鄺錦賢

序一 .......................................................................................003
序二 .......................................................................................005
序三 .......................................................................................007
自序 .......................................................................................008

第一章 管控情緒化險.............................................................013
1.1 情緒陷阱.............................................................014
1.2 情緒要義.............................................................018
1.3 情緒管理.............................................................020
1.4 情緒自控...............................................................023
1.5 情緒他控.............................................................026
1.6 化解指罵.............................................................027
1.7 總結....................................................................028

第二章 轉對立為對話..............................................................029
2.1 聆聽是對話之本...................................................030
2.2 聽到負評時..........................................................031
2.3 被人出口攻擊時...................................................033
2.4 放慢節奏和減低聲浪............................................038
2.5 洗耳恭聽法則.......................................................040
2.6 友善溝通..............................................................042
2.7 處理異議步驟.......................................................048
2.8 共同解決問題.......................................................050
2.9 提問說服對方.......................................................051
2.10 友善說「不」......................................................053
2.11 尊重是靈丹...........................................................058
2.12 總結....................................................................059

第三章 說服力之妙用.............................................................061
3.1 說服的意義..........................................................062
3.2 說服的條件..........................................................063
3.3 總結....................................................................071

第四章 議價戰術分析.............................................................073
4.1 戰術的重要..........................................................074
4.2 議價戰術.............................................................075
4.3 總結.....................................................................084

第五章 議價戰術實踐.............................................................085
5.1 戰術案例..............................................................086
5.2 議價戰術分析.......................................................091
5.3 總結.....................................................................096

第六章 議價的是與非.............................................................097
6.1 有人喜歡議價..............................................  .....098
6.2 議價的原因..........................................................099
6.3 議價心理戰..........................................................101
6.4 議價練習..............................................................102
6.5 參考答案..............................................................104
6.6 總結.....................................................................111

第七章 談判精粹金句.............................................................113
總結 ...........................................................................134