Hello everyone, I'm Snow Hide, as one of "the left ear listening to the wind," the participants of this column, which is the 55th day of my punch, but also my 74th this operation.
Today I review the column in an article called "efficient communication: the art of good talk," the article.
Keywords Summary: communicate with employees (one meetings (working status, personal development, company organization, Leader himself), performance communication, maverick employee, former employee retention, discouraging employees), communicate with customers (to attract customers interest, to help customers identify problems (in conjunction with the customer's pain points, can be done to try to understand, in depth detail, to understand the details will have more accurate information, be careful X / Y problem, find the problem X), managing customer expectations (to adhere to the principle)), to communicate with the boss (know your boss, to win the trust of the boss, the boss's management expectations, non-violent "hate" the old version).
The study summary:
Communication with employees
- How one on one meeting;
- When poor employee performance, how to communicate;
- How to "get" maverick employees;
- How to retain former employees;
- How discouraging employees.
One meetings
When one meetings, managers need to do it is to listen to, rather than "chatter" to education.
Working condition
Understand the details of the impact of state employees, a staff counseling, motivation and optimization, and with employees working for the past few weeks to make a summary of gains and losses, together with progress.
personal development
Understand employee interests, hobbies, good at doing things, as well as shortcomings and deficiencies, combined with the company's target and actual project needs, creating more challenging work for the staff, the staff grow better.
Company Organization
Do employees understand the company's goals and direction recognition, which may be some misunderstanding, or disunity of opinion, need to understand that with employees.
Leader himself
Employees can ask yourself some advice, or ask him to talk about how he thought it would be better to do. This link is very important for managers is a good reflection and learning process.
Performance Communication
- Communication must be placed in peacetime, not to engage in imaging the usual suspects, like! Because you are the administrator, not the landlord supervisor;
- But note that the feedback process, the accused is not in my staff, but I'm helping people. We must have a helping attitude, so that employees will be more receptive.
Maverick staff
For man of great ability, there are two ways:
- Its ability to help members find a match, or worse than that of people;
- Let it do some relatively independent and challenging thing. Microsoft and other companies have called IC - Individual Contributor career, is in charge of these people.
When you spend in a person time and energy costs, is greater than the outside you find a better person or a considerable ability of someone to replace him, you have to firmly put him replaced.
Retain former employees
- You must first know the reason for leaving;
- No business, in friendship;
- Since I can not retain down at this time, then look to the future, life is long, the opportunity to work together as well.
Discouraging employees
- Everyone should have the opportunity to correct the error, the company should be given the opportunity employees, employees should give the company the same opportunity.
Communication with customers
Attract customer interest
Do your homework, understand the customer's pain point or KPI is the first step to communicate with customers, is the most critical step, not only can cause each other's interests, but also to determine the content of communication when they meet. Art of War goes: to know ourselves only know yourself.
To help customers identify problems
Combined with the customer's pain points, you can be done to try to understand
This not only allows us to more in-depth and comprehensive understanding of customer pain points, and help us to bypass many users have been stepped on mine when thinking solutions.
Without going into details to understand the details will have more accurate information
Understand your customers listen to say, confirmed him your understanding is accurate, then gradually running, and finally reach a consensus. The more accurate information you solve problems behind the premise and foundation.
Carefully X / Y problem, find the X problem
X is a real problem to be solved, Y means the problem is. Only you really understand the question X, in order to truly understand the starting point behind the issue.
Be sure to analyze the nature of the reasons behind customer issues, to help customers solve the problem fundamentally.
Manage customer expectations
Never say with customers, to conditionally said, tell customers have different expectations and different pay different costs. Do not help customers make decisions, but rather to provide customers with as many options to allow customers to make a decision.
To adhere to the principle of
Bargaining is one of the reasons the world can operate, to learn to use.
- You must give customers the right to choose, never say no, to say that conditionally;
- To give the desired decreased while the other compensation;
- Desired to improve more, while the additional condition;
- For larger step by step to achieve the desired customer expectations;
- Do not help customers make decisions, but rather to provide customers with as many options, and then guide the customer to make a decision.
Communication with the boss
Know your boss
Listen to the boss than you expect there will be some discovery, you have to understand the difficulties behind the old version, that is the most important.
To win the trust of the boss
When you have the ability, the boss will give you a chance, you have the ability and opportunity, you will have more opportunities. These opportunities allow you to have more experience to enhance their abilities, thus forming a positive cycle, your boss will trust you more and more, you can get the real boss and equal rights.
Management boss's expectations
You see, if no one is the boss, he will achieve nothing, so he usually is sensible. As long as you pay attention to ways and means of expression, facts and reason, no problem attitude; as long as you expand things from different angles, weigh the pros and cons, and the use of such high-dimensional empathy and communication, so that you can stand the boss the position of these issues to think clearly, you will be able to fight to get what you want.
Non-violent "hate" the old version
Silence is golden, is the last method I have given today. It should be used when? let me introduce. At work there are differences of opinion with the boss is inevitable. But there are some times you obviously feel the boss offers you a view from the various dimensions in terms of very good program, but the boss still says it does not work, two months too long, give you a maximum of one and a half months time. This time is not the best way to anger red crown, nor is it directly Say No, but silence does not speak, keep our noses.
Finally
Re summed up the contents mentioned in the text: communication with employees, communicate with customers, communicate with the boss.
