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Mentalizzare nella comunicazione col cliente: La prima cosa da fare, ma che vuol dire? e come si fa?

Mentalizzare nella comunicazione col cliente: La prima cosa da fare, ma che vuol dire? e come si fa?

          
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About the Book

Fare affidamento su tecniche, copioni, strategie stabilite: è questo l'approccio migliore alla comunicazione col cliente? In realtà può essere persino controproducente. Proprio perché abbiamo già in mente il nostro programma non ci dedichiamo al lavoro fondamentale di decifrare la situazione prima di agire e rischiamo di fare cose che in quella situazione è meglio non fare. La situazione da decifrare, quella che conta, è mentale. L'importante non è tanto quel che ci diciamo e facciamo, ma quel che pensiamo e sentiamo. Sono piani diversi, anche se tra loro collegati. Per muoverci intelligentemente nella comunicazione col cliente dobbiamo mentalizzare, afferrare quel che accade nel lato mentale. Lo facciamo abitualmente: tutti noi, chi più chi meno, abbiamo le abilità necessarie e chi fa un lavoro come quello dell'agente ha potuto affinare queste abilità con l'esperienza. Possiamo però migliorare se sappiamo come funzionano mentalizzazione e comunicazione. La ricerca scientifica, specie negli ultimi anni, ha chiarito molte cose a riguardo. Se le conosciamo abbiamo modo di trarre ancor più vantaggio dall'esperienza. Soprattutto impariamo a evitare trappole, che possono metterci in seria difficoltà e che paradossalmente si incontrano spesso in attività dove la relazione conta, come quella dell'agente di commercio. Il libro espone cose che oggi sappiamo sulla mentalizzazione e la comunicazione interpersonale. Analizza in particolare aspetti critici e rilevanti per un agente di commercio che si rapporta al cliente. In fondo al libro troviamo ricapitolati consigli pratici, che si ricavano dalla conoscenza della comunicazione e della mentalizzazione. Vengono suggeriti anche esercizi per sviluppare due abilità decisive. Il libro è il primo della collana "Quaderni di empowerment dell'agente di commercio", che nasce dalla collaborazione dello spin-off universitario Really New Minds con l'associazione ATSC, Agenti Teramo Senza Confini.


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Product Details
  • ISBN-13: 9781979678568
  • Publisher: Createspace Independent Publishing Platform
  • Publisher Imprint: Createspace Independent Publishing Platform
  • Height: 229 mm
  • No of Pages: 70
  • Series Title: Quaderni Di Empowerment Dell'agente Di Commercio
  • Sub Title: La prima cosa da fare, ma che vuol dire? e come si fa?
  • Width: 152 mm
  • ISBN-10: 1979678561
  • Publisher Date: 11 Nov 2017
  • Binding: Paperback
  • Language: Italian
  • Returnable: N
  • Spine Width: 4 mm
  • Weight: 104 gr


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