建立支持，不夸大承诺
Adapt a proposal to stakeholder concerns without changing its facts.
理解不同关切，同时保持事实和承诺一致。 本情境为原创练习设定。
1 · 先听见真实对话
Stakeholder: Sales will not fill in another form.
You: Where would this duplicate work you already do? If we can reuse the existing record, we may only need to add the handover details that are missing.
Stakeholder: Support wants every detail included.
You: Which missing details currently prevent you from acting? Let’s make those required and leave background notes optional.
Stakeholder: Can you promise this will save everyone time?
You: That is the hypothesis. The pilot should measure both entry time and the follow-up questions it prevents.
2 · 理解表达在这里做了什么
Make the recommendation
Put the decision where the listener can find it.
The aim is to reduce repeated customer questions during handover.
Use the move when it serves this situation. This is not a phrase that must appear in every answer.Explain the consequence
Show what the proposal changes for people or work.
For sales, we should keep the required fields short enough to complete during the normal workflow.
Use the move when it serves this situation. This is not a phrase that must appear in every answer.Define the next move
Specify an action, condition or question that moves the discussion forward.
For support, the record needs to show the customer’s request, the promise made and the next owner.
Use the move when it serves this situation. This is not a phrase that must appear in every answer.3 · 跟读后，换成自己的信息
The aim is to reduce repeated customer questions during handover.
For sales, we should keep the required fields short enough to complete during the normal workflow.
For support, the record needs to show the customer’s request, the promise made and the next owner.
Let’s test those fields with both teams before deciding on a wider rollout.
保留沟通意图，换掉人物、文件或时间。简单而准确的句子同样有效。
4 · 接住对方的话
Sales will not fill in another form.
Explore the workflow cost.
查看一种可行回答
Where would this duplicate work you already do? If we can reuse the existing record, we may only need to add the handover details that are missing.
Support wants every detail included.
Distinguish essential information from helpful extras.
查看一种可行回答
Which missing details currently prevent you from acting? Let’s make those required and leave background notes optional.
Can you promise this will save everyone time?
Avoid a benefit claim not yet tested.
查看一种可行回答
That is the hypothesis. The pilot should measure both entry time and the follow-up questions it prevents.
5 · 换一个情境，再试一次
Finance supports a new purchase process while engineers fear slower approvals. Explain the shared aim, identify the necessary controls and propose a bounded test of approval time.
What do you recommend, and what should we decide next?
Use the new facts. State the consequence or trade-off and one next action.
- I ask about the stakeholder’s actual concern.
- I keep the factual claim consistent across audiences.
- I propose evidence that can test the expected benefit.
6 · 明天不看答案，再想一次
Adapt a proposal to stakeholder concerns without changing its facts.