Congratulations and sympathy skills in visiting.
Life has colorful sunshine and bitter wind and rain. Congratulations on the happy event and condolences on the sad event. Congratulations or condolences, you can't ignore the environment and talk nonsense. Otherwise, instead of working, it will only make the other person sad. To get what you want, you must master the language skills of congratulations and condolences.
Congratulations is to congratulate others. Whenever relatives and friends make progress in their work and life, or coincide with festivals and celebrations, giving them warm and affectionate words will make each other feel more comfortable and the relationship between the two sides will be closer.
There are various ways to congratulate. Oral congratulations, letter congratulations, gift congratulations, etc. Has its own specific scope of application. In most cases, you can also use several methods at the same time.
The timing of congratulations also needs to be carefully chosen. For business people, when relatives and friends get married, have children, move, win prizes, get promoted, celebrate birthdays, etc. You should tell them in time and be happy for each other. Otherwise, there is suspicion of alienating the relationship between the two sides, dissatisfaction or jealousy. Speaking of festivals, we should also congratulate our friends and relatives out of courtesy. We should also congratulate the opening, store expansion and anniversary. "
Generally speaking, oral congratulations are the most commonly used form of congratulations for business people. Oral congratulations should be concise, warm, friendly and full of emotion, and at the same time distinguish the objects to avoid the taboos of the other party.
Usually, oral congratulations are expressed in some established language. For example, "Congratulations" and "I'm so happy for you" are commonly used congratulations. Everyone is familiar with auspicious words such as "successful career", "progress in study", "smooth work", "smooth sailing", "good health", "happy mood", "peace at home" and "congratulations on getting rich".
Different people, different times, the choice of congratulations should be different. When congratulating colleagues on opening a business, they are all auspicious congratulations, such as "thriving business", "remarkable achievements", "rapid development", "prosperous business" and "abundant financial resources"
When congratulating birthday, besides "Happy Birthday" can be widely used, "Longevity is better than the South Mountain, and happiness is like the East Sea", which is the favorite greeting of the old birthday star, is not suitable for young people, especially children.
For newlyweds, using greetings such as "Forever", "Qi Fei", "Grow old together", "A hundred years of harmony", "Respect and love each other" and "Give birth early" can make them intoxicated with happiness and longing.
Some words mean well, but they may be taboo for some people, so avoid them. For example, Hong Kong people don't like to hear people wish him "happiness"-they love to win "lip service", so they often hear that "happiness" is pronounced as "falling off". Isn't this unlucky?
If you know that a young lady is ignorant and it is difficult to make significant progress in her career, then you should not use "successful career", so as not to let others change "the place where petals flow like tears" into "a happy life", which may make her happy.
If timely and appropriate congratulations can enhance friendship, then an appropriate condolence can also convey care, consideration and love to the other party in time, and warm the lonely and sad heart of the other party like "timely help".
Comfort is to give comfort and greetings to others when they encounter major changes, such as illness, lovelorn, bankruptcy, market development failure, etc. And extremely painful and sad, in order to stabilize their emotions and alleviate their grief. When appropriate, you can also give each other some support and encouragement.
Comfort, first of all, should be "bitterness and * * *". Whether it is expression, action or language, we should sincerely show sympathy and considerate care for the mourners.
For example, when expressing condolences to the relatives of the deceased, visiting the sick and comforting the lovelorn, the expression should be dignified, the tone should be deep and soothing, and the language should be full of care and sympathy. If you talk and laugh, your tone is sharp and oily, and your language is arbitrary and frivolous, it will give people a feeling of gloating that "the other side's sad days are when we are happy." Of course, it is not appropriate to go too far and show too much. It is also improper to show "cold and desolate" and "people cry first and then speak" when they meet for the first time, which makes mourners cry and worsen their mood.
Secondly, the focus of condolences is care, consideration and guidance.
For those who have difficulties in life, you can ask them specific questions and give them help as much as you can. For those who are frustrated in their work, we should encourage them to "have a bright future and tortuous roads" and "heroes have suffered more since ancient times and are not too handsome", and support them to make persistent efforts and catch up.
