1 thought on “The customer group is middle -aged and elderly people, how to communicate better to get their trust”
Rachel
Faced with the form of severe population aging, the elderly have experienced a variety of life events and family role conversion, which has a huge difference in personality characteristics. Weird, it is difficult to communicate and communicate with them, and some elderly people have pessimism and nicknames. Therefore, we must first understand the personality characteristics of the elderly, adopt effective communication skills, and enhance understanding to meet the psychological needs of the elderly, and carry out comprehensive communication to achieve better communication effects and achieve our tasks.
[Keywords] Personalized characteristics communication attitude
A communication is a process that allows two people to understand each other. Instructions, teaching each other, and learning from each other are a two -way process. Communication is not limited to using language, as well as gestures and actions to express facts, feelings, and ideas. Same feeling --- to look at and feel things from the perspective of service objects, and correctly convey your understanding to the other party, so that it is understood and accepted. This is the biggest support for the service object. The traces of decades of years are deeply imprinted in their hearts. The suffering and joy of the past make them immersed in distant memories. It is a very important spiritual pillar that supports them. Due to long -term live alone, and some unpleasant experiences in the past may leave a psychological shadow for the elderly, most elderly people are lonely and weird. This requires us to have more enthusiasm and patience to melt the hearts of the elderly and gain the trust of the elderly. Factors: Lack of self -confidence, dare not communicate with people, lack confidence in people, or hold
Puraper's hostile attitude, prejudice and misunderstanding, high self -level, despise others, protect yourself too much, or self -centered self -centered centers .
1.3 Environmental factors: Unsatisfactory environment: such as noisy, people come and go
1.4 Not suitable for time: If it is inconvenient to discuss privacy.
1.5 physical factors: vision, hearing ... decline, insufficient speaking ability, failure to master the other party's cognition Capability.
1.6 Media factors: Do not know how to express it in the appropriate language and attitude, not to speak, lack of skills
And the family role conversion makes the personality characteristics very different. We talk to 1341 65 -year -old elderly people, as follows:
1. The personality characteristics of the elderly
1. 1 The change of the character, the elder's mentality has a change of the character and family role, which makes them more inclined to communicate with people at a strange posture, so that they can express their self -esteem. Groups, the most prone to pessimism, the most prominent manifestation is: silence, gloomy.
1.2 Nostalgic psychology, the elderly have the psychology that they share their memory and experience with others. As long as others are interested in those stories, they will feel proud and accomplishment; There are special attachment complexs such as items, albums, letters, etc. used in the past, and often come out and introduce to some people.
2, the physiological characteristics of the elderly:
2.3 organ system changes: nervous system, respiratory system, cardiovascular system, digestive system, urinary system.
. Communicate with the elderly
1. Mental: To be amiable, approachable, often smile on the face, so that the elderly can feel your intimacy;
2. Position: Do not let the elderly look up or talk to you from a long distance, so that the elderly will feel like that, so the elderly will feel If you are high
The is high and difficult to get close. You should bend down to talk with the elderly up close, and the elderly will feel equal with you and feel that you value him;
3. Communicate with your heart: You must look at each other's eyes. Do n’t walk your eyes. Let the elderly feel that you do n’t pay attention to him. You can touch the other person's hand to talk between the same sex;
4. Language: Speaking The speed should be relatively slow, the tone should be moderate, and some elderly people must be deaf (weak), but it must be loud, but it depends on the expression and response of the other party to judge the other party's needs;
5. Understand the situation: To understand the temper and preferences of the elderly, you can inquire or further understand it in the future in the future;
6. Topic selection: choose the topic of the elderly, such as hometown, loved ones, youthful time, the youthful time, the youthful time, the youthful time, the youthful time. Things, TV programs, etc., avoid mentioning the topic that the elderly do not like, you can also talk about yourself first, let the elderly trust you before starting other topics; 7. If you are affirmed, the old man likes a child and likes praise and praise. Therefore, if you must praise him sincerely and generously, he is happy, and the atmosphere of the conversation will be much more active;
