Negotiation-skills---谈判技巧.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,2021/5/9,*,Negotiationskills,2021/5/9,1,2021/5/9,2,What is negotiation?,Negotiation,is defined as the ability to collaborate with another party in order to conclude an agreement to the mutual benefit.,Negotiation,is also a process in which two or more people or organizations with common or conflicting interests work towards a way of resolving an issue or agrees on how they will cooperate.,2021/5/9,3,There must be both,common interests,and,issues of conflict,.Without common interests there is nothing to negotiate for,without conflicting issues there is nothing to negotiate about.,2021/5/9,4,The Negotiation Process:,Four Stages,2021/5/9,5,The Four Stages:,Stage 1:Preparation,(,准备）,Stage 2:Opening Statements,（开局说辞）,Stage 3:Bargaining,（磋商）,Stage 4:Settlement,（签约）,Opening Statements,Bargaining,Preparation,Settlement,2021/5/9,6,How to Determine Your BATNA!(Answer the following questions),How important is your,long-term relationship,with the other party?Can you assign a dollar value to it?Does it override other factors?,Can you,improve,your BATNA by seeking new alternatives to no agreement?,2021/5/9,7,Stage 1:Preparation,1.Decide your,BATNA,-,always start with a clearly defined BATNA and stick to it,2.List all key issues,either party will want decided.Include,tangibles,intangibles,throwaways,the more the better!,2021/5/9,8,（,3,）,.,Set,priorities,for the key issues,（对谈判进程按重要性进行排序）,by either:1.Ranking;2.Weights(%);3.Assign each issue to one of four priority levelsEssential,Important,Desirable,Throwaway,（,4,）,.Develop support arguments,based on information,facts,logic,get useful information for negotiation.,(,获取信息）,2021/5/9,9,Preparation(Planning stage,）,Before negotiating,take the time to plan carefully and thoughtfully.In the planning stage,create a set of clear objects to steer the process in the right direction and achieve the desired results.Thoughtful negotiators think about the ways in which the objectives can be achieved.,2021/5/9,10,What we prepare in the planning stage?,2021/5/9,11,(1).Personal styles in negotiation,Whenever people come together to negotiate,they bring their own personal styles to the situation.These personal styles affect the way they communicate and handle the conflict.,2021/5/9,12,personal styles,个人性格对谈判的影响,2021/5/9,13,Hellreigels classification of interpersonal styles P267,Self-denying,Self-protecting,Self-exposing,Self-bargaining,Self-actualizing,2021/5/9,14,胆汁质,-,冲动是魔鬼,2021/5/9,15,抑郁质的代表人物是林黛玉，特点是情感细腻、感受深刻，易触景生情，多愁善感,2021/5/9,16,多血质的代表人物是王熙凤，特点是处事灵活,2021/5/9,17,粘液质代表人物是薛宝钗，表现为考虑周全、细致、稳重,2021/5/9,18,Self-denying people may be difficult to negotiate with,as they are introverted and reticent in providing information,especially feedback.Feelings and ideas are hidden from others.,Self-denying,（内向沉默型）,2021/5/9,19,沉默型的谈判对手,这类人的心理特点是：,（,1,）不自信。由于不善言辞，生怕被别人误解或被小看，这类人常常闷闷不乐，具有自卑感。,（,2,）想逃避。他们对于说话一事感到很麻烦，从来不会因没有说话而感到不自在，自然而然地以听者自居。他们表现欲差，不愿在人多的场合出头露面，对事物的认识以来直觉，对好恶反应极为强烈。