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iortantbusiacts.yourlleaguesandsuperiors
ehyoubecausethey
valueyounotjustforyourintelligen
aswell.
youoreandprotedfaster.yourpersonal
avaluehanyouuldever
haveexpectedbefore.peopleanhelpyouwillopen
doorsforyou,andopportuoadvancerease.
noisalluptoyou.youhavenothingtoloseand
everythingtogain.enjoybeingeone
stoappre,listensto
therespondstothekestheeeliortant
andtreasuredeha
gperson
dontyou
specialboion
thepo
oelephone
nyofusspendvastauntsoftioelephone.
orepeoplearechattering
aagihedevelopnt
oftelephonecharandraticallyincreaseyoureffectiveness
indealieiques.
step1:thefirstiression
youknoake
afirstiression.”oftenthatfirstiressionisedfacetoface
butoelephone.
nysalesprofessionalsandbusinesspeopleually
ettheircustorsinperson;theydobusinesssolelyonthe
phoheyaresuccessfulhthisteiquebecausetheydevelop
telephonepersonalitiesthateainglyandpersuasively.
129
thepo
anexperience
truestory:acustorcalledupanapplianyanda
ansvoisly,“kandb.”thecallersaid,“i
begyourpardon,”andsheagainsaid“kandb”inthesagri
totallycharesshecallerpausedandthenaskedgently,
“oing”
therehecallersaid,“youhavesuice
speakingvoice,ioing.”
stillsilence.“uldyousayitnohersilend
then,finally,“gooding.”
theeffeerwere
totallyfriendly;thereileinhervoice.thecustor
respondedbysaying,“thaterrifikyou.”the
pressionofthereceptionist,andthepanyshe
represented,gedradicallyfroerfirst“kandb”toherlast
“gooding.”
ile,andadiffere
kes.dontfet,aslebeheardainyourvoi
thephohelistenotsle,butyoust
step2:lookingforcluestohoeonespeaksand
listens
thebeginningofatelephoiongivesyouagreatopportunity
todisverhonicates.
youhertheirionis
doherbythepersonthinksaboutthingsorhowhe
orshefeelsaboutthings.psycues,systetic
cuesandheuristiccues,respectively.clues.
theheheysoundasthey
speakareatthatti.whenyou
talkandlistentootherpeople,bepreparedtosynizeh
heyareusingandrespondh
reofthesa.
thepooelephone
detailsversusetions
forexale:eoicularlyiedindiscussing
theinfortioailsofatopic,youshouldavoidtalking
aboutfeelingsaions.thereverseisalsotrue.ifthe
otherpersoobeetionallyinvolvedhthesubjectyou
arediscussing,avoidtalkingaboutpractidlogisticalthings
untilthepersongesurse.youdonttobetalkingpast
oher;youeh.
igihedishereily
erountainsandhow
peacefulitistovacationthereheuristicbasedresponseandyou
insistondiscussingthegeologyoftheregionaypeofcrops
groatiightaswellhave
justarrivedfroars
otherstalkaboutfeelingsaions;youtalkaboutfacts
andfigures.theresultdisenbers
andlogistioodaions.theresult
calaty
step3:givingpeoplethey
ifyouihispoint:itsnotabout
you.fetaboutyourself.obligetheotherperson.whenyouare
talkingtosoohephoreattheuthpieceofthephone
asthoughitistheearofthepersonyouaretalkingto.speakly
aly.caressitakeyou
saysouite,g,andpersonal.
herenoostpoohelp
youbeeregoelephone:
1.enuragetheotherpersontotalk.syourtuto
talk,dontgointoaseriesofninologues.instead,ask
questionsandlistencloselytotheansoreyoulisten,
theregyousound.
2.speakclearly,sily,anddirectly.iftheotherpersonuses
ordinarylanguageplicatedustdothe
thepo
sa.nothingcreateabarrierrerapidlythansounding
superiorbyusingtendollaranylanguage
thatcutstheotherpersonoutoftheloop.
3.listeively,becauseitstheonlyost
peoplehertalkthanlisten,especiallyonthephone.
resistthistendendheotherpersonstotalk,
folistening.
4.beapatientlistener.althoughyouybereadyhan
anstoplete
theirthoughtsandairtheirfeelingsuntilitisyourtutospeak.
5.beanactivelistener.usevodverbalaoents
andreassurancessuchas,“uhhuh,”“yes,isee,”
“,”“really,”“youdontsay,”“ofurse,”andthelike.
thesesilererkslettheotherpersonknohatyouare
fullyengaged.
6.interrupthoutoffending.interruptingbereadasa
ionofall
putdoustinterrupt,alakethe
bla.saysothinglike,“fiveforinterrupting,buti
didnttetthispoint.”
7.useshraphicexalesandstories.dryisdeadly.
syourtutospeak,createalittletheaterhyour
nts.it,gladto
bealive,sunnyday.”belorfulandpictorial.
8.neverassuneverpresu.notterhohe
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