Small talk in business communication. Communication technique "small conversation"
I invite you to learn more about small talk technique.
This is a small conversation on a pleasant interesting topic, not related to the topic of the meeting ("big conversation")
Target: win over the client, create a favorable atmosphere for discussing issues. A small conversation should be conducted in the client's expert zone, i.e. on topics that are of interest to the client and in which he can be an expert.
Ways to start a "small conversation"
- Partner quotation(link to the words of the client, in topics of interest to him).
Example: “You said that you are fond of fishing ...” (further talking about fishing), “You were planning a vacation abroad ...” (talking about vacation).
- Informing the partner(providing information to the client on the topic of interest).
Example:
“Do you know that the fishing season will open in March this year?”, “Have you heard that a few more countries have been added to the list of visa-free countries?”.
- Positive statements(positive statements about events in the life of the client, about achievements, acquisitions).
Example: “I see that you prefer the brand of the car .., I also like it because. .", “You recently renovated the office…”.
- Interesting story(life story, anecdote, joke)
Criteria for the effectiveness of the "Small Conversation":
- he is pleasant;
- captivates;
- has;
- gives food for a new conversation.
Usually clients are happy to continue the conversation, actively involved in the discussion of the topic. The conversation is easy and relaxed.
Manager's mistakes during the "Small Conversation"
1. Interrogation(in a conversation, questions are asked in which the manager, rather than the client, is most likely an expert, or receiving monosyllabic answers, the manager continues to question the client).
Example:
“How did you relax on vacation? Where were you? Did you see (it) there ...? And (there) .... did you have time to go? Were you able to try….?”
2. "Inventory of life"(the conversation touches on different areas of the partner's life).
Example:
"What's new in your life? How is the family? When are you going on vacation?"
3. Quick transition from "small conversation" to the main topic(the manager asks one or two questions and immediately proceeds to the purpose of the visit).
Example:
"Anything new? (We plan to expand) Then I invite you to get acquainted with the new product offered by our company.
4. going into the negative(during the conversation, a gradual transition to the negative).
Example:
“How are you feeling before the holidays? (yes, not really) Where do you plan to celebrate? (at home, no money, everything is expensive everywhere).
By making these mistakes, you can provoke the client’s negativity associated with a topic in which the client is not an expert or about which he does not want to talk, cause negative emotions. This will make it difficult to move on to the main purpose of the visit.
This technique is easily mastered by all people with emotional intelligence from birth, it helps to increase ...
The “small talk” technique, which all people with emotional intelligence easily master from birth, helps to increase their communicative competence, communicate more skillfully, productively and competently.
Probably, many of you are already familiar with the next newfangled term - "emotional intelligence".
Let me briefly remind you what “emotional intelligence” is and why it is needed.
In order to become at least simple - successful in the society in which you live, and especially to lead a successful business, you need to learn to understand the feelings and emotions of the people on whom you depend - directly or indirectly.
At the same time, you need to start with yourself, and without fail.
First you need to understand: why do you yourself - sometimes cry, then laugh, then “twist the blows” to the authorities, why a fly flying past you can ruin your mood, and having understood all this, learn to control your feelings.
Then the feelings of other people will become clear and controllable to you.
That's what emotional intelligence is.
It is clear that, first of all, he is needed by a leader who does not want to be overthrown in disgrace.
Today it turned out that the efficiency of any production depends not on the "quality of steel", but on the human factor.
Up to 90% efficiency any joint activities lost on:
- “But now, in spite of this bastard boss, I won’t do anything at all,”
- “I’ll leave, but I’ll cut them at least 10 contracts, I’ll poop wherever possible,”
- “and let's survive together from the department of comrade. Zasrantseva, without being distracted by trifles like work,
- “Don’t distract me, I’m trying to find out who brought Sidorova to work and why she is being paid such a salary.”
It is clear that the boat, in which the passengers staged a stabbing, as in the last scene of Hamlet, will not ride on the waves for a long time ...
Therefore, now in the world of business, and simply people, it has become completely clear: it doesn’t matter what your IQ is. Today, something else is important - what is your EQ (EI) - that is, Emotional Intelligence!
The traditional IQ test shows how a person can operate with business information, logical rules, diagrams - shows the degree of development of analytical thinking divorced from life.
