奧美listen027

1、 february 2002 “nature has given to man one tongue, but two ears, that we may hear from others twice as much as we speak.” epictetus “speech is a joint game between the talker and the listener against the forces of confusion. unless both make the effort, interpersonal communication is quite hopeless

2、.” norbert weiner in “the human use of human beings” listening 40% writing 9% taking 35% reading 16% rhow is it different from hearing? rtaking in information from speakers while remaining non-judgmental and empathetic racknowledging the talker in a way that invites the communication to continue rpr

3、oviding limited but encouraging input to the talkers response, carrying the persons idea one step forward rthink of your own habits, and bad listeners you know rdaydreaming remotional reaction rswitching out (too technical, complex) rdistractions rtaking too many notes r“private planning” rgetting r

4、eady to speak rinterrupting rjumping to conclusions rfinishing sentences rwandering eyes, poor posture rchanging subject rno response to speaker rimpatience rfaking it (i.e.: pretending youre listening) rfidgeting rthis is more difficult. what good listeners do you know? rwhat makes them good listen

5、ers? rthink of a good listener you know looks at me questions me to clarify what im saying repeats things back doesnt rush me controls emotions r“so, the problem as you see it that?” r“what specifically do you mean by?” r“what you seem to be saying is is that it?” r“l(fā)et me rephrase what i think your

6、e telling me?” rreacts responsively; nods, smiles, frowns rhas alert posture rdoesnt interrupt rstays on subject until ive made my point rgood platforms speakers talk 150-200 words/min. rdont try to write it all rlisten for highlights, key ideas rdont scribble rdont make a big show of writing notes

7、rshow encouragement by: facing speaker keeping eye contact leaning forward slightly open posture rclarify the speakers meaning rget full story ruse open and closed questions rstick to the point. remember purpose of conversation rlisten for central theme, hidden messages rwait for full message, dont

8、prejudge it rdont say “yes, but” be patient rmake sure you understand what youre hearing rrestate points - play back what you think youre hearing rtry to work out the speakers purpose/ motivation ranalyse what youre hearing rlogical? rgeneralisation? revidence? rtrue or false? remotional prejudice?

9、rfact or assertion? rwhole or part of story? rlanguage problem? rbody language? rinformation source? rjargon? rvoice tone? rstay calm: keep self-control rdont get heated nor emotional rkeep an open mind llook interested iinquire with questions sstay on tract ttest your understanding eevaluate the message nneutralise feelings most active listening high medium normal 青蘋果出品青蘋果出品 必屬精品必屬精品 http:/ 淘寶店：http:/ 聯(lián)系qq：1404173290 囊括2007-2010幾十g地產策劃資料地產策劃資料 / 企業(yè)管理人力資源全套企業(yè)管理人力資源全套 / 品牌策劃資料品牌策劃資料/行 業(yè)分析報告分析報