2011/09/29

讓對手無從拒絕的「問題說服法」

整理‧撰文 / 謝明彧;取材自《日經Associe》雜誌2008年6月號

「要不要……」「能不能……」「想不想……」在提出邀約或要求時,你是不是經常這樣開頭?面對相熟的家人朋友,這樣的問法當然不成問題,但如果是在拜訪陌生客戶、向廠商提案,甚至是在談判桌上與對手討價還價,往往只會得到一聲「NO!」
著有《說服的技術》《超強提問力》等書的日本律師谷源誠表示,一般人通常會以「要不要……?」的問法提出要求,讓對方只有「好」或「不好」兩種選擇,被直接回絕的機率當然很高。
因此,要是懂得利用各種問題探詢對方意願、引導對方思路,甚至挖陷阱讓對方跳,或許就能轉變對方想法,甚至無法說不。以下是谷源誠強力推薦的4種「問題說服法」,透過提問引導對方,讓你的說服功力大大提升!
1.引導式提問,控制對方思考方向
提案會被拒絕,常是因為雙方想法沒有交集,只要透過一些引導問題,激發對方自行想像的空間,就能找出可能存在的交集,達成一致的共識。
Before
男:「妳喜歡看什麼樣的電影啊?」
女:「愛情故事或喜劇片……」
男:「最近有部國片還不錯,要不要一起去看?」
女:「NO!」
→雙方想法毫無交集,當然會被拒絕!
After
男:「你知道前陣子大熱賣的那部國片嗎?」
女:「《海角七》是嗎?超有趣的呢!」
男:「最近有一部《天涯八》,要一起去看嗎?」
女:(內心OS:這是《海角七》的續集嗎?)「真的嗎?好啊好啊!」
→透過誘導對方的思路,讓對方自行想像,創造想法的交集與興趣,達成說服的目的。
2.誤導式詢問,讓對方無從拒絕
這是在法庭上會被法官禁止的詰問法,但非常有用,也就是避免給予對方是非題,而是透過選擇題提問,讓對方不得不針對其中選項做出回應,就算不想要,也不知如何說不!
Before
男:「要不要和我去約會?」
女:「不要!」
→對方只有「去」或「不去」兩種選擇,當然不和你去!
After
男:「這個星期六去主題樂園和看電影,你會比較想做什麼呢?」
女:「嗯,看電影吧!啊!不過那天我剛好有事耶!」
男:「這樣啊,那就禮拜天一起去看電影吧!」
女:(內心OS:呃,我根本不想去啊!但都已經表態想看電影了,拒絕好像不太好)「嗯,好吧!」
→隱藏「周末一起約會」這個重要目的,透過「看電影vs.遊樂園」「周六vs.周日」,讓對方不得不做出抉擇。
3.假設性探問,讓對方自斷退路
對方要拒絕時,理由往往不只一個,所以先用「假設性問題」讓對方表態,切斷婉拒的各種可能性,再表示「假設其實是真的」,對方就會因為自打嘴巴而無法拒絕了。
Before
男:「要不要和我交往?」
女:「不要!」
男:「我年薪很高哦!」
女:「可是你的長相……」
男:「我台大畢業的耶!」
女:「但是個性……」
→直接顯露「目的」的問法,只要對方一口回絕,就毫無機會。
After
(男方先假裝收入不高的樣子)
男:「你覺得我的長相、學歷和個性還OK嗎?」
女:「嗯。」(內心OS:不置可否)
男:「如果我的年收入很高,妳會考慮和我交往嗎?」
女:「嗯。」(內心OS:不置可否)
男:「其實,我年收入超過1億哦!」
女:(內心OS:啊!找不到拒絕的理由了!)
→運用對方自己的話,把被拒絕的可能性都堵死,使其別無選擇。
4.開放式發問,順著對方思路找答案
提出5W1H的開放式問題,讓對方說出自己的想法,再順勢提出封閉式問句的邀約,對方就會心甘情願地答應。
Before
(上司以充滿威壓感的態度出現)
男:「這次跟我一起到美國出差吧?不‧去‧嗎?」
女:(內心OS:這個爛人!)「呃……我去啊!」
→直接命令的做法,就算逼使對方不敢拒絕,絕對也會心懷不滿,無法達到「被對方接受」的期待。
After
男:「身為女性,妳對家居布置有什麼想法啊?」(開放式問題)
女:「我比較喜歡溫馨風的家居擺設。」
男:「這樣啊,那我下次買家具時,就要挑選這種風格囉?」(開放式問題)
女:「當然,參考女生的觀點,是不錯的做法。」
男:「那這次出差,妳要不要一起去,順便幫我挑家具呢?」(封閉式問題)
女:「好啊!那就一起去吧!」
→透過開放式問題擴展思考廣度,再用封閉式問題引誘出贊同的決定。

source

2011/09/26

市場份額

市場份額(Market shares)

