.” Are“ you ungrateful! ”he chides. And“ after all I ’ve done to help you!” Example 2 美国著名企业家玫琳凯曾因男 同事的歧视而备受困扰，在第一次参 加优秀人员颁奖大会时，她激动起来 并立志成为“销售女王” 。受到大会 鼓舞，她走到总裁弗兰克面前，告诉 他她要成为最好的销售代表，弗兰克 的回答出乎意料， “他抓住我的手，紧紧握住几分钟， 然后坚定地看着我的双眼，说‘你知 道，我认为你可以。 ’”据玫琳凯自己 说，弗兰克的话改变了她的一生。 I just said to the man, let me see if I“ really understand what your position is and what your concerns about my recommendations really are. When you feel I understand them, then we ’ll see whether my proposal has any relevance or not. I really tried to put myself in his shoes. I tried to verbalize his needs and concerns, and he began to open up. The more I sensed and expressed the things he was worried about, the results he anticipated, t