For a lovelorn person, you can "look around and talk about him", don't say it, especially it is not appropriate to comment on the original "he" or "she" of the other party. You can also comfort them "There are plenty of fish in the sea" or "Why don't men have wives?"
For decadent people, you can be more motivated. Tell me, "Too much resentment prevents heartbroken, and the scenery is appropriate." "People always have a little spirit".
Finally, the words of condolence should be chosen properly. Don't taunt and blame each other. How to say: "This kind of thing happened to me at the beginning, and I didn't", "You see, what I said before,' I didn't listen to good people, and I suffered in the front'" is very inappropriate.
For example, a young lady's "secret love" for a certain gentleman has a bleak future. When expressing her condolences to the former, don't make comments and encourage her "success lies in her last persistence".
It is necessary to communicate with the mourners. But there is no need to get to the bottom of each other's "sad past." If people don't talk about it, they shouldn't "ask" again and again, which will force them to "take it out of their chests quickly".
In short, congratulations and condolences during the visit should be differentiated from occasions, adapted to the environment, and made good use of auspicious words, which will receive good results.
Compliment and gratitude skills in visiting.
What kind of people are most likable? People who know how to praise others are the most pleasing.
What kind of people are the most polite? After getting help from others, people who know how to express their gratitude in time are the most polite.
Praise and gratitude have certain skills. If you don't follow it, it will not only appear hypocritical, but also fail to express your meaning, leading to misunderstanding.
For example, praise others: "This dress you are wearing today. Much better than the clothes you wore the day before yesterday "or" that photo you took last year, you look so young "are typical examples of improper praise. The former may be interpreted as accusing the other party that "the dress you wore the day before yesterday" is too bad to put on clothes, while the latter may be interpreted as implying to the other party that you are getting old so fast! You don't look young at all now. Praise others, you should feel it, be sincere and to the point, which is different from flattery.
The first rule of praising others is to seek truth from facts. Don't be insincere and put a high hat on others. It is ok to praise a woman under 40 for "looking really young", but it is false to compliment an 80-year-old woman with this. Without sincerity, praise is meaningless.
A western scholar said: Only when you face a really beautiful girl can you praise her as "beautiful". In the face of a plain-looking girl, it is appropriate to praise her for her "good temperament" As for compliments such as "very cultured", they can be used to tell girls who are really full of praise for their looks.
Although his words are a bit straightforward, he speaks the second principle of praising others: needs vary from person to person. Men like to be praised for their humor and elegance. Ladies are eager to be praised for being young and beautiful. Old people like others to appreciate their rich knowledge and good health care. Children like to be praised for being smart and sensible. Properly express the admiration that others are eager to get. "Very suitable, very good." This "understanding" is the most popular.
The third principle of praising others is to speak naturally, without showing any trace, without sounding too blunt, and without "sameness".
In front of a gentleman's wife, suddenly saying "you are very cultured" to the latter will make people confused. But if you clearly know that this gentleman's tie is "handmade" by his wife, then praise him again: "A gentleman, this tie of yours is great!" That will produce a completely different "income".
Individuals are willing to praise the opposite sex, but it is difficult to speak when facing the same sex. It is difficult for such people to have intimate friends.
Finally, it needs to be pointed out that in interpersonal communication, don't "sell melons and boast". We should praise ourselves less and others more. In addition to the self-evaluation that must be carried out, it is extremely irrational to praise yourself and believe that you are always right.
Thank you, but also a compliment!
When necessary, expressing necessary gratitude to others for their care, support and help is not only a proper education for a person, but also the most direct affirmation of the other party's "contribution" to himself. If used properly, it can show kindness to others, rather than ingratitude and kick down the ladder. In the future bilateral exchanges, it will win better returns.
When praised by others, say "thank you". This is both polite and confident. When others boast of their beautiful clothes and fluent English, it is most appropriate to say "thank you". On the other hand, if you answer "nonsense", "not so good", "where where", "who said that" and "don't do this", it will be dwarfed. Don't forget to thank you when you receive gifts and hospitality. After getting the concern of leaders, colleagues, friends and neighbors, you must also say "thank you" in person. When you get help from strangers in business, you should express your gratitude immediately. In practice, there are certain rules to follow in thanking others.
