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 | | |

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