8. Ability: In case of something unsatisfactory or the emotions of the elderly, try not to persuade, first pat the opponent's hand or shoulder to comfort the emotions first, and then open the topic as soon as possible; 9. Patience: The old people are generally more nagged. It can be said for a long time. You should not show any impatience. You must patiently listen to the old man's words
. Communicate skills with the elderly
1. Pay attention to the use of non -language communication. When a person's behavior is inconsistent with the words that speak, the elderly may have opinions on words and deeds. When they often appear, they will gradually lose trust in the other party. It is best to analyze and discuss these issues as soon as possible
This. Point out of the ground so that both parties can directly and accurately understand and grasp the true intentions of the other party. Generally, the elderly will not really think about these things. They want to reconcile. Give full play to his role of conveying intentions, you can directly help the two parties improve the relationship. (2) The mediation person must learn to give the constructive communication standards and methods to the two parties that occur. The real reason for the contradictions, and at the same time, we must find out the most effective ways to solve these problems and contradictions. If this method is expected to communicate directly with the elderly by yourself, you can indirectly use these methods by mediation people to indirectly use these methods , Or use the mediation person to put these Methods conveyed to the elderly and promoted the reconciliation of both parties with the joint efforts of both parties. In this way, you can communicate well when dealing with the elderly.
2. Just emphasizing important things, some elderly people have to ask and intervene in everything. For the attitude that others do not accept, they often put their shortcomings and problems on each other and regard them as the shortcomings of the other party, so they pick people everywhere and constantly blame others. When communicating with the elderly, you need to be more patient and understand, and pick out the main things to respond. When the secondary details need to be corrected, you only need to bring it by one to achieve a pleasant and successful communication.
3. Express your goodwill and respect the value of the elderly, encourage the elderly, and make the elderly courage and confidence in life. It is not to persuade people to think about good aspects, but to express the true emotions including good words and actions to the other party. Affirmation of the words and deeds of the elderly, recognition and support for their requirements or opinions, and some of the errors that they have made occasionally also express sympathy and understanding, help them analyze the reasons for the problem together, and find a solution to the problem.
4. Do not use the tone of criticism. If you accuse or criticize the elderly, the old man will be sad. He will feel that you are unfair and unreasonable. people. If your criticism and accusations distort the facts, then the elderly not only do not admit it, but there will be a rebellious psychology that prompts him to do the situation that you distorted. As a result, the matter is getting worse and worse. Therefore, when communicating, you need to treat the elderly with a reasonable, practical and sincere attitude and method. From the perspective of a third party, you really understand the problems, understand the problem, and solve the problem.
5. To resolve the contradiction between the elderly, those old people who can't live in harmony will often quarrel with each other, and most of them will answer you like this: "Because we have different views." In fact, if you want to solve the problem, there are many ways to be much better than the quarrel. Therefore, when communicating with the elderly, it is best to let him clearly ask the question, and let him talk about it. Then analyze where the other party is wrong, stand on the other's position, what will do, so that you can relieve the misunderstanding, and at the same time, you can understand the other party more accurately, which helps each other to accept each other and seek common ground while deposit differences. In many cases, the biggest obstacle between the two parties is: one party is always unwilling to understand the other party's real reason for the other party's dislike and hostility, and these reasons must be discussed under the premise of mutual respect to understand it to understand it. Essence As long as these obstacles are overcome, the relationship between each other can be improved, and the atmosphere will be greatly improved.
6. Avoid using poor communication methods. Do not conclude prematurely. Opinions and attitudes to the elderly are too arbitrary and lack of understanding of people's errors or harsh blame for a while. When the elderly express their ideas and opinions, or when the elderly really want to express their emotions or will, they are not patient listening and accepting, but often interrupt intentionally or unintentionally, making the elderly unable to accurately, complete, and effective Expressing your own true
The factual diagram, which often causes a great blow to the elderly. When communicating with the elderly, you must pay attention to your tone and attitude, so that the elderly will trust and accept you more!
