外企沟通管理经典教材.ppt

Adult Ego的特征 Child Ego Adult Ego Parent Ego Rational 理智的 Informative 提供信息的 Stating 稳重的 Analyzing 有分析力的 Exploring 探索的 Inquiring 咨询的 两个人对话，九种Ego沟通的可能 Child Ego Adult Ego Parent Ego Child Ego Adult Ego Parent Ego 有效沟通: Adult to Adult “What time is it, Madame?” “请问现在几点，女士？” “On my watch it is almost half past four.” “我的表显示是差不多四点半。” C A P C A P 有效沟通: Parent to Parent A: “It seems as if the bus is late again.” A：“看起来公交又晚点了。” B: “Delays are normal nowadays.” B：“现如今，晚点很正常。” A: “Buses are always late.” A：“公交总是晚点。” B: “Yes, always. The times have changed. Nowadays things are getting worse. You don’t get what you want like in the past, in the good old times.” B：“是的，那是常事。时代不同了，如今很多事都越来越糟。你不能指望还像一切还像过去那些好时候一样。” B: ”You are right. It’s a sign of the times.” B：“你说的对，这是时代的标志。” A: “But they charge us for it, even more and more. You can be sure about that A: “但我们却要为此买单，甚至越来越多。你可以肯定这点。” C A P C A P 有效沟通: Child to Child C A P C A P “Do you wanna dance with me?” “可以和我跳支舞么？” “Yes, I am fancy doing it!” “好啊，非常乐意！” 有效沟通: Parent to Child “You haven’t enhanced your sales figures like agreed in our last goal setting session. Why don’t you simply put into practice what you learned in the Marketing seminar?” “你并没有像上次目标设定会议上确认的那样提高你的销售数字。为什么你就不能简单地将你在市场调研会上所学的东西付诸实践呢？” “I don’t know what is going on anymore. I cannot get my customers interested.“ “我也不知道是怎么回事。我抓不住客户的兴趣点。” C A P C A P 有效沟通: Child to Parent C A P “The application talk was like a stress-interview. I am still confused and feel nervous.” “申请谈话就像一场压力面试。我还是觉得困惑和紧张。” “Calm down, my friend. You need distraction. Let me invite you to a drink, and you will see, you’ll feel much better afterwards.” “镇定点，朋友。你需要分散一下注意力。走，我请你喝一杯，之后你就会觉得好多了。” C A P Ego State预期与沟通效果 C A P C A P C A P C A P Complementary Transactions Crossed Transactions Rule No. 1 A communication will continue without any problems, as long as the transactions remain complementary. 只要沟通双方自我意识一直保持对等互补，交流就可以顺畅无障碍地进行下去。 Rule No.2 When crossed transactions occur, the communicat