Emotional intelligence, on the contrary, shows the ability of a person:
- understand your emotions
- be able to control them and, (understanding and being able to control their emotions)
- understand and be able to control then - the emotions of others.
Well, today we will get acquainted with one wonderful technique that all people with emotional intelligence easily master from birth.
For them it may be like a song for a bird, but for most of us it is a technique that needs to be learned.
We can:
- familiarize yourself with this technique
- practice in it
- take it on board
- become an ace of this technique and teach others to use it.
To begin with, the vast majority of senior managers (or simply, directors) were surprised to find that most of their working time (which they have scheduled "by the minute"!) They are engaged in precisely - conducting "small conversations".
And they thought they were "working"...
And they thought that their brains would “swell” from the difficulties of conducting “Big Conversations” ...
And they thought that “small talk” was very “bad”.
And they thought that only secretaries, languishing from idleness in smoking rooms, do this.
Here it is - a delusion peculiar even to those who themselves unconsciously and masterfully master this technique!
Attention, Reader, I will immediately, looking ahead, introduce you to the most important conclusion, and then we will talk in detail about what it is - "small conversation".
Conclusion:
- Leading position of the highest level occupied by those people who can and are able to carry on small conversations all their working day.
- And nothing more is required of these people in this position.
- The higher the position, the more small conversations a person has and the less he “works”.
- The less you are capable of small talk, the lower your position and the more you "work".
- This selection took place and takes place "in the head" of the leadership of any bureaucratic structure, always unconsciously, it is not based on any tests, but only on human instinct: "this one is suitable for an important conversation / this one is not suitable."
- “Leading positions of the highest level” are, for example, ministers and diplomats who decide the fate of states. The pacts they signed are included in the history books.
- During the signing of these pacts, these people are busy only with "small talk" ...
So, a small talk is a casual, pleasant conversation about something that does not concern work, but is conducted during working hours.
This conversation must be:
- randomly made,
- as if passing
- insignificant
- born from nothing.
The purpose of the small talk:
- create (or restore) a favorable psychological atmosphere,
- lay the foundation for mutual sympathy and trust (or restore them).
To continue talking about the technique of small talk, I have to introduce two terms. Be sure to memorize them.
1) professional expert zone,
2) personal expert zone.
The “expert zone” of a person is that area of life in which a person is most sincerely interested and in which he:
- really is,
- sincerely wants to be
- or simply considers himself an exceptional expert and connoisseur.
Every person has these two zones.
When the conversation suddenly touches on something in which a person is an "ace", he smiles and blossoms. No one likes to feel like a fool... Everyone likes to feel like a seasoned expert...
And as the psychologist Elena Vasilievna Sidorenko figuratively puts it, “Just as the ancient Greek Antaeus regained strength when his chest touched his mother, Gaia (Earth), so does your interlocutor - he becomes stronger, barely touching his expert zone.”
So, I reveal another secret: a small conversation is not just a conversation about nonsense. Such conversations can be very "loading" ... (Have you ever been asked to "shut up" during your enthusiastic small talk?)
The ideal "small talk" of high class is the ability to talk about what is the expert zone of your interlocutor, and not your own expert zone.
Psychologists have noticed: any, even very serious confrontation is overcome thanks to a small conversation.
This is done as follows: during a difficult meeting (negotiations), where both sides take each other “by the breasts” and do not give up an inch of their vision of the problem, two or three “coffee breaks” are announced.
During these coffee breaks, "experts in small talk" enter the stage. They take under the arm those who need to be "cooled" and ... start their own business.
As a result, negotiations end in a way that is necessary for those who know how to conduct a small conversation.
If both sides are connoisseurs of small talk, then the result of the negotiations is even better - since here both sides already lose their grip on the “watchful hunter”, and become more humane, more humane, more open, “greener” ...
The decisions they make become the same - environmentally friendly and humane.
Therefore, psychologists unequivocally consider the technique of small talk to be noble.
Once again I will repeat the criteria for a correct “small conversation”.
Well-conducted small talk:
- pleasant
- fascinating,
- gives food for the next small talk.
I ask you to remember this last especially: the experts of “small talks” here are very reminiscent of writers and screenwriters who have been using the Scheherazade technique for centuries to captivate their reader-spectator.