目錄

[隱藏]

市場份額的定義

市場份額指一個企業的銷售量(或銷售額)在市場同類產品中所占的比重。市場份額是企業的產品在市場上所占份額,也就是企業對市場的控制能力。企業市場份額的不斷擴大,可以使企業獲得某種形式的壟斷,這種壟斷既能帶來壟斷利潤又能保持一定的競爭優勢。

市場份額的測算方法

市場份額根據不同市場範圍有4種測算方法 :
總體市場份額(又稱絕對市場份額) 。指一個企業的銷售量(額)在整個行業中所占的比重;
目標市場份額(客戶份額)。指一個企業的銷售量(額)在其目標市場,即在它所服務的市場(客戶)中所占的比重。一個企業的目標市場的範圍小於或等於整個行業的服務市場,因而它的目標市場份額總是大於它在總體市場中的份額 ;
相對於3個最大競爭者的市場份額(又稱相對市場份額) 。指一個企業的銷售量和市場上最大的 3 個競爭者的銷售總量之比。如:一個企業的市場份額是30% ,而它的3個最大競爭者的市場份額分別為20%,10%,10%,則該企業的相對市場份額就是30%÷40%=75% ,如4個企業各占25%,則該企業的相對市場份額為25%/75%=33%。一般地,一個企業擁有33%以上的相對市場份額,就表明它在這一市場中有一定實力;
相對於最大競爭者的市場份額(相對市場份額)。指一個企業的銷售量與市場上最大競爭者的銷售量之比 。若高於100% ,表明該企業是這一市場的領袖。

什麼情況下高的市場份額意味著帶來高額利潤

談到高的市場份額,一般來講,在以下兩種情況下,高的市場份額意味者帶來高額利潤。
1、單位成本隨著市場份額的提高而降低。這是由於市場領導者所經營的工廠較大,享有成本上的規模,另外成本經驗曲線下降較快,所以單位成本下降。
2、公司提供優質高價的產品,同時價格的升高要超過高質量所帶來的額外成本。提高產品質量並不會增加公司的成本,因為公司也因此減少了廢料和售後服務等消耗。而且如果其特色非常適合消費者需要的話,他們寧願為此支出超過成本的價格。這種既可增加市場份額又能帶來盈利的策略已經被日本索尼公司所採用。

提高市場份額的方法

談到高的市場份額,一般來講,在以下兩種情況下,高的市場份額意味者帶來高額利潤。
  • 單位成本隨著市場份額的提高而降低。這是由於市場領導者所經營的工廠較大,享有成本上的規模,另外成本經驗曲線下降較快,所以單位成本下降。
  • 公司提供優質高價的產品,同時價格的升高要超過高質量所帶來的額外成本。提高產品質量並不會增加公司的成本,因為公司也因此減少了廢料和 售後服務等消耗。而且如果其特色非常適合消費者需要的話,他們寧願為此支出超過成本的價格。這種既可增加市場份額又能帶來盈利的策略已經被日本索尼公司所採用。
  • 提高企業/商品的無形資產也是提高產品市場份額的一個方法。

2011/09/22

The jobless young (上)

The jobless young

Left behind

The harm today’s youth unemployment is doing will be felt for decades, both by those affected and by society at large





MARIA GIL ULLDEMOLINS is a smart, confident young woman. She has one degree from Britain and is about to conclude another in her native Spain. And she feels that she has no future.

Ms Ulldemolins belongs to a generation of young Spaniards who feel that the implicit contract they accepted with their country—work hard, and you can have a better life than your parents—has been broken. Before the financial crisis Spanish unemployment, a perennial problem, was pushed down by credit-fuelled growth and a prolonged construction boom: in 2007 it was just 8%. Today it is 21.2%, and among the young a staggering 46.2%. “I trained for a world that doesn’t exist,” says Ms Ulldemolins.

