the Ability to listen to another person is of great value in almost all spheres of our life:
· Helps to understand our interlocutor, to correctly perceive the information that he brings to us;
· Helps us to give the chance to another person to speak, to pour my heart out to share their problems, ideas, thoughts;
· Helps to establish friendly relations.
Listening is a complex, challenging, because head is always filled with many problems.
There are active and passive listening.
Passive listening is characterized by non-interference in the conversation. Except for such phrases: "It's very interesting", "I understand you" etc. Passive listening is especially effective when the source begins to actively Express their feelings and seek to Express their point of view.
To active listening are:
1. Identification and clarification of the words of the speaker (What does that mean? Explain in more detail).
2. Paraphrasing (You think that... As I understand you, this implies that... You're saying that... If I'm not mistaken, that is what you want to say that...).
3. Summarizing (so... to sum up what you have said,... I understand that your main idea is what...).
the Big mistake most people is that they tend to talk a lot. Allow the interviewee to speak and ask him questions.
Rules for the listener.
1. Listening, to smile, nod your head, look the interlocutor in the eye and all the time assents.
2. Try yourself in the process of listening to the interlocutor not to say anything.
3. As often as possible ask questions and clarify. Make sure you accurately understood the interlocutor.
4. Listening to try to understand what was said, and not to seek out inaccuracies or mistakes. Never give estimates heard.
5. Try to empathize with the interlocutor. To do this, look at things through his eyes.
6. during the hearing, be careful not to lose the topic of conversation, do not be distracted.
7. If the person is unpleasant to you, try to restrain their emotions.
the Technique of asking questions.
Who asks the question correctly, he gets the correct answer. Questions:
· Forward the dialogue in the right direction
· to Seize and hold the initiative.
· Intensify interlocutor
· to Give the other person to Express themselves
Gather information
There are several groups of questions:
Closed.
the Closed questions are constructed so that the range of possible answers is limited to two words "Yes", "no". Closed questions limit the field of possible responses of the client.
a Kind of closed question – "tailed" question.
On this question there is only one answer - Yes. Tailed questions consist of two parts. The first part includes a statement, which any normal person will agree. The second part is the various types of interrogative cords, for example: "isn't it?", "Do you agree?", "Really?", "Right?", "Don't you think...?".
Open. They usually begin with the words: "Who", "What", "Where", "How", "How".
Open questions are used more often, talk to the person, to arouse his sense of its importance, to create a comfortable situation. For example: "How do you feel about modern yoga?".
There is another variety of questions – open. They suggest short concise answers. For example: "How many hours a week do you do sports?".
Alternative matters suggest two possible answers, each of which suits posed the question. For such issues a distinctive "or". Example: "You prefer to meet on Monday or Wednesday?".
engaging. Is any positive question about the service that the client would ask myself after purchase services. Objective: to quietly push client on the positive properties of the product, for example: "I guess You'll be happy to go to bath on Saturday?", "I am sure that during training, all the problems will fall away, right?"
Information. help to get information: "Why did you decide to give your child is swimming?", "How do you eat?", "How do you want to lose weight?".
test questions. Such questions need to be asked to find out whether you are listening to the interlocutor, understand or simply assents: "What do you think?" "Do you like me?", "Do you find that...?"
Questions for orientation: "do you have any more questions about this?", "What is your opinion on this item?", "Do you understand what goal we are pursuing?", "And what conclusions did you come?".
Confirming questions. Are set to achieve greater understanding: "You have the same opinion that...", "Surely you too are glad that...?", "You don't think...?".
Study questions. intend to familiarize with opinion of the interlocutor: "are you Happy with our services?", "What effect do you expect?", "What are your goals?".
guiding questions. Allow you to take control of the conversation, "Very good! What do you think of the campaign that ...?", "I understand you. What do you think...?", "I'm sorry, too. May I ask your opinion about...?".
Provocative questions. A kind of challenge, incitement. Sometimes it is necessary to find out the actual intentions of the man: "do You think...?", "Are you sure you can...?", "Did you decide this?".
Questions for reflection. Force the interlocutor to think, "do you Believe...?", "Do you think...?"
Enclosing approval. Their goal is to end the conversation: "so, are you interested in...", "This is very interesting, but...", "it's nice meeting you ...".
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