区别对待人和事 Separating the People from the Problem
做生意得和不同类型（personality types）、不同背景（backgrounds）的人打交道。谈判中也难免遇到让你头昏脑胀的对手。这个时候，正确引领自己的情绪，把任何事区分开来对待（dealing with）就非常关键。
无论如何你要保持清醒的头脑，掌握话语的主动权。僵持不下时要分析问题的症结所在，引导对方保持理性。必要时可以提议休息片刻。
☉Let’s get back to the issue on hand.
让我们回到手头的问题上来。
☉We’ve been over this before, but I still feel we haven’t reached a good solution.
这个问题以前我们反复研究过，但是我觉得我们仍然没有找到一个很好的解决方案。
☉I feel frustrated with the problems we are encountering.Let’s take a little break before we go back to this area.
对于我们现在遇到的问题，我感到有些烦躁。让我们在继续谈这个问题前稍作休息吧。
☉I can see that we have some conflict here.
我知道我们在这里有些矛盾了。
☉I know that we haven’t seen eye to eye on all these issues, but let’s try to iron out the problems.
我知道我们无法在所有的事项上都观点统一。但是，我们一起努力就能解决问题。
☉I can feel you are frustrated about some of the terms of our agreement, isthat right？
我感觉您对我们协议中的一些条款感到烦恼了，对吗？
☉Let’s focus on what we can do to solve our problem.
让我们把注意力集中到如何解决我们的问题上。
☉Let’s take a look and see what areas are workable.
让我们来看看哪些领域是可操作的。
避免敌意
避免谈判参与方感觉自己被批评或被攻击（criticized or attacked）。如果对方感到敌意或不满而处处设防（on the defensive），则意味着要说服他接受你的建议是相当的困难。为了避免不必要的误会，可以稍作解释，释放善意。
☉I understand that you have a different opinion.I understand why you feel that way. Let me explain the reasons why I see another option.
我明白您有不同的观点，我也明白您为什么那样想。让我解释一下为什么我有另外的想法。
☉We know we aren’t seeing eye to eye, but let’s work to solve the problem together.
我知道我们的意见无法一致，但是我们一起努力就能解决问题。
☉You’re right on about that aspect, but I wonder if you have considered……
从这点上来讲您是对的，但是我想知道您是否考虑过……
☉I know you don’t agree with my idea, but maybe you can explain another way to meet my needs.
我知道您不赞同我的观点，但是也许您可以用另外的途径来满足我的要求。
着眼全局
将注意力集中到解决问题的方式上，而不是因为对方的只言片语就捕风捉影。主动体谅对方（put yourself in their shoes），而不要总觉得对方不怀好意（malignant）。总之，要正确引导自己的意识，着眼大局。
☉The errors with the shipment were nobody’s fault.We need to work out our miscommunications so there are no future errors.
船运的错误不是谁的过错。我们得完善沟通才能避免未来的错误。
☉I understand you can’t meet my shipment deadline.However, we need to come up with some options that will get my delivery there faster. Let's brainstorm.
我理解您无法满足我们的货运时限。但是，我们得拿出一些办法来使得交货更快些。让我们动动脑子。
自我调解
即便是矛盾出现的时候，也要互相体谅，给对方些许时间来“消消气”（let off steam）。发现自己的情绪有些激动的时候，就提议休息片刻（take a break）来调整情绪。动怒不会有任何的帮助，反倒会“火上浇油”。
A：I can't believe you are being so unreasonable. You have to guarantee a shipment date of two weeks, or we will just have to call off the whole deal. You won't even budge on this one.I can't stand it！
B：Okay, I can see we have some conflict here. I know that we haven't seen eye to eye on all these issues, but I am sure we can work together to iron out the problems. I can see that we are both frustrated.Maybe we should take a little break before we continue talking about this area.
A：我真不敢相信您这样不讲理。您必须保证两周的货运时间，否则我们将取消整个交易。您连这点都不让步，我真受不了！
B：好的，我知道我们在这里有些矛盾了。我知道我们无法在所有的事项上都统一观点，但是我肯定我们一起努力就能解决问题。我明白我们两个都有点烦躁了。也许我们应该先休息一会儿，然后继续谈这个问题。
总结一团和气的谈判太少见了，矛盾的冲撞反倒是正常的。如果不能从大局着眼，就事论事，双方只能针锋相对、相持不下。总之，要积极引导、自我调节、互相理解、取得双赢。总不能因为不喜欢对方的个性就放弃机会，那不是在和钱作对吗？
Words 单词表error错误
frustrate沮丧，受挫
investment投资
miscommunication误解，沟通不利
negotiation谈判
production生产
quotation报价
satisfy满足
shipping船运
supplier供应商，供货商
term条件
workable可行的，行得通的
Phrases 短语表be over（go over）sth反复研究，仔细琢磨某事
focus on聚焦，集中于
free to（do sth）无须拘束地去做（某事）
issue on hand手头的问题
just yet但只要；恰好这时
make an investment投资
meet needs满足需求
more power to you加油
no kidding不开玩笑
price tag价格标签，价格牌
reach a solution找到方法/解决方案
see eye to eye看法一致
settle for满足于；勉强接受
shipping method运送方式/货运方式
solve a problem解决问题
the whole problem整个问题
You'd better（do sth）你最好（做某事）
实景对话1A：Let's get back to the issue on hand. We need to agree on the price and the delivery times. I know we've been over this before, but I still feel we haven't reached a good solution.