Spain’s figures are particularly horrendous. But youth unemployment is rising perniciously across much of the developed world. It can seem like something of a side show; the young often have parents to fall back on; they can stay in education longer; they are not on the scrapheap for life. They have no families to support nor dire need of the medical insurance older workers may lose when they lose their jobs. But there is a wealth of evidence to suggest that youth unemployment does lasting damage.


(註:關於OECD介紹)

In the past five years youth unemployment has risen in most countries in the OECD, a rich-country club (see chart 1). One in five under-25s in the European Union labour force is unemployed, with the figures particularly dire in the south. In America just over 18% of under-25s are jobless; young blacks, who make up 15% of the cohort, suffer a rate of 31%, rising to 44% among those without a high-school diploma (the figure for whites is 24%). Other countries, such as Switzerland, the Netherlands and Mexico, have youth unemployment rates below 10%: but they are rising.

The costs mount up
In tough times young people are often the first to lose out. They are relatively inexperienced and low-skilled, and in many countries they are easier to fire than their elders. This all goes to make them obvious targets for employers seeking savings, though their low pay can redress things a little. In much of the OECD youth-unemployment rates are about twice those for the population as a whole. Britain, Italy, Norway and New Zealand all exceed ratios of three to one; in Sweden the unemployment rate among 15- to 24-year-olds is 4.1 times higher than that of workers aged between 25 and 54.

Not only is the number of underemployed 15- to 24-year-olds in the OECD higher than at any time since the organisation began collecting data in 1976. The number of young people in the rich world who have given up looking for work is at a record high too. Poor growth, widespread austerity programmes and the winding up of job-creating stimulus measures threaten further unemployment overall. The young jobless often get a particular bounce in recoveries: first out, they are often also first back in. But the lack of a sharp upturn means such partial recompense has not been forthcoming this time round. In America the jobs recovery since 2007 has been nearly twice as slow as in the recession of the early 1980s, the next-worst in recent decades—and from a worse starting-point. In some countries a rigging of the labour market in favour of incumbents and against the young makes what new jobs there are inaccessible.

Youth unemployment has direct costs in much the same way all unemployment does: increased benefit payments; lost income-tax revenues; wasted capacity. In Britain a report by the London School of Economics (LSE), the Royal Bank of Scotland and the Prince’s Trust puts the cost of the country’s 744,000 unemployed youngsters at £155m ($247m) a week in benefits and lost productivity.



Some indirect costs of unemployment, though, seem to be amplified when the jobless are young. One is emigration: ambitious young people facing bleak prospects at home often seek opportunities elsewhere more readily than older people with dependent families. In Portugal, where the youth unemployment rate stands at 27%, some 40% of 18- to 30-year-olds say they would consider emigrating for employment reasons. In some countries, such as Italy, a constant brain-drain is one more depressing symptom of a stagnant economy. In Ireland, where discouragement among young workers has shot up since 2005 (see chart 2), migration doubled over the same period, with most of the departed between 20 and 35. This return of a problem the “Celtic tiger” once thought it had left behind is treated as a national tragedy. (未完待續)

Vocabuary
1.        perennial [pəˋrɛnɪəl] 終年的, 常年的
2.        fuell
3.        prolonged [prəˋlɔŋd] 延長的; 拖延的
4.        staggering [ˋstægərɪŋ] 搖晃欲倒的
5.        horrendous [hɔˋrɛndəs] 可怕的
6.        perniciously [pɚˋnɪʃəslɪ] 有害地; 有毒地; 致命地
7.        fall back on後退跌在(某物)
8.        scrapheap [ˋskræp͵hip] 廢物堆; 棄置廢物之處
9.        insurance [ɪnˋʃʊrəns] 保險; 保險契約[U][(+against)]
10.    dire [daɪr] 可怕的; 悲慘的
11.    cohort [ˋkohɔrt] 一隊人; 一群人
12.    diploma [dɪˋplomə] 畢業文憑, 學位證書
13.    redress [rɪˋdrɛs] 糾正, 矯正; 革除
14.    exceed [ɪkˋsid] 超過; 勝過[(+in)]
15.    ratio  [ˋreʃo]  ; 比率; 【數】比例
16.    mount up登上
17.    organisation【英】=organization
18.    partial  [ˋpɑrʃəl]  部分的, 局部的; 不完全的[Z]
19.    recompense [ˋrɛkəm͵pɛns] 酬報, 酬謝; 回報, 懲罰
20.    rigging [ˋrɪgɪŋ] (船的)索具[the S]
21.    incumbent  [ɪnˋkʌmbənt] 負有職責的, 義不容辭的[F][(+on/upon)]
22.    productivity [͵prodʌkˋtɪvətɪ] 生產力; 生產率
23.    amplified [ˋæmplə͵faɪ] 放大(聲音等); 增強
24.    emigration [͵ɛməˋgreʃən] 移居; 移民出境[U][C]
25.    bleak [blik] 荒涼的; 無遮蔽的, 遭受風吹雨打的
26.    symptom [ˋsɪmptəm] 症狀, 徵候[(+of)]
27.    stagnant [ˋstægnənt] 不流動的, 停滯的
資料來源:
http://www.economist.com/node/21528614

