Citizen: "Hello, I want to apply for XX…… ..."
Receptionist: "Hello, please show me your relevant materials: XX certificate, ID card, XX book, XX materials ..." (At the same time of oral introduction, we will tick off the required materials in the pre-printed list of materials required for handling matters)
Citizen: "Oh, I forgot to bring my XX card. Can I do without it? "
Receptionist: "Sorry, according to the regulations, we have to check the original XX certificate and keep a copy. Please cooperate ... "
Citizen: "Please bend the rules ..."
Receptionist: "Excuse me, please cooperate ..."
Citizen: "Then I'll go back and get it ... I didn't hear you clearly just now. Can you tell me what materials I need again? "
Receptionist: "XX certificate, ID card, XX book, XX materials ..."
After combing, the effective information in this conversation is clear at a glance: in fact, it is only the part marked in bold; However, such effective information has been repeated for 7 or 8 sentences, and only when it is repeatedly emphasized by the receptionist can it be effectively received by the public; Another situation is that some citizens have consulted in advance, but they just "listen casually" and are left behind when they officially do things; Because he didn't bring all the materials, he complained that the receptionist was unreasonable and even made things difficult for him. Sometimes even to the point of arguing and complaining about the quality and attitude of our work.
The situation listed above is not a case in my work. There is no doubt that the communication here is a failure, at least not a success: the patience of the staff is seriously overdrawn; Even if the citizens finally deal with their affairs, they are in a very bad mood because of constant "setbacks".
Originally, I thought it was caused by differences in personal character and work style. For example, some people will listen carefully to the explanations of the window staff and take notes during the consultation process; When you come with all the information, you can follow the instructions of the receptionist at the window and write the application and sign it in one go, saving the other party's time and avoiding the pain of wasting your breath. So when I go out to do things by myself, I often tell myself to do the following two things: listen carefully and obey the rules. This is not only efficient, but also good for yourself and each other. These simple truths are just some tips I came up with in my daily life. Later, I learned that communication is a university question. Here, I would like to recommend a book: The Bible of Communication.
In short, this book can teach us how to talk and communicate with people around us in the most concise language, the most appropriate way and the most appropriate place, so that the other party can receive your information and accept your views. There is communication everywhere in work and life: between colleagues, between parents and children, between family members and lovers; Communication is everywhere, but the effect of communication is very different. Communication, in essence, is a process in which the two communicating parties make the other side receive, understand and accept their own views through linguistic, written and non-linguistic factors, and eliminate communication obstacles to achieve their goals; This communication bible is a practical manual to help us improve our communication skills and optimize our communication effect. Its author, Nicky Stanton, is an outstanding consultant who provides communication training and consultation in campus and business fields. This book can be said to be a condensed summary of the author's years of practical experience.
Personally, I feel that I have benefited a lot from reading this book. The main gains are as follows:
1) Ways to improve communication quality:
As a "Bible", there are countless practical and concise methods and techniques in the book. Take the second chapter "Speaking" as an example: The author first points out that speaking is not a specialty; However, not everyone can flexibly and appropriately use the art and skills of speaking and the characteristics of his own voice; Subsequently, the author provided many training methods for pronunciation and reading aloud, which benefited me a lot. Speech is the starting point and key of expression and communication.
2) Skills to improve communication skills:
Did you have a good interview when you were looking for this job? Remember the embarrassment of the last blind date? Regardless of work or life, we have all experienced "interviews". And every interview, can we be efficient and rewarding? Chapter 6 teaches us a lot of practical tips:
3) Basic skills of listening, speaking, reading and writing interview:
Because I have worked for many years, the chapters of "job hunting" and "job interview" adopt the methods of "rough reading" and "skimming"; Here, I want to focus on my feelings after reading chapters 12 and 13, Improving Reading Speed and Efficiency. ?
"If you want to do a good job, you must sharpen your tools first." In this era of information tsunami, knowledge and information are not lacking, but too much; How to turn all the books you have read into your own knowledge is undoubtedly a university question. Moreover, a very important reading principle is that different contents can be read at different speeds, which is elastic reading. During the period, I listed reading, browsing, evaluation, classification, grasping content summary, key reading paragraphs and topic sentences, and SQ3R reading method (investigation, questioning, reading, recalling and reviewing), which reminded me of my experience in preparing for the entrance examination for English and CET-4 and CET-6. Anyone who has taken these two exams knows that "the best scholar in the world". How to read the materials quickly and make the right choice in the limited examination time? The reading skills explained by the teacher in the remedial class are nothing more than the above methods; Because in the examination room, time simply does not allow "intensive reading" word by word, so it is particularly important to grasp the key points of reading. Once we have the ability to read efficiently, the gains will be greatly increased.