如何更好地跨文化、跨部门、跨级别沟通

首先提高自己的口语沟通水平

平时多看一些英文电影，美剧，还有听脱口秀。有一位朋友提到了NPR里面的访谈，对她的口语沟通很有帮助。

  1. Stuff You Should Know 知名度很大。每期介绍一个主题，涉猎极广，两个主播围绕这个主题说相声加卖萌，但内容干货十足。

  2. Planet Money by NPR NPR很多分类的播客都不错。这个主要关于财经与社会，每期一个小段子。

  3. Radiolab from WNYC 社会，科学，文化。音乐与语言的搭配节奏感十足。该搞笑时搞笑，该煽情时煽情，气氛严肃活泼。

  4. 60 Minutes 60分是美国最牛逼的新闻节目之一。新闻只听60分。

转自：PsychoJ 链接

志愿者

去周围的养老院做nursing 志愿者。有机会陪那里的老年人聊天。这些老年人他们有着丰富的人生阅历，有很多话题可以聊。同他们聊天，不知不觉提高自己的语言能力。

注意说话的方式

要注意你自己的Delivery style。在谈话过程中，不要过于关注自己，而是要关注自己的听众，让对方感到舒服。当然，我们的发言还要言之有物。

主动地聆听

要会听，要积极地听。在对方说完重要观点或思路以后，我们要尝试用自己的语言重复一遍对方的观点，然后提出自己的思路与解决方案。

在跨文化沟通的时候，要确认你听明白了对方的观点，而不是微微一笑而过。

如何和你的导师、教练沟通

  • 明确你需要她们帮你的目标，例如，你当前面临的工作问题，或与同事沟通的瓶颈
  • 不要把对方当工具人，把对方当一个有血肉的个体，要做出感谢。如果可能的话，你想想你可以反过来帮他做点什么？
  • 平常要维持必要的人际关系，不能只做taker，还需给予，定期check in

有条理地组织你的语言

用Amazon的Star原则来理清思路，结构化地表达。详细见后面的摘要

直接地表达

澳洲邓博士的观点：把西方人当直男来对待。一定要把自己的观点直接表达出来。要学会表现自己，会哭的孩子有奶喝。当然，我们表现自己也需要注意度的问题，我们所有的人都喜欢被别人看到，要学会润物无声地表现自己，让别人比较舒服。

要一个包容的态度，尊重对方。例如她女儿14岁，把自己的头发染成灰色，看起来像24岁。我们华人认为皮肤白皙唯美，她女儿要把自己晒成小麦色。

提出不同的意见

听不懂对方的观点或话题，当场就要提出了。不要一笑了之。

不要随便附和别人的观点。 勇于提出自己的不同。自己就是一个黑头发的外国人，正视自己这个身份。

提前预约

和高级别的人沟通，提前预约，减少自己的紧张。还要和大佬的助手沟通好，才能有效预定到大佬的时间。

维持和大佬的联系

首先，要认真地听大佬的观点。能够抓住大佬演讲里面的核心观点，及时地回应。

例子： 在接待展览行业的大佬，陪大佬在多伦多找住所、医院等settle down过程中，获得了大佬的好感。事后，大佬很耐心地在事业上帮他。

大佬欣赏他身上三个优点： 1、勤劳 2、令行禁止 3、忠诚

和大佬沟通

如何和大佬沟通，与他们产生共鸣？大佬他们高处不胜寒，我们要鼓起勇气和他们沟通。

他们在公司还希望和我们这种international的员工沟通。

学会感恩

在顶会上遇到大佬以后，带着问题去讨论。同大佬合作完成以后，要尊重大佬。大佬可能还会给你第二次的机会。

要爱自己的专业，学会与不同专业的人士进行沟通。

STAR原则-延伸摘要

攻略：Amazon的Behavior Questions应该如何准备？如何回答？

一天五百道 2019-6-2542319 求职交流

众所周知，亚麻特别喜欢考Behavior Questions（BQ题），但是很多同学其实还是比较忽视这一块。（而且，听说最近google也开始有一轮面项目和BQ了）。作为一个面过了亚麻的同学，我希望和大家分享一下我准备的经验。

一、亚麻会出哪些类型的BQ题？

亚麻的BQ题目其实可以分为主要的几类吧（其实很多公司的BQ题目都有些类似）：

  1. 时间和进度管理 （1）时间紧任务重怎么办？ （2）同时做多个任务？

  2. 团队合作/解决冲突 （1）团队合作解决问题的例子？ （2）如果和其他人/老板意见不一致？

  3. 犯错解决/面临挑战 （1）有没有犯错？ （2）有没有阻止犯错？ （3）有没有遇到挑战？

  4. 主动解决问题/主动学习 （1）有没有work beyond duty？ （2）在空闲时间做什么？ （3）有个技术难题，你会怎么解决？

亚麻比较独特的一个特点就是，喜欢出“负面”的BQ题。举例： （1）biggest mistake？ （2）有没有miss过dealine？ （3）有没有和组里/老板有冲突？ （4）有没有遇到过难以跨越的挑战？