2011/09/20

Drive' is a Wild Ride

Arts & Culture
September 16, 2011

'Drive' is a Wild Ride

Ryan Gosling stars in raw, intense film noir

As the pre-Oscar season revs up, the movie heavy weights are coming out. One is the film noir “Drive,” directed by Nicolas Winding Refn. A raw and esoteric action drama, “Drive” offers intense visuals and an excellent cast.

The Danish filmmaker won best director for "Drive" at the Cannes Film Festival in May. The camera tells the story through
fleeting glances, long close ups and violent bursts of action. The dialogue is lean.

"And so when we went into the film, I asked the director if he was O.K. if we just take out anything that was unnecessary in terms of dialogue," says Ryan Gosling, who stars in the film. "And when we started going through it, we realized that there really wasn't much that was necessary and that you could maybe tell a story more effectively without dialogue."

Tension is in high
gear during the opening getaway scene. The driver is calm as he maneuvers his silver Impala on the streets of L.A. Suddenly, he bursts into action, evading police. After experiencing these five intoxicating minutes before the opening credits, we know the two-hour ride will be worth it.

We know nothing about the driver’s past. He is
taciturn but reliable and skilled behind the wheel. Apart from his getaways, he works as a stuntman in Hollywood and a garage mechanic. He is amoral until he falls in love with Irene, played by Carey Mulligan.

Irene is married to a
convict. When he gets out of prison, he’s forced to do a robbery.

If he
refuses, his family will die, so the driver offers to help him out. But things go wrong. Irene’s husband has been set up by the mafia and is murdered. The driver is left with $1 million in a bag and mobsters on his trail.

The film recalls action dramas of the 1980s and superhero comics.
The driver becomes the
avenger. He's a noble hero who is introspective and sweet but can turn deadly. At times, to advance the story, Refn goes surreal.
"It's like a fairy tale
structure, you know," Refn says. "It slowly builds up the momentum and then the knight has to slay the dragon or kill the witch or the evil this or the evil that."

Gosling offers a
textured performance as the Driver, showing his versatility in what is already a promising career.

"Drive" has all the elements of a
cult film: strong characters, depth, great cinematography and breathtaking chases. Some may not like the violence but, like in Quentin Tarantino’s signature films, it's integral to the story.