In terms of ways and means, there are oral thanks and written thanks. Generally speaking, it is best to thank you orally in person. It is also effective to write a letter to express gratitude, such as receiving a gift and doing it after dinner. Calling to thank you is more timely and less easily disturbed. Thank you, unless your family comes forward, the effect will be even worse. Thanks to others, there are occasions to consider. Some social thanks can be expressed in public, but if you want to look serious, you'd better "come here specially" and express this idea without others present. When expressing gratitude, the title of the thanked person is usually added. For example, "Miss Ma, I've come to say' thank you'." Thank you, Mr Xu. The more so, the more formal it becomes. To express gratitude, it is sometimes necessary to mention the reasons for gratitude by the way. For example, "Mr. Yi, thank you for helping with the advertisement last time", so as not to make the other person feel empty or "at a loss".
The most important thing to express gratitude is sincerity. In order for the thanked human body to realize this, it must be serious, sincere and generous. Speak clearly and directly, without even saying "thank you". Expressions should also match:
Look into each other's eyes and smile. When necessary, you must also shake hands with each other. If you thank many people, you can say "thank you all" in general, or you can say "thank you" alone. Everyone has something to praise, and everyone sometimes accepts help from others. If you deserve praise, don't be stingy with your praise, and don't forget to express your heartfelt words when you accept help. As long as it is sincere and pertinent, no matter praise or thanks, it can express deep friendship and make people feel warm.
Talking skills in business visits
Business society can't live without sales. There are five steps in sales: preparation in advance, contact, demand discovery, product introduction and display, and conclusion of business relationship. It's all based on one visit. Therefore, as a professional marketer, it is an important weight for breaking through customer relationship and improving sales performance to establish and successfully apply his own professional visiting methods. There are two kinds of business calls: unfamiliar calls and secondary calls.
(1) Strange visits-let customers talk more.
Marketer's own role: just a student and audience; Customer's role: mentor.
Preparation: knowledge about the company and industry, product knowledge of the company and other companies, relevant information about this customer, the company's sales policy, a wide range of knowledge, rich topics, business cards, phone books.
Visit process:
1 Say hello. Greet customers in a friendly tone before they speak, such as "Good morning, Manager Wang!"
② Introduce yourself. State the company name and your own name, and hand in your business card. After exchanging business cards with customers, thank them for taking the time to see themselves, such as: "Here is my business card, thank you for taking the time to let me see you!" "
3 create an atmosphere. Create a good atmosphere, close the distance between us, and relieve customers' nervousness about strangers' visits, such as: "Manager Wang, I was introduced by Zhang from your department. I heard him say that you are an easy-going leader. "
④ The structure of the opening remarks. Put forward the agenda; State the value of the agenda and time agreement to the customer and ask if it is accepted. For example, "Manager Wang, today I'm going to learn about your company's demand for XXX products. Knowing your definite plans and needs, I can provide you with more convenient services. Our conversation only takes about five minutes. Do you think so? "
⑤ Clever use of inquiry to make customers talk;
A. design the problem funnel. It is the most basic sales skill for marketers to explore the real purpose of customer needs by asking customers. When asking customers, the questions should be gradually explored from wide to narrow. For example, "Manager Wang, can you tell us about your company's overall merchandise sales trend and situation this year?" . "What are the key needs of your company?" . "Can you tell us your demand for XXX products?"
B. use extended query method and limited query method. The use of extended inquiry method can let the customer play freely, let him talk more and let us know more; By using the limited inquiry method, customers will never deviate from the topic and limit the direction in which customers answer questions. For example, "Manager Wang, how is your company's product demand plan submitted for approval?" This is an expanded inquiry method, and "Manager Wang, do some supply plans we submitted need your approval before they can be implemented in the following departments?" This is a typical limited inquiry method. Marketers should never use closed topic-based questions instead of customers' answers to terminate the conversation, such as "Manager Wang, do you sell about 60 thousand yuan of products every month?"
