When difficult people express themselves orally, they generally want at least two things: they’re been heard and they’re been understood. As a good communicator should be a good listener, five steps are advocated towards good listening.
The first step is cooperating . 16 In fact, it's through the way you look and should while he is talking. 17 You do this by nodding your head in agreement, making certain sounds of understanding.
When the person begins to repeat what's been said, it's signal of step two: turning back. It means that you repeat back some words he is using, sending a clear signal that you're listening carefully and that you think what he is saying is important.
___18 At this point, you start to gather information about what is being communicated. Ask some open-ended questions, which will allow you to figure out what intention he is hoping to satisfy.
The fourth step is to summarize what you've heard. This allows you to make sure that both you and the difficult person are on the same page. When you do this, two things happen. First, if you've shown that you're making an effort to understand completely. 19 Having listened carefully, you've now arrived at the point of confirming with the person that he feels that his thoughts have been fully voiced. 20
When enough sincere listening, questioning, and remembering are brought together, understanding is usually achieved and a difficult person becomes less difficult and more cooperative.
A. You may help him to fully express his thoughts and feelings.
B. Why does this happen?
C. Ask if he feels understood.
D. This increases possibility of gaining cooperation from him.
E. Talk with him about what he thinks of his expression.
F. Having heard what he has to say, the next step is clarifying.
G. How does a difficult person know that you’re listening and understanding?
GAFDC
—Good afternoon. My name is Peter. I’m the general manager of the personnel department. I’ll be interviewing you. Please sit down.
— 61 , Peter. My name’s Jon. Jon Smash.
—Well, Jon, it’s a pleasure to meet you. 62 .
—I’ve been a manager at Nike for over three years. I won manager of the year award two years ago, and I got promoted last August.
—OK. Tell me about yourself…your personality.
— 63 . I think before I act, and if something goes wrong in our company I always remain calm. I never scream at my employees. And I’ve never lost my temper.
— 64 ?
—I think I’m good at solving problems. 65 . I also love challenges. I work well under pressure. When my boss pushes me to finish a project early I always get it done and never complain.
—Jon, you seem like a very good manager. I like your ambition. You’re very confident and motivated. We like that here at Microsoft. Well, our interview is over……
A. I’m glad it’s you who will offer me the opportunity to get the job B. I enjoy approaching problems directly C. Nice to meet you D. What are your strengths E. I owe my success to my employees F. Tell me about your work experience G. I think I’m very level-headed |
61. _______ 62. _______ 63. _______ 64. _______ 65. _______