The Scheherazade technique boils down to the formula: “And at the most interesting place, we interrupt permitted speeches. See you in the next edition."
Four Small Talk Techniques
1. Quoting what a partner once said.
2. Positive statements about life.
3. Informing the partner about what is useful to him.
4. An interesting story.
I will immediately draw your attention. In these four techniques, there are pieces of meat, and there is a sauce-gravy. You noticed?
Pieces of meat (that information that directly concerns the interests of your partner):
- Quoting what a partner once said
- Informing the partner about what is useful to him.
Gravy sauce (general context of the conversation):
- Positive affirmations about life
- Interesting story.
In the speech of the master virtuoso, all four techniques flow into one another and play with the colors of the rainbow.
Let's take a closer look at the content of these techniques and give examples:
Partner quotation
Do you remember that you need to quote exactly what your partner appreciates in himself and knows how to do? What does he love and what is he proud of?
- Remember, you told the recipe (remedy)? This has come in very handy for me recently!
- I remember that you like this and that. So in a store near my house...
- I liked the song that you had on the call so much now - I now constantly sing it to myself. What is the performer? What great music!
positive statements
Any person, even if he is a whiner and a speck-seeker in other people's eyes, is sometimes useful to put under a "positive shower", not listening to his malicious objections and attempts to bite you.
For this, within a few minutes you must bombard him short sentences O:
- undoubtedly good events in his life,
- undoubtedly good events in the life of the universe in general,
- information about changes for the better,
- information about the achievements of people a) both of you know and b) pleasant to your partner.
Here are examples of such statements:
- and in the toilet the sink was repaired,
- and hot water appeared in the cooler,
- and green suits you so well,
- and in the city they plant flower beds,
- and you have a very good haircut,
- and Masha (whom she knows personally and whom your partner sympathizes with) will go to Turkey,
- and at my mom's school, children are now given free juices.
Remember: for a "positive soul" any information will do and it should be given "in droves" - without giving time to come to your senses and start to object.
When pronouncing these phrases, in no case should you enter into disputes with a negatively minded partner on each specific statement.
Just provide your information and move on to the next one, without listening to malicious objections like: “What is there in this Turkey? I wouldn’t go to Turkey in my life, ”or“ Oh, just think, juices are free, but how much money parents pump in there. ”
Here it would be useful to play the role of a “chirping idiot”, a representative of a certain “Good News Agency”, who does not pay attention to the sour face of the listener, but simply throws out “positive” at him.
Otherwise, in your “positive soul” the following subtext will immediately appear with a smell: “Well, why are you so boring and gloomy? It’s you alone that “everything is bad”, but for me and for the rest of the world, as you can see, everything is OK. Well, you are a loser - listen at least like others, normal people rejoice in life...
Informing the partner about what he is interested in
When informing a partner, remember that the information you give must be:
- or important
- or interesting
- or pleasant for your partner.
Or all of these together:
- sales started in such and such a store,
- I found a site where...
- It turns out that scientists have confirmed that ...
Sometimes, in order to defuse the atmosphere and distract a person from aggressively thinking about their problems, the above three techniques are not enough...
And then the connoisseurs of "small conversation", who have a highly developed emotional intelligence, connect the fourth technique - the technique of "interesting story".
An interesting story is any story that is engaging, unexpected, funny, poignant, or even just plain stupid. In other words, it's a joke.
This technique is a bit like the Banana Bunch creativity technique, but is not used to activate a tired mind, but for relaxation, to comfort the partner’s emotions.
Remember interesting story it can be arbitrarily stupid and piquant, but it (like all small talk techniques) should be at least somehow interesting and understandable to your partner.
If a partner is interested in fishing, then this should be a story about fishing.
If a partner cannot stand the smell of fish, and confuses the hook with a float, then why “load” him with funny fishing stories?
By the way, according to the observations of our great Leo Tolstoy, the technique of an interesting story was owned even in the old days by those people whom he defined as “secular”.
It was the “easy-going chatter” (and in modern terms, small talk) that buzzed with a thousand spindles in the most famous political salons of that time. And this was not an "idle" class "idly" wasting time - it was a policy being carried out that redraws the map of Europe and the world.
Leo Tolstoy in his novel "War and Peace" gave perhaps the best example of how the "Interesting Story" technique is put into practice.