單字
  1. rev[rɛv]發動機的旋轉(口語)
  2. intense [ɪnˋtɛns]強烈的/劇烈的
  3. fleeting glances [ˋflitɪŋ] [glæns]瞥視
  4. burst [bɝst]爆炸
  5. evade [ɪˋved]閃躲/逃避
  6. intoxicating [ɪnˋtɑksə͵ketɪŋ]使醉的
  7. amoral [eˋmɔrəl]與道德無關的
  8. robbery [ˋrɑbərɪ] 搶劫/盜取
  9. refuses[rɪˋfjuz]拒絕
  10. introspective[͵ɪntrəˋspɛktɪv]自省的/內省的/反思的
  11. structure[ˋstrʌktʃɚ]組織/結構/構造
  12. versatility[͵vɝsəˋtɪlətɪ]多才多藝的
  13. integral[ˋɪntəgrəl]構成整體所必需的, 不可缺的[(+to)] 
  14. esoteric [͵ɛsəˋtɛrɪk] 祕傳的, 難理解的 
  15. raw [rɔ] 生的, 未煮過的
  16. noir [nwɑr] 【法】輪盤戲中黑色數字的
  17. lean  [lin]  傾斜
  18. gear [gɪr] 齒輪; 傳動裝置; (汽車)排檔[c][u]
  19. getaway [ˋgɛtə͵we] 逃走
  20. calm [kɑm] 鎮靜的, 沈著的
  21. maneuvers [məˋnuvɚ] (部隊等的)調動; 機動
  22. taciturn [ˋtæsə͵tɝn] 沈默寡言的; 無言的
  23. stuntman  拍攝危險鏡頭時做電影演員替身的雜技演員
  24. garage [gəˋrɑʒ]  車房, 車庫; 飛機庫
  25. mechanic [məˋkænɪk]  機械工, 修理工, 技工[c]
  26. convict [kənˋvɪkt] 證明...有罪; 判...有罪, 判決[h][(+of)]
  27. mobster [ˋmɑbstɚ] 【俚】暴徒(或流氓)集團的一份子; 匪徒
  28. trail  [trel] 拖, 曳
  29. avenger  [əˋvɛndʒɚ] 復仇者
  30. noble  [ˋnob!]  高貴的, 高尚的, 崇高的
  31. surreal [səˋriəl] 超現實的; 超現實主義(派)的; (夢幻般)荒誕不經的
  32. momentum [moˋmɛntəm] 【物】動量, 衝量[u][c]
  33. textured [ˋtɛkstʃɚd] 具有特定結構的
  34. cult [kʌlt] 膜拜, 膜拜儀式
  35. cinematography  [͵sɪnəməˋtɑgrəfɪ]電影藝術
  36. chase [tʃes] 追逐; 追捕; 追蹤
  37.  breathtaking [ˋbrɛθ͵tekɪŋ] 驚人的


source

2011/09/15

Unemployment Rises in Spain


Europe
 September 02, 2011
Unemployment Rises in Spain
Selah Hennessy | London
A man offers his queue ticket as people wait in line to enter a government job center in Marbella, Spain, September 2, 2011.
Photo: REUTERS
A man offers his queue ticket as people wait in line to enter a government job center in Marbella, Spain, September 2, 2011.
Spain's Labor Ministry says the number of people filing claims for unemployment benefits rose in August, bringing the total to 4.13 million.  European governments, like many around the world, are struggling to bolster economic growth while containing major public deficits.
#The number claiming unemployment benefits in Spain went up by more than 50,000 last month.

Spain's Labor Ministry says the hike is typical of the month of August but, nonetheless, discouraging.

"Spain has the largest unemployment rate in the euro area and one of the largest unemployment rates in the world," noted Javier Diaz-Gimenez, professor of economics at the IESE Business School in Madrid. "In fact, our employment rate currently is about twice the euro area average and about three times the unemployment rate in Germany."

Spain's unemployment rate is more than 20 percent.  For those under the age of 25, it is more than 45 percent.

But economic growth does not appear to be on the horizon.  Spain, like a number of European nations, is struggling with a major public deficit.

Greece, Portugal and Ireland have already had to borrow money from their euro neighbors in order to avoid defaulting on their debts.  It has not yet come to that in Spain, and its lawmakers want to keep it that way.

On Friday, the lower house of parliament approved an amendment to the constitution that will force the government to keep its deficit low in the future.  The legislation is now set to go to parliament's upper house.  The controversial move is aimed at calming investor fears over Spain's public finances.

Diaz-Gimenez says controlling sovereign debt means hikes in taxes and cuts in public spending, policies that do little to stimulate economic growth.

"Policymakers in Spain face this hard choice between growth and budget stability, and they are choosing budget stability because it is the lesser of the two evils," added Diaz-Gimenez.

Governments across Europe and beyond are facing a similar conundrum.

In Italy, economic experts from around the world gathered for the annual Ambrosetti Economy Forum on Friday.  Worries about recession and slow growth opened the talks, with New York University economist Nouriel Roubini warning of a "significant probability" of a double-dip recession.

Speaking from the conference, Harvard University Economics Professor Martin Feldstein says the outlook in the United States and across much of Europe is grim, not to mention Spain.

