The first step is cooperating. How does a difficult person know that you’re listening and understanding? In fact, it’s through the way you look and sound while he is talking.

　　17

　　When the person begins to repeat what’s been said, it’s signal of step two: turning back.

　　18

　　Send a clear signal that you’re listening carefully and that you think what he is saying is important.

　　Having heard what he has to say, the next step is clarifying. At this point, you start to gather information about what is being communicated.

　　19

　　The fourth step is to summarize（概括）what you’ve heard.

　　20

　　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. Ask if he feels understood.

　　When enough sincere listening, questioning, and remembering are brought together, understanding is usually achieved and a difficult person becomes less difficult and more cooperative.

　　Ask some open-ended questions, which will allow you to figure out what intention he is hoping to satisfy.

　　This allows you to make sure that both you and the difficult person are on the same page.

　　C. It means that you repeat back some words he is using.

　　D. When difficult people express themselves orally, they generally want at least two

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