Genius emotional intelligence and just a secular man - Prince Ippolit (the younger Kuragin), whom Tolstoy affectionately called in the novel - an idiot, once demonstratively saved the situation in the salon of Anna Pavlovna Scherer.
The mood was spoiled by a completely non-secular person - young Pierre.
Pierre, unfamiliar with the tactics of "small conversations", behaved tactlessly and non-politically, loading with his Big Conversations the people invited to Mademoiselle Scherer's salon.
Here is how the culturologist and semiotician Vadim Rudnev writes about this:
“The core of the anecdote, its pointe (an unexpected denouement) discharges the tension that has arisen in a conversation, leading the speakers out of an awkward position or just a protracted pause.
So the joke is told special person, who is fluent in speech pragmatics, easily knows how to defuse the atmosphere.
In culture, such a hero is called a trickster (from German Trikster - a joker, a rogue). He is the mediator between gods and men, between life and death...
L.N. Tolstoy in "War and Peace" gave a detailed picture of the situation, when and why a joke is told.
At the very beginning of the novel, in a scene with Anna Pavlovna Scherer, there is an episode when Pierre Bezukhov, with his excessively smart and therefore tactless conversation, almost tore off the "spindle" of social conversation ..
And then the young Prince Ippolit Kuragin jumped out, as we would say now, a "moron", and with the words "By the way ..." he began, quite inopportunely, to tell a stupid anecdote about a lady who, instead of a footman, put a tall maid on the back of the carriage, and how because of the strong wind, her hair was disheveled, "and the whole world knew ...".
This really very stupid anecdote, however, served its purpose - defusing the tension in the conversation.
Everyone was grateful to the “jester”, Prince Hippolyte, as the courtiers, who said something inappropriately, were probably grateful in the Middle Ages, to the jesters, who smoothed out the awkwardness with a daring or absurd joke.
So, the technique of "small conversation" lies before you, we have revealed to you all its secret tricks and tricks.
We hope that you, already reading this text, have increased your communicative competence and will communicate in the future more skillfully, productively and competently.
That you will become a more secular person and you will be invited to social events.
That you will eventually work less like an ox, performing routine duties, and you will begin to spend more and more time in “solving problems”.
Because you will finally learn to speak...
Speak in such a way that flowers and pearls will fall from your lips, not snakes and toads.
We wish you all this on the condition that you, of course, want it yourself ... published . If you have any questions on this topic, ask them to specialists and readers of our project .
P.S. And remember, just by changing your consciousness - together we change the world! © econet
Remember and follow all step standards.
Ask for BC availability at the start of service, use names with BC and address Guests by name.
What greeting phrases will you use (fix them)
2. Get to know at least 2 regular guests per shift, find out their names(write down the phrase you used), preferences, purpose of visit (fill in the table)
Training “Establishing contact. Technique "Little Conversation"
Purpose of the training: practice small talk technique
Objectives of the Contact Establishment Phase:
· Attract attention.
· Be interested.
Create an environment of goodwill and trust.
Stage role: From the reception of the guest and the quality of establishing contact with him depends:
the desire of the guest to cooperate with you.
readiness of the guest to give the waiter the necessary information on the next
stage.
readiness of the guest to work only with you.
small talk - this is a conversation on an interesting and pleasant topic for the interlocutors, most often not related to the topic of sale.
The purpose of the small talk- create a favorable psychological atmosphere, lay the foundations for mutual sympathy and trust. Or - to restore emotional balance, sympathy and trust.
A small conversation should take place in the interlocutor's personal expert zone, touch on aspects of life that are pleasant or interesting to him.
Small Talk Techniques
1. Quoting a partner.
2. Positive statements.
3. Informing.
4. An interesting story.
Criteria for a good small talk:
He is pleasant;
He involves;
He disposes;
He provides food for the next small talk.
1. Partner quote:
(Example: “Last time you talked about your son’s birthday that you couldn’t choose a gift. Did you choose something?”.)
2. Positive statements:
Statement about facts that are interesting for a partner, with a positive attitude:
(Example: "Your favorite DJ is playing tonight.")
3. Informing:
Communication of information interesting and pleasant for the partner.
New information about the institution, new offers, events, structure.
4. Interesting story
Any interesting story. Anecdote, story...