C. summarize and confirm the main points that customers talk about. According to the main points recorded during the meeting, make a simple summary of what the customer said to ensure clarity and completeness, and get the unanimous consent of the customer. For example, "Manager Wang, I should make an appointment with you today. I'm glad to hear so much valuable information from you. Thank you very much What you said today is about ... and about ... that's it? "
6. At the end of the visit. At the end of the first visit, the marketing staff should reconfirm whether the main purpose of this visit has been achieved, then describe the purpose of the next visit to the customer and agree on the time of the next visit. For example, "Manager Wang, thank you for giving me so much valuable information for so long today. According to what you said today, I'll go back and make a supply plan and report back to you. I will show you the plan next Tuesday morning. Do you think so? "
(2) the second visit-to meet customer needs
The role of marketers: expert solution providers or problem solvers; Let customers play this role: an industry authority that is constantly selected and recognized. Preparatory work: sort out the relevant information provided by the customer last time, formulate a complete solution or response plan, and master the company's product knowledge, relevant product information, business cards and telephone books.
Visit process:
① Telephone appointment and confirmation in advance. Such as: "Hello, Manager Wang! This is Zhou Xiao from XX Company. We had a good talk last time, and we agreed that I would bring you a supply plan this morning. I'll be in your office at nine o'clock sharp. Are you all right? "
(2) Say hello at the door. When I saw the customer for the second time, I still greeted the customer warmly, and the old acquaintance only spoke, for example, "Good morning, Manager Wang!" " "
③ Create an atmosphere again. Once again, create a good atmosphere for the talks, bring each other closer, and make customers happy with your visit. For example, "Manager Wang, there is a new landscape painting in your office today. It's beautiful! "
④ The structure of the opening remarks. Make sure you understand the customer's needs, introduce the important features of the company's products or solutions and the benefits they bring to him, and ask if you accept them. For example, "Manager Wang, the last time you talked about ordering XXX products, you encountered several problems. They are … This time we made a plan and scheme according to the problems you talked about. The advantage of this scheme is ... Do you think you can solve the problems you encounter through this scheme? I'll give you a short report now, which will take about fifteen minutes. Do you think so? "
⑤ Introduce the features and functions of the product, the advantages of these functions and the benefits brought by these advantages. Before the introduction, it is necessary to analyze the proportion of customer demand, sort the sales priorities of products, and then introduce them. In the introduction, we should simply state the characteristics and functions of the product, avoid using difficult terms, and summarize the advantages that are beneficial to customers by citing their advantages and general interests acceptable to customers. Here, marketers should remember that customers always buy because the products and services you provide can bring them benefits, not because they are interested in your products and services.
⑥ Introduce the solution and product features. The process is as follows:
A. According to the customer's information, confirm every customer's demand;
B. summarize how to meet these needs of customers;
C. introduce several key features of each solution and product;
D. Get the customer's consent on the functions brought by each solution and product, which will definitely meet his needs;
E. summary.
All landowners in the face of customer questions, make good use of addition, subtraction, multiplication and division:
A. When customers raise objections, we should seek common ground while reserving differences by subtraction;
B. When summing up in front of the customer, add up the content that the customer has not fully recognized;
C. When customers "bargain", the division of labor should be used to emphasize the unit profit left by products to customers;
D. When marketers do their own cost analysis, they should use multiplication to figure out how much room to leave for themselves.
⑧ Require commitment and conclude business relationship:
A. re-examine the interests of customers;
B. put forward the next step plan;
C. ask if you accept it.
After completing the above three procedures, marketers should describe the prospect of buying products or services for customers, and finally stimulate customers' desire to buy. Once you capture the following information inadvertently sent by customers: facial expressions-frequent nodding, focused gaze, abnormal changes; Body language-lean forward, from a closed sitting position to an open sitting position, and take notes; Tone and words-this idea is not bad, and so on, your business trip successfully found a "host" who can pay for you!
