5. Have you ever met a difficult person who always makes you have no idea about how to continue your conversation? When difficult people express themselves, they generally want at least two things:they can be heard and understood. (1)
The first step is to let the difficult person know that you're listening. In fact, through the way you look and sound while he is talking, you may help him to fully express his thoughts and feelings. You do this by nodding your head in agreement, making certain sounds of understanding.
(2)
It's a sign of step two:turning back. It means that you repeat back some words he is using, sending a clear sign that you are listening carefully and that you think what he is saying is important.
What is the next step?After hearing what he has said, it is understanding and summarizing (总结). Start to collect information about what is being communicated. Ask same open-ended questions, which will allow you to find out what he is hoping to express. (3)
. Summarizing helps you fill in the things you may miss. This will show the difficult person that you are making an effort to understand him. (4)
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Listening, repeating, understanding and summarizing can make a difficult person become less difficult and more cooperative. The steps above will surely increase the possibility of a smooth communication. (5)
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A. Then summarize B. When the person begins to repeat what he has said C. Ask him if he feels understood, when you summarize D. Try these suggestions if you meet a difficult person next time E. Here are four steps to help you communicate with this kind of people |