Having listened carefully, you’ve now arrived at the point of confirming with the person that he feels satisfied that this thoughts have been fully voiced. Ask if he feels understood.
Then enough sincere listening, questioning, and remembering are brought together, understanding is usually achieved and a difficult person becomes less difficult and more cooperative.
Topic (1)
to understand
Reason Difficult people hope they have been heard and(2)
when they express themselves.
(3)________ ◆(4)
in agreement and make some sounds of understanding while a difficult person is speaking.
◆Repeat some(5)
that you have heard.
◆Collect information about the person’s expressions and find his(6)
.
◆Give a(7)
of what the person has said.
◆Confirm that the person gains(8)
from speaking his thoughts.
Result A difficult person will be(9)
to cooperate with if understanding is achieved.
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