How to improve the communication skills of store managers

Jack Welch said: Management is communication, communication and communication.

A good store manager must be a store manager who can communicate well. Only by being good at communication can he enter the hearts of customers and employees. This requires store managers to conduct frequent drills to improve communication skills. A store manager who is good at communication can bring a store to life!

Management is about improving yourself, starting with becoming a better version of yourself. You will become better and better, and your store performance will also change because of your changes. Store managers should demand this of themselves.

1. What is communication?

Drucker, the father of modern management, once said: One must know what to say, one must know when to say it, one must know to whom to say it, one must know how to say it.

The store manager is the soul and leader of a store. The store manager’s communication skills directly affect the entire store

If any problems arise in the usual management process, you must first reflect on it The question is: Is there a communication problem?

Communication between people is to make each other’s thoughts and emotions consistent. Therefore, we need to pay attention to these three points in our communication process: clarifying goals, accurately transmitting them, achieving consensus and implementing them.

2. The core of communication is mentality

“If we use seawater to describe the ability to communicate, the surface of the seawater is the communication skills, and the bottom of the seawater is the mentality of the communicator.”< /p>

"Techniques" can be mastered in a short time and are easy to imitate. But a mature "mentality" is longer-lasting, more stable, and easier to generate your own communication mode.

In the process of communication, we must pay attention to three mentalities -

1. Integrity - honesty is a quality, sincerity is an attitude, and credit is a relationship. It all comes down to trust in the end.

2. Tolerance--The definition of tolerance is mainly reflected in two aspects: recognition and understanding.

3. Active cooperation - The mentality of active cooperation is that both parties actively solve the problem, learn different ways of thinking, and jointly study a good way to solve the problem.

3. The impact of communication

As a store manager, you must have positive interactions with every employee with respect and listening, and you cannot talk to yourself, because this When communicating, you are just expressing your own opinions without any regard for others.

People who are good at communication must learn to listen. Communication is not one-sided. Both parties must participate and explain their ideas to each other.

When communicating, you need to do the "Six Steps of Communication"!

1. Preparation in advance: 5W

(1) Why--what purpose

(2) Who--what person

(3) Where--what environment

(4) When--what time

(5) What--what to say

2. Confirm requirements< /p>

(1) Open-ended questions: Open-ended questions are questions in which the other party can elaborate and describe his or her own views.

(2) Closed questions: Closed questions are to narrow the problem within the scope that the individual can control to achieve the purpose of leading the other party, thereby minimizing conflicts. Generally, only yes or no can be used. answer.

3. Explain your point of view

Explaining your point of view means how to better express your point of view to the other party and let the other party understand it.

4. Handling objections

(1) Attitude in handling objections: When encountering objections, do not interrupt or refute the other party easily. On the contrary, don’t be anxious if your views are not recognized by the other party. You should listen to other people’s criticisms and opinions with a good attitude and an open mind. And give the other party positive responses and hints by nodding, praising, and smiling.

(2) Method of handling objections: leveraging strength, also called "Judo method". That is, when you encounter objections in communication, first understand the other party's point of view, and then use the other party's point of view that is beneficial to you to persuade the other party.

5. Achieving a common sense

The result of communication is that a common sense is finally reached. Whether the communication is completed depends on whether consensus is reached in the end.

6. Implementation together

The communication results reached need to be implemented in accordance with the agreement. If you do not implement it in accordance with the agreement, the other party will feel that you are not abiding by it. If you lose your credibility, you will lose trust in you.

Trust is the basis of communication. If trust is lost, the next communication will become very difficult.

4. How to manage employees well?

1. Learn to praise your employees. Praise is the best communication. Praise will satisfy the employee's self-esteem and sense of honor and enhance his self-confidence.

Praise allows us to establish emotional links with our employees. In the workplace, it is an additive to the management of family ties and has the effect of turning stone into gold.

2. Four steps of employee communication skills:

(1) Discuss issues: listen more, ask more questions, do not give instructions, and do not make evaluations.

(2) Give orders: abide by the 5W principle, stimulate willingness, speak calmly, and use polite words.

(3) Sales suggestions: Let subordinates supplement and improve, ask subordinates to ask questions, clarify subordinates’ interests, and consider subordinates’ opinions.

(4) Listen to reports: Make full use of listening skills, evaluate problems on the spot, and pay appropriate attention to the work process of subordinates.

There are two layers of skin that separate people's hearts. If we don't communicate, we will be separated by two mountains.

Things that can be explained clearly in a few words, if not communicated, will not be able to be undone by a thousand words over time.

So learning to communicate and speak is a required course for each of us.