以上这些题目，在面试中问出来，就会让人觉得压力很大。但是其实也不用慌，遵循下面两个section讲的思路和方向回答就ok了。

二、回答BQ题应该遵循什么思路？

请大家务必：

  1. 举实际的例子
  2. 使用STAR原则来回答！

实际例子这个不用多说了。STAR原则可以给大家稍微介绍一下： S：Situation T：Task A：Action R：Result

我们举个例子，比如回答有没有miss过deadline。

S：我们当时小组在做的是一个什么样的project，要求什么时候完成，任务很临时，时间很紧急 T：我具体做的是哪个section，我遇到了什么样的困难，导致有可能要miss dealine了 A：我采取了什么样的措施（自己加班，问别人，良好的prioritize，找manager要资源）。之后确定了必须要上线的main feature。 R：最终我们成功在deadline之前上了一个work的版本，有些细节后面也及时补上了。从这件事情，我学到了怎么更好的manage时间，prioritize等等。

三、回答亚麻BQ题应该如何切中Leadership Principle

除了思路以外，还要注意的就是，面亚麻一定要踩着14条Leadership Principle来答！非常重要！

（1）Customer Obsession （2）Ownership （3）Invent and Simplify （4）Are Right A Lot （5）Learn and Be Curious （6）Hire and Develop the Best （7）Insist on the Highest Standards （8）Think Big （9）Bias for Action （10）Frugality （11）Earn Trust （12）Dive Deep （13）Have Backbone；Disagree and Commit （14）Deliver Results

建议大家读一下具体介绍：http://customerthink.com/the-14-leadership-principles-that-drive-amazon/

我说的踩着答，指的就是，你每一个回答里面，都要把14条的部分关键词放进去！

还是用miss deadline举例子，你可能可以放进去的有：Ownership，Insist on Highest Standards，Earn Trust，Deliver Results等等。

最后我想说，BQ对amazon面试来说，真的很重要！请大家千万要认真准备！加油！

网友回应

一般SDE II的话，着重考察的就是什么deliver result，bias for action，ownership，learn and be curious之类的。

答的时候原则就是：有担当，能出活，愿意学，守时。

几个小故事的话，就是你可以准备4-5个吧，每个小故事，都能沾上几条的边。这样就差不多了。

The 14 Leadership Principles that Drive Amazon

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Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. It is inspiring to be able to share insight and ideas from those who have been able to take the principles of Customer Experience and firmly embed them into the very fabric of the way their companies work.

The company I have perhaps mentioned more than most is Amazon. Not only am I a regular customer of the global retail giant, I am also a huge fan of the man who founded the company. Only recently, I wrote about Jeff Bezos and why I believe he is a, if not the, role model customer centric leader.

I am always overjoyed when others read my ‘ramblings’, adding their thoughts, perspectives, opinions and insight to the topics I feature. A good friend of mine read the Jeff Bezos article and contacted me shortly afterwards. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, was the question posed to me. I did not. As I say on a daily basis – one of the wonderful things about specialising in a subject, is that I never stop learning more about it. For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by.

What my friend brought to my attention is fascinating – and goes a very long way to explaining why and how Jeff Bezos has been able to create such a strong customer centric culture in his business. If you have never heard about or seen these principles before, I am sure you will find them fascinating AND inspiring as well – here they are…

  1. Customer Obsession Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
  2. Ownership Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say “that’s not my job.”
  3. Invent and Simplify Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here”. Because we do new things, we accept that we may be misunderstood for long periods of time.
  4. Are Right, A Lot Leaders are right a lot. They have strong judgement and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.
  5. Learn and Be Curious Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
  6. Hire and Develop the Best Leaders raise the performance bar with every hire and promotion. They recognise people with exceptional talent and willingly move them throughout the organisation. Leaders develop leaders and are serious about their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice.
  7. Insist on the Highest Standards Leaders have relentlessly high standards – many people may think these standards are unreasonably high. Leaders are continually raising the bar and driving their teams to deliver high quality products, services and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
  8. Think Big Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.
  9. Bias for Action Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.
  10. Frugality Accomplish more with less. Constraints breed resourcefulness, self-sufficiency and invention. There are no extra points for growing headcount, budget size or fixed expense.
  11. Earn Trust Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team’s body odour smells of perfume. They benchmark themselves and their teams against the best.
  12. Dive Deep Leaders operate at all levels, stay connected to the details, audit frequently, and are sceptical when metrics and anecdote differ. No task is beneath them.
  13. Have Backbone; Disagree and Commit Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
  14. Deliver Results Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never compromise.

I. LOVE. THIS!!! Fourteen leadership principles seems like a lot! However, I think it is extremely difficult to read them and disagree. How many leaders are actually demonstrating all fourteen of these? Not enough in my opinion!

Jeff Bezos is THE role model customer centric leader and is instilling global best practice leadership into the way his organisation works. I am inspired by this – I hope you are too.

p.s. you may want to forward this on to a leader you think may learn from it as well!!

By Ian Golding|July 5th, 2017|CX Leadership, CX Professionals, People|[1 Comment]