B：We've be over this so many times！If you are not satisfied with our quotation, you're free to look elsewhere. You really won't find anyone much lower than us.And if you do, more power to you.
A：No, Mr. Lin, we are not interested in looking for a new supplier just yet.
We have already made an investment of time in this negotiation. So let's focus on what we can do to solve our problem.
B：We cannot offer you any more of a discount unless you are willing to settle for a later delivery date.
A：Let's take a look and see what areas are workable. You say the discount you originally offered is related to the production date, so if we want a sooner production date, we have a higher cost. Is that right?
B：Yes. That's the whole problem.We need time for production.
A：You're right on about that aspect, but I wonder if you have considered different options for shipping. If we choose a different shipping method, perhaps we could still keep a later production date but receive our products sooner.
B：That won't work because the faster shipping also comes with a higher price tag. If you want a lower price, you'd better think of something else.
A：I know you don't agree with my idea, but maybe you can explain anotherway to meet my needs.
A：让我们回到手头的问题上来。我们得商定价格和交货时间。我知道这个问题以前我们反复研究过了，但是我觉得我们仍然没有找到一个很好的解决方案。
B：这个问题我们已经谈过很多次了！如果您对我们的报价不满意，您完全可以到别处看看。您找不到比我们价格更低的了。如果您愿意（找），那就尽管找吧！
A：不是的，林先生，我们这个时候没有兴趣再找一个新的供应商。在这笔生意上我们已经投入了很多时间。所以我们还是将精力集中到如何解决问题上吧。
B：如果您不愿意接受一个稍晚的交货时间的话，我们没有办法再给您任何折扣了。
A：我们来看看在哪个环节还能调整。您说之前提供的折扣跟生产日期有关，所以，如果我们要更早的生产时间，我们就要付更高的费用，对吗？
B：是的，所有的问题都在于时间。我们生产是需要时间的。
A：从这点上来讲您是对的，但是我想知道您是否考虑过不同的运送方式，如果我们选一个别的货运方式，也许我们可以在延后生产时间的同时提前到货时间。
B：那行不通，因为更快的货运同样伴随着更高的费用。如果您想要更低的价格，您得考虑别的方面。
A：我知道您不赞同我的观点，但是也许您可以另找途径来满足我的要求。
实景对话2A：I can't believe you are being so unreasonable. You have to guarantee a shipment date of two weeks, or we will just have to call off the whole deal. You won't even budge on this one.I can't stand it！
B：Okay, I can see we have some conflict here. I know that we haven't seen eye to eye on all these issues, but I am sure we can work together to iron out the problems. I can see that we are both frustrated.Maybe we should take a little break before we continue talking about this area.
A：No, that's okay. Sorry, I just need you to understand how important the timing is on this shipment. The last shipment we got was a month late， and the result was that we ended-up losing a ton of money on that deal.
B：The errors with that shipment were nobody's fault.We need to workout our miscommunications so that there are no future errors.
A：No kidding！
B：I can feel you are frustrated about some of the terms of our agreement， is that right？
A：Yes. The whole problem is the timing.We aren't seeing eye to eye, but let's work to solve the problem together.
B：We can't meet your shipment deadline now because there is not enough time to make application to customs.
A：I understand you can't meet my shipment deadline. However, we need to come up with some options that will get my delivery there faster. Let's brainstorm.
A：我真不敢相信您这么不讲理。您必须保证两周的货运时间，否则我们将取消整个交易。您连这点都不让步，我真受不了！
B：好的，我知道我们在这里有些矛盾了。我知道我们无法在所有的事项上都观点统一，但是我肯定我们一起努力就能解决问题。我知道我们两个都有点烦躁了。也许我们应该在继续谈这个问题前稍作休息。
A：不，没事。对不起，我就是想让您知道货运的时间是多么的重要。上一次的货运晚了一个月，导致那笔交易我们赔了很多钱。
B：上次的船运不是谁的错。我们消除不良沟通才能避免以后的错误。
A：别逗了！
B：我感觉您对我们协议中的一些条款感到烦恼了，对吗？
A：是的，所有的问题都在于时间。我们的意见无法一致，但是我们一起努力就能解决问题。
B：我们现在无法满足您的货运时间底线，因为我们没有足够的时间来向海关申请。
A：我理解您无法满足我们的货运时限。但是，我们得拿出一些办法来使得交货更早些。让我们动动脑子。