Do not start a small conversation on the following topics:
Policy
Religion
Health
Thus: Small conversations are a good way to “attach” a guest, make him a regular, win over the guest as a person, which will even help to “close” one’s eyes to a defect during service
In order for the waiter to have "his" guests, he needs to listen carefully and remember what they say about things that seem to be not related to the topic of food. A small talk helps to focus on the guest and make him feel a friendly interest in himself.
1. During the shift, start small conversations with the Guests.
Record the most successful small conversations in your opinion (minimum 3 per shift)
Guest, topic of conversation, new information from or about the guest.
Name. Communication technique "Small conversation"
purpose.
Enough effective method disposition of the interlocutor, arousing his interest, anticipating further discussion of serious problems.
Many communication experts advise discussing serious issues ("big talk") with a short conversation on neutral topics that can nevertheless interest the interlocutor. Tasks that "small talk" solves:
1. Talk to the interlocutor (he may simply not be in the mood to talk to you at the moment).
2. Show that you have common interests (at least in life's little things), that in some ways your ways of thinking coincide.
3. Raise the mood of the interlocutor, set in a positive way.
4. Show that you are a person of broad views, observant, appreciate different information.
How does "small talk" happen?
Suppose you are on your way to a meeting with a business partner. From him you expect an important decision for yourself, but this decision may not take place. Entering the office, saying hello and sitting in a chair, immediately start your little entertaining informational message. Examples:
- "Imagine, I was just driving here and saw bullfinches sitting on a tree. There were ten pieces. Beautiful ones, red like apples ..."
- "Today I read in the news: they decided to reduce the value-added tax..."
- "So I thought: but I'm in your office in last time was exactly a hundred days ago. I remember you still had a vase with beautiful flowers on your table..."
Topics of this kind of "small conversations" are desirable not to be "sucked out of thin air", but to speak in detail, interestingly. You should not tell fresh jokes, because most likely your interlocutor will only grin in response and will not pick up the thread of the conversation. It is also advisable to avoid talking about politics, about painful social problems. If the communication partner is very busy or you are not familiar with him, then it is better, most likely, to immediately move on to the "big conversation".
1. Communication technique "Small conversation" [ Electronic resource] // A. Ya.. 20.12.2012..html (20.12.2012).One of the most valuable and necessary qualities intelligent
a person has always been considered the ability to conduct a conversation.
Content conversations are divided into "large" and "small".
A "big" conversation is a serious conversation about business problems. But him
it is impossible to start right away, “from the threshold”. It follows emotionally
get ready. And in this we are helped by a “small” conversation, which creates
favorable emotional atmosphere, helps to arouse sympathy and
partner's trust. 2
Small talk can be conducted in several ways.
1. Quoting a partner, that is, links to what he said about himself
before: about hobbies, family, vacation, etc.
For example:
You said that you were recently in Venice…;
I know you are great at music. Don't tell...
2. Mentions about the pleasant (positive statements) are
positive statements about pleasant events in the life of a partner and in
life in general, about the achievements of the partner and other people who are not involved in
conversation, but attractive to both interlocutors, etc.
For example:
You amazing collection coins. What is this one called?
How did you manage to master Japanese?
Mr. N bought a wonderful yacht...
3. Informing - a message to an interesting and pleasant partner
information.
For example:
I found out that people are coming to our city to shoot a film…;
In our city, your products are in demand.
4. An interesting story - fascinating, funny, original, enjoyable
narration (a funny story from life, a bike, etc.)
The criteria for a properly conducted “small” conversation are its
fascination, the ability to evoke positive emotions, pleasant
memories, arrange for further communication, and also give ground
for the next small talk.
Among the typical shortcomings can be found the following: "interrogation"
(excessive detail), imposing a conversation about the partner’s personal life,
touching on serious topics, negative messages, ignoring
partner mood.
Thus, "small" conversation is chatter about trifles, but not
chit-chat 1, because it performs the function of adjusting to a partner.
So,
1 Sidorenko E.V. training communicative competence in business interaction. - St. Petersburg: Speech, 2002.
- With. 105-110.
There are rules for small talk:
1) it deals only with topics pleasant to the interlocutor (about hobbies, funny
events, good news, etc.);
2) it does not contain serious information requiring analysis;
3) it does not cause violent emotions. 3
An important addition to the techniques of small talk is
mastering the techniques of communication management with the help of
statements.
