主要(zhǔyào)内容提示Successfulcommunicationgetsto:成功的沟通(gōutōng)能达到:TheWin-WinSituation双赢(shuānꞬyínꞬ)的情景Don’tcriticise,judgeorcomplain不要批评(pīpíng),评判或抱怨Showhonestappreciation表现出你的诚意Talkabouttheircontribution谈论别人的贡献Usepeople’snames使用别人的姓名Smilewhenappropriate适当的时候请微笑Furtherreading:DaleCarnegie:Howtomakefriendsandinfluencepeople请参阅:DaleCarnegie:如何交友及影响他人Ifyoufeartheworst?Yougetit如果你总是(zǒnꞬshì)担心最糟糕的情况会发生?那它肯定发生Listallpossiblereasonsforsuccess.列出所有取得成功的可能原因.Convinceyourselffirst!首先说服你自己!Icancontrolmythoughts我能控制我的思想(sīxiǎng)Myfeelingscomefrommythoughts我的感觉源于我的思想(sīxiǎng)Icandecidetobehappy,pleasant...or!我能感觉快乐,高兴…或!Askfor100;youcansettlefor10要求得到(dédào)100;你可以搞定10Askfor10;you’llneverget100要求得到(dédào)10;你永远得不到100Problems,opportunitiesandchoices问题,机会和选择Allproblemscanbeseenasopportunities所有的问题会被视作机会Islifefullofproblemsoropportunities?生活(shēnghuó)中充满了问题还是机会?Thechoiceisyours选择由你来做Apositivereactionindicatesinterest正面的回应说明了顾客的兴趣Findoutmoreaboutthatinterest关于顾客的兴趣多谈一些内容After2-3positivesgoforaclose在2-3个正面回应后,争取(zhēngqǔ)缔结Mostnegativesare“smoke”大部分的负面都是烟幕Simplyignoreoracknowledge不理负面Reverttothepositive;sticktoyourgoal回到正面;坚持你的目标Ifanegativecomes3times,handleit如果负面出现三次(sāncì),正面回答Ifyoupickuponnegatives如果你截取了负面Yougetdrawnintoconflict你将陷入正面冲突Youneverreachyourobjective你永远达不到你的目标Youfeelnegative你感觉(gǎnjué)很糟糕Seekingclarification?Answer要求澄清?回答Seekingconfirmation?Answer要求确认?回答Seekingdetails?Postpone要求细节?暂缓Seekingcontrol/diversion?Getbackontrack要求控制(kòngzhì)/转移话题?回到主题拜访(bàifǎng)目标Objectives目标(mùbiāo)Focusonthepositivepicture(meatthegoal)注重积极的方面（我的目标）Avoidthedoublenegative(Iwillnotgiveup)*避免双重否定(fǒudìng)（我不会放弃）*IntegrateOBJECTIVEandVISION融合“目标”和“远景”*Givingupbecomesaself-fulfillingprophecy放弃意味着“自我实现预见”拜访(bàifǎng)目标SMARTSpecific:donotmixwithothergoals明确：不和其他目标混淆Measurable:soyouknowifyoumadeit可衡量(héngliáng)：明白自己是否已达到目标Ambitiousandagreed:tomotivateyou有雄心并且相信：鼓励自己Realistic:toavoiddemotivation现实：避免灰心Trackable:tom