"The numbers that we've seen recently for the U.S. on manufacturing, on construction, on consumers' sentiment tell me that the odds have gotten much greater, that the U.S. is going to continue to decline, and that we are going to be in a formal recession before the end of the year," Feldstein noted.  "In Europe, again I don't think you can talk about a single outlook for Europe.  Germany is strong, Greece is in terrible shape, Spain has 20-plus percent unemployment.  So some of the countries are already in economic downturn here in Europe."

The U.S. Bureau of Labor Statistics said Friday that nonfarm payroll employment was unchanged in August, keeping the unemployment rate at 9.1 percent.  14 million Americans are out of work.


1.         queue  [kju]  (人或車輛等的)行列, 長隊
2.         bolster  [ˋbolstɚ]  長枕; 墊枕; 靠枕  支撐; 加固; 援助; 支持[(+up)]
3.         deficits  [ˋdɛfɪsɪt] 不足額; 赤字[c]
4.         nonetheless nʌnðəˋlɛs]  但是; 仍然
5.         discouraging [dɪsˋɪɪŋ] 令人沮喪的, 使人洩氣的
6.         average  [ˋævərɪdʒ]  平均, 平均數[c]
7.         horizon [həˋraɪzn] (知識, 經驗等的)範圍; 眼界; 視野[c]
8.         parliament [ˋpɑrləmənt] 議會, 國會
9.         amendment  ˋmɛndmənt]  改正, 修正; 改善[u][c]
10.      controversial  kɑntrəˋvɝʃəl] 爭論的; 可疑的
11.      sovereign  [ˋsɑvrɪn]  君主, 元首; 最高統治者
12.      stimulate  [ˋstɪmjə͵let]  刺激; 激勵; 使興奮; 促使[(+to/into)]
13.      conundrum  [kəˋnʌndrəm]  謎語; 難題; 機智問答
14.   grim  [grɪm] 無情的; 嚴厲的; 殘忍的


source

Americans Hold Somber Observances of September 11 Attacks


A decade after Islamic terrorists hijacked four passenger planes and turned them into weapons to claim nearly 3,000 lives, people in the United States on Sunday somberly marked the September 11 anniversary with memorials at the scenes of the attacks.

#The names of the nearly 3,000
victims at the World Trade Center speak volumes. The terrorist attacks in New York 10 years ago touched people of all backgrounds, races and ages.

"And my father, Sebastian Gorki, who I never met because I was in my mom's belly. I love you, father. I love you for loving the idea of having me. You gave me the gift of life, and I wish you could be here to enjoy it with me," said Nicholas Gorki.

Bells tolled to mark the moments when hijacked planes struck the twin towers, and when those towers collapsed.

Among the crowd at the National September 11 Memorial, President Barack Obama and his wife Michelle; former President George W. Bush and his wife Laura, and New York City's mayor in 2001, Rudolph Giuliani. "God bless every soul that we lost. God bless the family members who have to
endure that loss, and God guide us to our reunion in heaven, and God bless the United States of America," he said.

The decade has not dulled the sense of loss.
"Miss my son every day of his, of my life. Ten years seem like 10 minutes right now," said one woman.
Elsewhere, mourners gathered in a field in Shanksville, Pennsylvania, where a hijacked plane crashed after passengers overpowered their attackers.

The Obamas appeared there, too, and shared a reflective moment.

And just outside the nation's capital, a
remembrance at the Pentagon, where 184 people died when another plane struck the building.

Vice President Joe Biden spoke of the
resilience of the victims' families. "You let them know that hope can grow from tragedy, that there can be a second life," he said.

Year after year, people come back to the scenes of the three attacks, united in their collective loss.


單字
1.     terrorists [ˋtɛrərɪst]恐怖分子/恐怖主義者
2.     hijack [ˋhaɪ͵dʒæk]挾持
3.     somberly[ˋsɑmbɚlɪ]昏暗地/憂鬱地
4.     volumes[ˋvɑljəm]/
5.     collapse[kəˋlæps]倒塌
6.     dull[dʌl]無光澤的
7.     mourner[ˋmornɚ]哀悼者/送葬者
8.     overpower[͵ovɚˋpaʊɚ]制伏
9.     reflective[rɪˋflɛktɪv]反射的
ps.反映的[(+of)]
These comments by Joy and Lester were reflective of the general attitude. 喬伊和萊斯特的這些評論反映了普遍的態度

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