优秀商务模板之简单实用的商务谈判、合作技巧

FacilitatingandMeetingSkillsBuildingTeamandDiscoverGroupWisdom第一页，共五十四页。Contents1.Introduction

2.BasicSkillsofFacilitator

3.FacilitatingOpening

4.FacilitatingDiscussion&Decision

6.DealingwithChallenges

5.FacilitatingConclusion

第二页，共五十四页。WhocareKnowwhat第三页，共五十四页。AppetizerBadexperienceofmeetingGoodexperienceofmeeting第四页，共五十四页。1.IntroductionKnowthebasic第五页，共五十四页。GeneralDefinitionFacilitationistheartandscienceofmanagingmeetingsandgroupprocesses第六页，共五十四页。Definition

Whatisfacilitation?

Facilitationistheprocesswhereafacilitatorguidethegroupmembersinmeetingtoshareideas,opinions,experiences,andexpertiseinordertoachieveacommongoalandagreeableactionplan.第七页，共五十四页。FacilitatorAfacilitatorissomeonewhousesknowledgeofgroupprocessestoformulateanddelivertheneededstructureformeetinginteractionstoeeffective第八页，共五十四页。MeetingProgressDiagramOpeningDiscussionConcluding第九页，共五十四页。SharingWhatisyourfacilitatingexperience?Haveyoucomeacrossaskillfacilitators?

第十页，共五十四页。TeamDevelopmentandFIncreasetheadvantagesofTeamListdownthe+/-ofteamdevelopment

PotentialAdvantages PotentialDisadvantagesBuildingoneachothers’ideasConfusionDifferentperspectives NoagreementBetterconclusion ConflictFun NotimeforindividualthinkingSharingtheload Canavoidresponsibilities第十一页，共五十四页。MeetingandFacilitationMeetingsoccurforanumberofreasonswhereparticipantsarecalleduponto:ØmakedecisionsØshareinformationØplanworkØlearnfromoneanotherØcreatebuy-inØsolveproblems第十二页，共五十四页。2.BasicFacilitationSkillsKnowthebasic第十三页，共五十四页。FacilitationDimensions第十四页，共五十四页。BasicSkills■Makingeveryonefeelcomfortableandvalued■Encouragingparticipation■Increaseunderstanding■Listeningandobserving■Guidingthegroup■Ensuringqualitydecisions■Ensuringoutcome-basedmeetings第十五页，共五十四页。Makeeveryonefeelcomfortable&valuedSmalltalkswithparticipantsGettoknowthemUsebodylanguageThankparticipants第十六页，共五十四页。FeelComfortableSkill:Makeeveryonefeelcomfortableandvalued

GettoknowthemUsebodylanguageThanktheorganization,thencheckunderstandingThankparticipants第十七页，共五十四页。Encourageparticipation

Useopen-endedquestionsDivideintosmallgroups.ConsultthegroupUsevisualaidsEncourageSilentmembers第十八页，共五十四页。

IncreaseUnderstanding

Useteam-buildingactivities.Setgroundrules.Searchforagreement.Agreetodisagree.

第十九页，共五十四页。

Listenandobserve

Listenactively.Scantheroom.DonotmakeassumptionCheckforunderstandingRephrasetheirresponsesSummaryRecapWriteitdown第二十页，共五十四页。

Guidethegroup

Delegateatimekeeper.Referbacktothemeetingobjectivesandagenda.Strayfromtheagendawhennecessary.ChallengetheirassumptionEncouragethemtogobeyond(creativetension)InstilltheconceptofEffectivenessInstilltheconceptofInitiativeAskaboutPlanBandevenPlanCAskthemaboutshortterm,longterm,milestoneandcontinuityplanUseaparkinglot第二十一页，共五十四页。EnsurequalitydecisionsRemindthegroupofdecisiondeadlines.Reviewcriteriaandsupportinginformation.Reviewthedecision-makingprocess.Pollthegroupbeforemajordecisions.Reviewthedecision.第二十二页，共五十四页。EnsureCommitmenttoActionReviewobjectivesforeachagendaitem.Recorddecisions.Developanactionplan.Ensuretheteamleaderfollowup

第二十三页，共五十四页。3.FacilitatingOpeningGoodBeginning第二十四页，共五十四页。

FacilitatingOpeningReviewminutesReviewminutesWelcomeparticipants

Gooverandapprove

meetingobjectivesandagendaSetthetoneandpaceIntroduceparticipantsandyourself第二十五页，共五十四页。WelcomeparticipantFormallystartthemeeting.Welcomeeveryoneofficially.Usebodylanguage

第二十六页，共五十四页。Introduceparticipants&yourselfConsideranicebreaker.Givepreciseinstructions.Allowbriefannouncements.Checkin