These methods include the following.
1. "Transition".
2. "Truism".
3. "Nominalization".
4. "Reshaping".
5. "Right without the right to choose."
1. "Transition" is a system of speech means, which is a way
putting a person into a state of light trance. Words that matter
conditions (“if”, “when”, “if ..., then ...”, “and at the same time ...”, etc.), give
communication flexibility and facilitate the assimilation of information.
A mild hypnotic state is explained by the fact that when verbally
there are no pauses between sentences in the text, consciousness does not have time to control
all information and reduces its critical assessment.
2. "Truism" is a statement that is a banality, everyone
famous statement such as "All mothers love their children", "No one
we don't like being deceived."
Truisms are used to move from a particular phenomenon to
generalization. Since the truism cannot be disagreed with, it makes it easier
argumentation.
Professor A.P. Panfilova gives an interesting example: a manager who does not
who prepared the report applied the truisms as follows:
“Life changes every second (truism). The report that I
prepared for today, tomorrow will be hopelessly outdated, and therefore, I
it seems that there is no point in wasting time on it, which, as you know, is money.
Therefore, I would like to hear from you some thoughts about
profits, if, of course, they turn out to be specific. After which we
we will meet in three days, during which I will have time to make relevant amendments to
your report."
Truisms are widely used in advertising.
3. "Nominalization" is a generalized phrase that does not carry
specific meaning. To do this, verbs are replaced by nouns or
adverbs. For example: “you will understand” - “you will come to an understanding”, “you
decide" - "you will make a decision" or "it is clear that ...", "as you know ..." and
etc.
Small Talk Techniques:
- quote partner;
- mention of pleasant;
- informing;
- interesting story. 4
Nominalization helps to influence the partner's subconscious,
forcing him to fill the phrase you said with his own meaning, without requiring
additional arguments and explanations.
4. "Reframing" is that in the process of conversation
quickly rearrange the accents, changing the assessment of the partner’s state to directly
opposite.
Replacing the word "slow" with the word "slow", "small" - with
“small”, “dull” - to “low-key”, “old age” - to “elegant
age” turns a negative assessment into a positive one. For example, title
large clothing store "Big people" sounds more pleasant,
than Three Fat Men.
5. “Right without the right to choose”, like the technique described above, creates
the illusion of choice, practically excluding its possibility. For example: "You
of course, you can think about our proposal, but I'm sure that such
an art connoisseur like you will not be able to resist this purchase.” Or:
“You can involve other specialists in this project or
develop it ourselves, but we are sure that no one can do it better,
than you."
In addition to the above methods of influencing a partner, widely
questions apply. Questions are asked to:
1) emphasize the importance of the partner;
2) involve a partner in a conversation;
3) identify the needs and desires of the partner;
4) find out possible objections;
5) control the communication process.
There are the following types of questions:
1. Closed.
2. Open.
3. Alternative ("choice without choice").
4. Offensive ("counterattack").
5. Questions - "labels" (or "tailed" questions).
6. Questions - involvement (or dreams out loud).
7. Verification (for readiness for agreements).
Consider these types of questions.
1. Closed: often begin with a pronoun or verb and suggest
the answer is yes or no. Purpose: to obtain consent or confirmation.
2. Open: they suggest a detailed answer, since such a question
it is impossible to answer "yes" or "no". Often begin with the words: what, where,
when, how much. Purpose: to talk to a partner, to get information.
3. Alternative questions(or choice without choice): manipulative
a technique that is used in order to, while maintaining the illusion
freedom of choice to exclude an undesirable option. Purpose: to get
partner consent. This is a question with two answers, both
push the interlocutor in the right direction when the solution is not yet 5
accepted: “Is it more convenient for you to call in the morning or in the afternoon?”
Or: “Would you like to place an order by bank transfer or for
cash?".
4. Offensive questions ("counterattack"):
Purpose: to stimulate the partner to commit a specific action.
Client: "Will you have time to transfer the money by the end of the month?"
Seller: “If we guarantee this to you, are you ready to sign
contract now?
5. “Questions-labels” (“tailed” questions) are questions with
guaranteed “Yes”: “When selling services, trust is very important, isn’t it
whether? They force the partner to reduce critical thinking and
make objections difficult.