,（,3,）行为表情不一致。当他面带微笑时，可能内心正处于一种焦虑和不耐烦的心态。,（,4,）给人不热情的感觉。这些人看似态度傲慢，其实，内心深处也有一种愿为人做事的想法。,2021/5/9,20,Self-protecting(,伪装型）,Self-protecing people use diversonary tactics such as discussing other people or side-tracking to other issues.Diversionary tactics are used to hide true feelings and ideas.,2021/5/9,21,深藏不露的谈判对手,（,1,）不露,“,庐山真面目,”,。这些人城府很深，难以琢磨他们想说什么或想做什么,（,2,）精于,“,装糊涂,”,，善于伪装自己，有时故意装糊涂，好像没听懂对方所表达的意思，回答问题吞吞吐吐，闪烁其词。,（,3),惯于,“,后发制人,”,2021/5/9,22,Self-exposing(,张扬型）,Self-exposing people wish to be the center of attention.This attention can be demanded by speaking loudly,speaking over others,using attention-seeking body movements,ignoring feedback and the views of others.,2021/5/9,23,顽固的谈判对手,（,1),非常固执，你说东，他说西，你越想说服他，他会更加固执地抵抗。这种人很难后退一步，合作起来会不愉快。,（,2,）自信满满。他们自以为无所不能，认识事物带有片面性，只按自己的标准行事，往往听不进别人的意见。,（,3,）控制别人。他们经常对某些事拘泥于行事，深信自己的所作所为是绝对正确的，怕自己身心的一切被别人修正。此外，想让别人也按他的意志行事。,（,4,）不愿有所拘束，个性外向者居多。这类人精力充沛，做起事来很有魄力。,2021/5/9,24,Self-bargaining people will show their feelings and ideas if others show theirs first.These people wait until they are led into negotiation.They can open up and negotiate when others initiate the process.,Self-bargaining,迟疑谨慎型,2021/5/9,25,迟疑的谈判对手,（,1,）不信任对方。这类人不信任对方，没有特殊的理由，只是怕受骗上当。怀疑是他们保卫自己的一种手段。,（,2,）不让对方看透自己。他们希望自己有一块领地不被人知晓,（,3,）极端讨厌被说服。,2021/5/9,26,谨慎稳重的谈判对手,（,1,）理智稳妥。,（,2,）谨小慎微,（,3,）,“,忠于职守，一丝不苟,”,2021/5/9,27,Self-actualizing,Self-actualizing people are ideal negotiators as they want to have information and feedback from the other person.This information and feedback is presented constructively to aid the negotiation process and to achieve goals and results that are effective without any conflict.,2021/5/9,28,善言灵巧的谈判对手,（,1),爱说话。,（,2),善于表达,(3),乐于交际,(4,）为人处世机灵。,典型代表：法国人,2021/5/9,29,（,2,）,.Concern with protocol,拉丁美洲国家比较多，也是一个多民族聚集的地区，风俗习惯差异较大，因此禁忌各不相同。如哥伦比亚人喜欢红，蓝，黄色，禁忌浅色，图案喜爱圆形、三角形和六角形，数字喜爱,3,、,5,、,7,等单数，但忌讳,13,。打手势也要格外注意，如将手掌水平放置来表示某人的高度，是将此人当做牲畜对待的含义。两个伸直的手指是一种猥亵的手势，在北美人表示,“,OK”,的手势，在这里确是同性恋的表示，双手举过头顶拍手呼唤人等都是不礼貌的。此外，由于哥伦比亚海拔较高，不易大量喝酒和做剧烈运动，否则容易引起高原反应。,2021/5/9,30,在阿拉伯国家，伊斯兰教一向被奉为国教，是除阿拉伯语以外阿拉伯民族的又一重要凝聚力量。阿拉伯人非常反感别人用贬损或开玩笑的语气来谈论他们的信仰和习惯，嘲弄或漠视他们的风俗。,由于受阿拉伯社会宗教意识的影响，妇女地位较低，一般是不能再公开场合抛头露面的。因此，应该尽量避免派女性去阿拉伯国家谈生意，如果谈判小组中有妇女，也应该将其安排在从属地位，以表示他们的风俗。在谈话中应尽量不涉及妇女问题。,2021/5/9,31,德国人尊重契约的态度就是受到了基督教的影响，他们的守约观念非常强。而与此相反，葡萄牙人常常违约。他们签订合同之后常常会延期付款，并且毫无愧色地提出各种要求。据说他们是受了天主教教义“富者应该济贫”的影响。因此，与这些国家谈判，签订契约时一定要注意对方的宗教信仰及其影响下的履约态度。,2021/5/9,32,在西班牙，女人上街一定要戴耳环,葡萄牙人讲究打扮，及时在很热的天气也穿着西装革履，在工作和社交等场合一般都打领带。,北欧人将蒸气浴视为日常生活中必不可少的一部分，大多数北欧国家的宾馆里都设有蒸汽浴室。在北欧，谈判之后去洗蒸气浴几乎成了不成文的规定。如果被邀去洗蒸气浴，不要以为很荒唐，这充分说明对方是很受欢迎的。,2021/5/9,33,Table Etiquette,餐桌礼仪,The Basics,2021/5/9,34,Introduction,Table manners play an important part in making a good impression.,Here are some basic tips to help you,2021/5/9,35,Sitting down,At a very formal dinner name cards will show you where you should sit.,If there are no name cards on the tables,the host will take you to the correct place.,2021/5/9,36,Sitting down,If you are at a romantic dinner,the man should push the womans chair in for her.,Sometimes