第二十七页，共五十四页。SetthetoneandpaceHelpthegroupdevelopgroundrules.Setthestageforagreement.Clarifytheroleofmembers.第二十八页，共五十四页。Gooverandapprovemeetingobjectivesandagenda

PostmeetingobjectivesAskforinputontheobjectivesandagenda.Pointoutanychangestotheagenda.第二十九页，共五十四页。AgendaMeetingAgendaMeetingObjectiveDiscussionofPreparationforRamadanSalesAttendeesDenish,Uji,Wani,Zaidi,Guna,Rahmah,Isma,Nesan,Laurence,AlanDate2ndOct2005Time2.00pm–4.00pmLocationMTCofJMIAbseeteesNorashikin(MC),PuanZaleha(Entertaincustomers)NoItemPersonInChargeDurationExpectedOutcome1DecideclosingtimeduringRamadanDenish30minutesFixatimeagreeabletoeveryone;

Waysofcommunicatetoemployees2AllocationofmanpowerinpromotionalitemsUji30minsNameandnumberofemployeesneededtobestationedateachpromotionalsection

3AOBZaidiMeetingPreparationFacilitatorrole:Zaidi;NoteTaker:HamdanItemstoBringtotheMeeting

NotesfromApril4thmeeting–brainstormedideas.Completedinterviewdata.第三十页，共五十四页。Reviewminutes

Allowadequatetimetoreviewandapproveminutes.Addressfollow-upitems.第三十一页，共五十四页。MeetingMinuteMeetingAgendaMeetingMinuteMeetingObjectiveDiscussionofPreparationforRamadanSalesAttendeesDenish,Uji,Wani,Zaidi,Guna,Rahmah,Isma,Nesan,Laurence,AlanDate2ndOct2005Time2.00pm–4.00pmLocationMTCofJMIAbseeteesNorashikin(MC),PuanZaleha(Entertaincustomers)NoItemPersonInChargeDeadlineRemarks1ReviewAgendaandapproveMinutes2Shopcloseat10pm.

CommunicatetoemployeesDenish(Floormeeting)

Rahmah(Noticeboard)7thOct2005OTprovided

NoMCallowed第三十二页，共五十四页。4.FacilitatingDiscussionsandDecisionsExploretheIssues第三十三页，共五十四页。FacilitatingDiscussions&Decisions

■Keepthegroupontask■Assessthegroup’sconcentrationandengagement■Clarifyconfusingdiscussions■Providefeedbacktothegroup■Enforcegroundrules第三十四页，共五十四页。KeeptheGroupOnTask

●Determineifyouhaveenoughtimetocompletetheagendaandtheclosingtasks.●Extendthemeeting.●Helpthegroupsetprioritiesanddecidewhichremainingagendaitemstoaddressinthetimeremaining.第三十五页，共五十四页。Assessthegroup’sconcentrationandengagement

Readthegroup’senergylevel.Checkinvolvement.Avoidpresentationsafterlunch.Givethemabreak.Providesnacks.第三十六页，共五十四页。FacilitatingDiscussions&Decisions

■Keepthegroupontask■Assessthegroup’sconcentrationandengagement■Clarifyconfusingdiscussions■Providefeedbacktothegroup■Enforcegroundrules第三十七页，共五十四页。ClarifyconfusingdiscussionsListenforunfamiliarterms.Restatetheissuebeforeadecision.第三十八页，共五十四页。Providefeedbacktothegroupwhennecessaryorappropriate

Checkyourpersonalbiases.Bespecificindescribingwhatyouobserve.Describeorprobetheimpactofwhatyouobserve.Askforandsummarizesuggestions.Pointoutconsensus.Pointoutsimilaritiesbetweenmembers’statements.Useconflicttoimprovedecisions.第三十九页，共五十四页。Enforcegroundrules

Knowthegroundrules.Createnonthreateningmechanismstoenforcetherules.Correctviolationsthefirsttime—andassoonas—theyoccur.Befairandconsistentinenforcingrules.第四十页，共五十四页。5.FacilitatingtheConclusionTieUpTheLooseEnd第四十一页，共五十四页。FacilitatingTheConclusionIdentifythenextsteps

EvaluatethemeetingAdjournonapositivenote第四十二页，共五十四页。IdentifythenextstepsCompleteanactionplan.Visityourparkinglot.UpdatetheTeamcalendar.第四十三页，共五十四页。Evaluatethemeeting

Doagroupevaluation.Debriefafterthemeeting.第四十四页，共五十四页。Adjournonapositivenote

Thankmembersfortheirperseveranceandhardwork.Recallagreement.Remindparticipantsofdecisionsthatreceivedstrongsupport.Makeitofficial.第四十五页，共五十四页。6.DealingWithChallengesCrowdControl第四十六页，共五十四页。GeneralGuidelineAl