Purpose: to obtain confirmation or consent of the partner on obvious
benefits and ensure that they are involved in the conversation: "Isn't it?",
“Really?”, “Right?”, “Do you agree?”, “Really?”, “Don't you think?”.
Such questions are also at the heart of the “Three Yeses” method based on
that the consumer in a row, without pauses, is asked two questions-labels, on
which the client can only answer in the affirmative. They are immediately followed
(also without pauses) the third question, already on the merits of the problem under discussion.
The probability of getting a “Yes” answer to it is close to 100%.
6. Engagement questions (or dreaming out loud) are any positive questions.
about the subject of conversation that the partner would ask himself after the meeting.
Purpose: imperceptibly push the partner to the positive properties of the object,
for example: “Probably it would be interesting to visit this performance?”
7. Test questions (for readiness for agreements).
For example: “How did you like it?”, “What do you think about it?”
As a rule, skilled communicators master these techniques without even
realizing them.
Communication contact management is also provided with
help active listening. Active listening is different from
traditional topics, which allows you to get the maximum information from
partner and provides the most effective communication.
Here are the basic techniques of active listening.
Basic active listening techniques:
1) "Echo" (or quotation);
2) "Clarification";
3) "Summary" (interpretation);
4) "Logical consequence".
Reception "Echo" (quoting) - verbatim repetition of the main
positions or keywords spoken by the partner.
Example. Customer (in a toy store): "Do you have anything suitable
for boy?" Salesperson: "For a boy?" Client: "Yes, my son is 6 years old."
Salesperson (thinking): "Six years ..." Customer: "He dreams of having 6
railroad." Seller: “Railroad! Well, of course, exactly
now we have a great Railway just for your
boy!"
The "Echo" technique forces a person to formulate his thoughts more clearly, with
this makes it easier for the partner to clarify the essence of the problem, and creates a feeling
special attention from the interlocutor.
Reception "Clarification" - asking again to clarify the content:
“Could you tell me more about this?” clarification
partner's statements may precede introductory words type:
“As far as I understand you…”, “Do you think that…”.
Reception "Summary" (interpretation) - reproduction of the essence of statements
client in a compressed and generalized form. In doing so, you can use
introductory phrases, such as: "So, you are interested in ...", "The most important
selection criteria are…”.
Reception "Logical consequence" - the formulation of a logical consequence
from the statements of the interlocutor, preferably using his
terminology. For example: “Based on what you said, you
interested in….
It is also important to note that the three
main traps: bias, selectivity and abstraction.
Biased Listening Means Confidence in What You Want to Say
Human. At the same time, the attitude to what was said is determined in advance.
Selective listening: the desire to hear only what they want
hear. We hear customers through certain filters.
Distracted listening - inattentive when thinking about something else.
Let's consider the communicator's mistakes in the process of active listening.
Communicator's thoughts Reasons for these thoughts
I already understood everything. Why else about something
ask again?
Often the understanding of the essence is ahead of
paraphrasing process. But most often
this understanding is illusory.
If I ask again, client
thinks I don't understand.
The reason for these concerns is
incorrect installation, which is constantly
the questioning man looks
stupid. But really it depends
about what and how to ask.
Now he thinks I'm a bore.
I cling to every word.
These doubts are connected with the existing
representation that for business
interactions, it is important to maintain your
positive image of a person
grasping everything from a half-word, and not
really find out in the interests of the common cause,
what is the actual position
partner.
He talks such nonsense, and I still owe everything
repeat it!
Often strong emotions and categorical
evaluations come before understanding.
Naturally, our reactions do not force
to wait for ourselves… Paraphrase forces us to restrain ourselves.
Some strange conversation turns out.
Not a conversation, but a verbal constructor. Without
these tricks everything would go so smoothly,
naturally…
Lack of skill, orientation habits
on the client, adherence to habitual
stereotypes of interaction with the client.
At first, this requires a strong
tension of attention.
Thus, the management of a communicative contact involves
application:
1) techniques based on the reflex mechanism;
2) statements;
3) questions;
4) active listening.
You review the article (abstract): “ Conversation techniques» from disciplines « Corporate image: molding technologies for maximum business growth»