the waiter will do this.,2021/5/9,37,Using the napkin,Place the napkin on your lap.,If it is small unfold it completely.,If it is big fold it in half,lengthwise.,2021/5/9,38,Using the napkin,The napkin stays on your lap the whole time.,If you need to leave the table during the meal,place your napkin,on your chair,or place it on the table,to the left,of your plate,as a signal to your server that you will come back.,2021/5/9,39,Using the napkin,You should only dab your lips and should not make the napkin dirty.,Dab轻抹,2021/5/9,40,Using the napkin,Once the meal is over,you too should place your napkin loosely on the table to the right of your dinner plate.,2021/5/9,41,Using the napkin,It should not be crumpled or twisted,which reveal untidiness or nervousness.,Nor should it be folded,which might show that you think your host might reuse it without washing.,2021/5/9,42,Ordering,If there is something you dont understand on the menu,ask your server any questions you may have.Answering your questions is part of the servers job.,2021/5/9,43,Ordering,An employer will generally let you order first;his or her order will be taken last.Sometimes,however,the server will decide who orders first.Often,womens orders are taken before mens.,2021/5/9,44,Ordering,As a guest you should not order one of the most expensive items on the menu or more than two courses unless your host shows that it is all right.,2021/5/9,45,The Menu,Read the menu to decide what you want to eat.,Decide,決定,2021/5/9,46,The Menu,2021/5/9,47,第一道菜我们一般把它叫做头盘或者叫,头盆，严格讲这是开胃菜,，比如以色拉类为主，有的时候还有什么鹅肝酱，冻子，泥子这样一些东西，但是我们中国人熟悉的头盘主要是色拉，这个色拉有很多种，比如有蔬菜色拉，这比较清口的，有海鲜色拉，是比较名贵的，还有什锦色拉，混拌在一起的。除此之外这个头盘还有泥子、冻子之类的东西。,2021/5/9,48,1.Appetizer,开胃菜,2021/5/9,49,正餐西餐第二道，主角就要开始了，如果我们说前面是前奏的话，那下面就是序幕就开始了就是汤。西餐跟广东菜有点相似，是先喝汤的，西餐这个汤也叫做开胃汤，比如有三种类型，红汤、清汤，白汤，红汤，琼汁，圆白菜，红萝卜，西红柿它在一块儿做的，那种汤它比较酸甜，很多人喜欢喝。还有就是白汤，蘑菇汤，奶油汤，这在法国菜里比较常见的，还有就是清汤，它比较清淡的汤。,Soup,汤类,2021/5/9,50,2.Soup,2021/5/9,51,3.Side orders(,副菜）,下面一个就是副菜，叫副菜。它菜分为主菜跟副菜的区别，这个副菜是什么副菜一般是海鲜类的东西，一般叫白肉，白肉是什么，就是鱼肉和鸡肉，因为鱼肉和鸡肉做熟了之后你注意了吗？它是白色的，另外这个副菜吃完了就会是主菜，主菜一般特点是红肉，就是牛肉、羊肉、猪肉，它做熟了之后它是红色的，相对来讲红肉味比较浓，比较厚重，吃了之后耐饥耐饿，而白肉它比较单薄，属于一个过渡的情况。一般来讲，也可以不吃副菜，就是直接上来就吃主菜了。,2021/5/9,52,Side orders(,副菜）,2021/5/9,53,Deserts and drinks,冰淇淋，水果，干果，坚果，鲜果以及什么各种各样的布丁，炸薯条，三明治，曲奇饼，烤饼这样一些甜品，接下来最后结束曲是什么呢？,2021/5/9,54,Most cultures have unusual foods that are viewed with surprise or even disdain by persons in other cultures.,2021/5/9,55,Japanese sushi,2021/5/9,56,Mexican chicken soup,2021/5/9,57,Sheeps eyeballs Saudi Arabia,2021/5/9,58,Poodle,卷毛狗,2021/5/9,59,Muslims,Muslims do not,Consume pork(or,Any animal that is,a scavenger,食腐动物）,2021/5/9,60,strict Muslims also observe ritual slaughtering.Hindus do not eat any beef because the cow is considered sacred.People from countries such as India are often vegetarians because of personal or religious beliefs.,2021/5/9,61,有一个学生，男孩谈女朋友，女朋友他们宿舍的女生打牙祭，起哄，那个男孩是刚工作，记者，报社里当记者，说你请我们吃饭吧，那个男孩说请，行啊，请到一个涉外酒店去了。先打了打保龄球，然后吃饭，女孩子就在那儿点，点了半天菜不上来，这个记者嘛，有时候就有点那个，耐不住气，找人家总经理去了，我要的菜为什么没上？