Whether it is a strange visit or a second visit, selling products is the real purpose. As long as you master the skills of visiting and let customers speak freely, your plan is not far away.
Language skills of visiting patients
Relatives and friends are ill in hospital, and it is inevitable that someone will visit the hospital. Whether the words used in visiting patients are appropriate or not will have a great influence on patients' psychology and emotions. If the visitor's language is used properly, the patient can be refreshed, and then actively cooperate with the treatment, which is conducive to restoring health. It is a "good medicine" to soothe patients' hearts. If the visitor's words are inappropriate, it may cause considerable psychological pressure on the patient and affect the treatment effect. So, what should I say when I visit my sick relatives and friends?
(1) Use comforting language
The visitor's comfort to the patient's illness is refreshing. At this time, the power of comforting language is more important than ever. For example, a patient has gallbladder disease for the first time. Because of the unbearable pain at the time of onset and the lack of diagnosis at the moment, he panicked and shouted. At this time, a colleague of the patient came to visit when he heard the news, comforting him and saying, "Please calm down, the doctor is preparing to do a B-ultrasound examination for you. Don't worry, there will be no serious illness in this part. A relative of mine had similar symptoms to yours. After investigation, it was found that it was only cholecystitis and it was well treated. " A word of comfort seemed to be a panacea, and the patient's mood soon stabilized.
(2) Use encouraging language
When some patients lose confidence in the treatment of their own diseases, if they are given sincere and objective encouragement in time, they can have a "resurrection" effect. A young construction worker accidentally fell down while working at high altitude and was in a coma. After the patient woke up in the hospital, he felt that his lower limbs were out of control, suspected that he would be permanently disabled and had suicidal thoughts. A friend of the patient found this symptom and encouraged him in time: "You are young and strong, with vigorous physiological functions and vigorous metabolism. As long as you actively cooperate with the treatment and strengthen exercise in the future, you will definitely not be disabled. This is what the doctor said. Please believe me! " Just a few words of encouragement made the patient give up the idea of suicide and enhanced the confidence of treatment. In the later days, the patient not only actively cooperated with the treatment, but also resolutely devoted himself to the recovery exercise of physiological functions, and was discharged a few months later. Later, he said to his friend, "If you hadn't encouraged me in time, I wouldn't have confidence in my recovery anyway."
(3) Use persuasive language
In the process of treatment, some patients often panic because of the pain of surgery or suspected danger, and then refuse treatment. In the face of patients' psychological barriers, people should actively do some persuasion work when they see a doctor. In particular, some persuasive languages with examples are more convincing and have the best effect. There was once an elderly patient with early gastric cancer who refused surgery because he was afraid of cutting open the abdominal cavity. Despite repeated persuasion by the family, it was useless. An old friend who had a gastrectomy came to visit him. He comforted him through his own personal experience: "Look how well I recovered after the operation. You are still in the early stage, and it is easier to recover after the operation. So, you don't have to be afraid. " Through the persuasion of friends, the patient finally accepted the operation.
(4) Using suggestive language
Some patients are often frustrated by the slow recovery from illness. At this time, if visitors can master the basis of relieving some symptoms during the treatment and give hints at the right time, they will eliminate the pessimism of patients and make them summon up the sails of hope and actively cooperate with the treatment. A patient with icteric hepatitis was hospitalized for a period of time, always thinking that his condition had not improved, becoming pessimistic and losing confidence in treatment. At this time, a relative came to visit and hinted, "Your face is much better than before. The doctor said that your jaundice index has dropped, indicating that your condition is improving! " This suggestive language, objective and true, cheered the patient up at once, so he accepted the treatment optimistically, accelerated the recovery process, and soon recovered from illness and was discharged from the hospital.
In short, when visiting patients, we should say more words that are beneficial to patients' spirit, confidence, disease treatment and rehabilitation. If you face a seriously ill relative and lose confidence in the treatment, you say, "Oh, you are very ill. Look how thin you are. " This will undoubtedly make the patient's mood "worse", and the result is self-evident. When visiting patients, as long as you speak properly, patients will surely embark on a healthy road as soon as possible in pleasure.