The fourth step is to summarize(概括)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 missed something, he can fill in the details(细节). Second, you've shown that you're making an effort to understand completely. This increases the possibility of gaining cooperation from him.
Having listened carefully, you've now arrived at the point of confirming with the person that he feels satisfied 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.
Topic 35.________ to understand
Reason Difficult people hope they have been heard and
36.________
when they express themselves.
37.________
on listening ◆38.________ in agreement and make some sounds of understanding while a difficult person is speaking.
◆Repeat some
39.________
that you have heard.
◆Collect information about the person's expressions and find his
40.________.
◆Give a
41.________
of what the person has said.
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