总经理找人一查已经上过了，他说活见了鬼了，我们三四个人在那儿坐着，难道我们骗吃吗？没上，盘儿都没有，后来一问，还真上了。你知道点的什么吗？点了四首乐曲。它现场有演奏的，他们这儿他不懂外文，你不点他也演奏，你要点，你点什么给你演奏什么，它就出现点菜的问题了。,2021/5/9,62,据说是确有其事的。甲午海战之后，当时中国是蒙受屈辱了，兵临城下，满清政府慈禧就派某一个高官到日本去谈事去了，这某高官地位倒挺高，但是大概西餐这个东西很少碰到，不懂餐桌礼仪，他就犯一个错误。西餐的餐具是不能擦的，你别看餐具放在桌子上，放在餐巾边上，它实际上是经过蒸的，蒸煮消毒的，它一般都是你看外国人用的洗碗柜洗碗炉，它是蒸煮的，所以它一般而论，它这个餐具都是很干净的，所以你不能擦，如果你要在主人面前拿餐巾把这餐具擦一下，等于骂他，认为这玩意不干净你给我换，有挑衅之嫌。,2021/5/9,63,这往往是两家谈生意，两国关系不好，找事，借题发挥。当时我们派到日本谈事这某高官，吃日本一个高官的请，这俩人是私交，但是两国交兵各为其主，所以在谈判桌上都是据理力争的。中国当时国力不强，吃了败仗，肯定是吃亏了，甲午海战之后谈这个事，我们是有损失的，这个高官他有气，其实他当时不是生气，他习惯动作，往那儿一坐，吃西餐把那刀叉拿过来就擦。对面那日本人就误会了，认为他觉得自己不够朋友，因为两个人是朋友，他就告诉服务生，换。换了一副刀叉我们接着擦，然后换，接着擦，历史记载，如是者七，就是连换七拨。这也是挺出洋相的事,2021/5/9,64,The Table Setting,Side Plate,Dinner Plate,Soup Bowl,2021/5/9,65,Just guess!,2021/5/9,66,The Table Setting,Desert Spoon,Soup Spoon,Butter Knife,Dinner Fork,Dinner Knife,Salad Fork,2021/5/9,67,Champagne Glass,Red Wine Glass,White Wine Glass,2021/5/9,68,The Table Setting,White Wine Glass,Red Wine Glass,Champagne Glass,Champagne,香檳酒,2021/5/9,69,The Table Setting,2021/5/9,70,Using the knives,forks and spoons,In most restaurants you will only find one knife and one fork on the table.,If there are more than one,you should use the one on the“outside”first.,2021/5/9,71,Using the knives,forks and spoons,There are two ways to use a knife and a fork:,The American Style,The European Style,2021/5/9,72,The American Style,When you need to cut something,you should hold the fork in your left hand and the knife in your right hand.,After cutting off a small piece,you put your knife and fork down,pick the fork up with your right hand and eat it.,2021/5/9,73,The European Style,When you need to cut something,you should hold the fork in your left hand and the knife in your right hand.,After cutting off a small piece,you put the food directly into your mouth with your left hand.,2021/5/9,74,Using the knives,forks and spoons,When you hold the knife or fork,you should relax your fingers.,Never let the knife,fork or spoon touch the table after you started eating.,2021/5/9,75,Using the knives,forks and spoons,When you take a break from eating,you simply put your knife and fork on the plate.,When you have finished eating,you should put your knife and fork together pointing to the left.,2021/5/9,76,Posture,Sit up straight with your arms near your body.,Dont put your elbows on the table.,2021/5/9,77,Eating Soup,Dip the spoon in the soup away from your body.,Sip the liquid from the side of the spoon.,Dont put the whole spoon in your mouth.,2021/5/9,78,Cocktail party,The goal at a cocktail,party is to meet as many,people as possible.,Nobody expects to get,Into deep discussion.,2021/5/9,79,Tipping,2021/5/9,80,Tipping culture,In south Africa,youll be expected to tip almost everyone.,2021/5/9,81,Non-tipping culture,Tipping can insult or offend the people of that culture.For example,countries like Australia and New Zealand,China and Japan,etc.,In such countries,people think they lose face when they receive tips.Sometimes,service personnel may not be allowed to