Faced with the form of severe population aging, the elderly have experienced a variety of life events and family role conversion, which has a huge difference in personality characteristics. Weird, it is difficult to communicate and communicate with them, and some elderly people have pessimism and nicknames. Therefore, we must first understand the personality characteristics of the elderly, adopt effective communication skills, and enhance understanding to meet the psychological needs of the elderly, and carry out comprehensive communication to achieve better communication effects and achieve our tasks.
[Keywords] Personalized characteristics communication attitude
A communication is a process that allows two people to understand each other. Instructions, teaching each other, and learning from each other are a two -way process. Communication is not limited to using language, as well as gestures and actions to express facts, feelings, and ideas. Same feeling --- to look at and feel things from the perspective of service objects, and correctly convey your understanding to the other party, so that it is understood and accepted. This is the biggest support for the service object. The traces of decades of years are deeply imprinted in their hearts. The suffering and joy of the past make them immersed in distant memories. It is a very important spiritual pillar that supports them. Due to long -term live alone, and some unpleasant experiences in the past may leave a psychological shadow for the elderly, most elderly people are lonely and weird. This requires us to have more enthusiasm and patience to melt the hearts of the elderly and gain the trust of the elderly. Factors: Lack of self -confidence, dare not communicate with people, lack confidence in people, or hold
Puraper's hostile attitude, prejudice and misunderstanding, high self -level, despise others, protect yourself too much, or self -centered self -centered centers .
1.2 Emotional disorders: sadness, joy, grief, etc..
1.3 Environmental factors: Unsatisfactory environment: such as noisy, people come and go
1.4 Not suitable for time: If it is inconvenient to discuss privacy.
1.5 physical factors: vision, hearing ... decline, insufficient speaking ability, failure to master the other party's cognition Capability.
1.6 Media factors: Do not know how to express it in the appropriate language and attitude, not to speak, lack of skills
And the family role conversion makes the personality characteristics very different. We talk to 1341 65 -year -old elderly people, as follows:
1. The personality characteristics of the elderly
1. 1 The change of the character, the elder's mentality has a change of the character and family role, which makes them more inclined to communicate with people at a strange posture, so that they can express their self -esteem. Groups, the most prone to pessimism, the most prominent manifestation is: silence, gloomy.
1.2 Nostalgic psychology, the elderly have the psychology that they share their memory and experience with others. As long as others are interested in those stories, they will feel proud and accomplishment; There are special attachment complexs such as items, albums, letters, etc. used in the past, and often come out and introduce to some people.
2, the physiological characteristics of the elderly:
2.1 Facial change: height, weight, fat, teeth, skin, bones.
2.2 Functional changes: weakened adaptability, decreased savings capacity, and decreased reactivity.
2.3 organ system changes: nervous system, respiratory system, cardiovascular system, digestive system, urinary system.
. Communicate with the elderly
1. Mental: To be amiable, approachable, often smile on the face, so that the elderly can feel your intimacy;
2. Position: Do not let the elderly look up or talk to you from a long distance, so that the elderly will feel like that, so the elderly will feel If you are high
The is high and difficult to get close. You should bend down to talk with the elderly up close, and the elderly will feel equal with you and feel that you value him;
3. Communicate with your heart: You must look at each other's eyes. Do n’t walk your eyes. Let the elderly feel that you do n’t pay attention to him. You can touch the other person's hand to talk between the same sex;
4. Language: Speaking The speed should be relatively slow, the tone should be moderate, and some elderly people must be deaf (weak), but it must be loud, but it depends on the expression and response of the other party to judge the other party's needs;
5. Understand the situation: To understand the temper and preferences of the elderly, you can inquire or further understand it in the future in the future;
6. Topic selection: choose the topic of the elderly, such as hometown, loved ones, youthful time, the youthful time, the youthful time, the youthful time, the youthful time. Things, TV programs, etc., avoid mentioning the topic that the elderly do not like, you can also talk about yourself first, let the elderly trust you before starting other topics;
7. If you are affirmed, the old man likes a child and likes praise and praise. Therefore, if you must praise him sincerely and generously, he is happy, and the atmosphere of the conversation will be much more active;