receive tips.,2021/5/9,82,3.Gift-giving,In general,people love to give and receive gifts.They are reminders of pleasant times and friendships.But each country has its seasons and occasions for giving gifts.,2021/5/9,83,Gift-giving,Gift giving in some cultures is an art and is considered an integral part of building intercultural professional and social relationships.The careful selection and wrapping of a gift and presenting it at the proper time with proper manners conveys to others your social sensitivity and good manners.,2021/5/9,84,French,2021/5/9,85,Chinese,2021/5/9,86,3.Nature of persuasion,Different groups attempt to persuade and are persuaded by the use of a variety of different types of arguments.,Argumentation in global negotiation involves a blend of logic,emotion and dogma.(,以事实为依据，凭直觉，教条式等）,(case 1,case 2),2021/5/9,87,Case,有一次，一位贵妇人打扮的女人牵着一条狗上了公车，她问售票员：“我给狗买一张票，让它也像人一样坐个座位行么？售票员的回答是：“行，不过它得跟人一样，把双脚放在地上。”在这个例子中，售票员没有直接地给予否定答复，而是巧妙地根据对方设置的条件“像人一样坐着”去限制对方，提出要“像人一样把脚放在地上”的限制条件，因而轻松地制服了对方。,2021/5/9,88,4.most significant type of issue,(,谈判中关注的关键问题）,At least four types of issues may call for negotiation orarise during it:,a),a substance,.(,实质性问题）,It covers such matters as price and number of units to be sold;,b),personal/internal,(,关系型的问题,),It covers,respect,reputation,and dissent,（异议）,within ones own negotiating team.the appropriateness of acknowledging and openly addressing these issures may vary by culture.,2021/5/9,89,So too,may the importance be attatched to their resolution.That importance can obviously affect the course of discussions,their content,and the very likelihood of agreement.Thats to say,different groups stress different aspects of the negotiations.Some groups stress substantive issues directly related to the,agreement,while others stress,raltionships,.,2021/5/9,90,5.Selection of negotiators,Culture vary in choosing individuals to send to the negotiating table.These criteria include negotiating experience,status(seniority,political affiliation,sex,ethic ties,or kinship),knowledge of the subject,and personal attributes(e.g.affability,loyalty,and trustworthiness in the eyes of the principal).Negotiating skill per se,as indicated by record of success,reputation,or particular skills now being recongnized,could also be used as a criterion.,2021/5/9,91,Chinese:Large teams of varied composition tend to be used,French:status is the major criterion,although ability is gaining use.,2021/5/9,92,6.Basic concept of negotiation process(,the choice of negotiation strategy,),谈判中的基本观念,(,关系到谈判策略的选择）,Many difficulties in intercultural business negotiation are mainly attributed to the different basic concept in different cultures.,2021/5/9,93,As a general variable,a basic concept of business negotiation seems to rest on their attitude toward conflict(win-win strategy or win-lose strategy),2021/5/9,94,In American business,negotiation has traditionally been,and in many places continues to be,constructed as a competitive process of offers and counteroff