8. Ability: In case of something unsatisfactory or the emotions of the elderly, try not to persuade, first pat the opponent's hand or shoulder to comfort the emotions first, and then open the topic as soon as possible;
9. Patience: The old people are generally more nagged. It can be said for a long time. You should not show any impatience. You must patiently listen to the old man's words
. Communicate skills with the elderly
1. Pay attention to the use of non -language communication. When a person's behavior is inconsistent with the words that speak, the elderly may have opinions on words and deeds. When they often appear, they will gradually lose trust in the other party. It is best to analyze and discuss these issues as soon as possible
This. Point out of the ground so that both parties can directly and accurately understand and grasp the true intentions of the other party. Generally, the elderly will not really think about these things. They want to reconcile. Give full play to his role of conveying intentions, you can directly help the two parties improve the relationship. (2) The mediation person must learn to give the constructive communication standards and methods to the two parties that occur. The real reason for the contradictions, and at the same time, we must find out the most effective ways to solve these problems and contradictions. If this method is expected to communicate directly with the elderly by yourself, you can indirectly use these methods by mediation people to indirectly use these methods , Or use the mediation person to put these Methods conveyed to the elderly and promoted the reconciliation of both parties with the joint efforts of both parties. In this way, you can communicate well when dealing with the elderly.
2. Just emphasizing important things, some elderly people have to ask and intervene in everything. For the attitude that others do not accept, they often put their shortcomings and problems on each other and regard them as the shortcomings of the other party, so they pick people everywhere and constantly blame others. When communicating with the elderly, you need to be more patient and understand, and pick out the main things to respond. When the secondary details need to be corrected, you only need to bring it by one to achieve a pleasant and successful communication.
3. Express your goodwill and respect the value of the elderly, encourage the elderly, and make the elderly courage and confidence in life. It is not to persuade people to think about good aspects, but to express the true emotions including good words and actions to the other party. Affirmation of the words and deeds of the elderly, recognition and support for their requirements or opinions, and some of the errors that they have made occasionally also express sympathy and understanding, help them analyze the reasons for the problem together, and find a solution to the problem.
4. Do not use the tone of criticism. If you accuse or criticize the elderly, the old man will be sad. He will feel that you are unfair and unreasonable. people. If your criticism and accusations distort the facts, then the elderly not only do not admit it, but there will be a rebellious psychology that prompts him to do the situation that you distorted. As a result, the matter is getting worse and worse. Therefore, when communicating, you need to treat the elderly with a reasonable, practical and sincere attitude and method. From the perspective of a third party, you really understand the problems, understand the problem, and solve the problem.
5. To resolve the contradiction between the elderly, those old people who can't live in harmony will often quarrel with each other, and most of them will answer you like this: "Because we have different views." In fact, if you want to solve the problem, there are many ways to be much better than the quarrel. Therefore, when communicating with the elderly, it is best to let him clearly ask the question, and let him talk about it. Then analyze where the other party is wrong, stand on the other's position, what will do, so that you can relieve the misunderstanding, and at the same time, you can understand the other party more accurately, which helps each other to accept each other and seek common ground while deposit differences. In many cases, the biggest obstacle between the two parties is: one party is always unwilling to understand the other party's real reason for the other party's dislike and hostility, and these reasons must be discussed under the premise of mutual respect to understand it to understand it. Essence As long as these obstacles are overcome, the relationship between each other can be improved, and the atmosphere will be greatly improved.
6. Avoid using poor communication methods. Do not conclude prematurely. Opinions and attitudes to the elderly are too arbitrary and lack of understanding of people's errors or harsh blame for a while. When the elderly express their ideas and opinions, or when the elderly really want to express their emotions or will, they are not patient listening and accepting, but often interrupt intentionally or unintentionally, making the elderly unable to accurately, complete, and effective Expressing your own true
The factual diagram, which often causes a great blow to the elderly. When communicating with the elderly, you must pay attention to your tone and attitude, so that the elderly will trust and accept you more!