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

　　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 1.________to understand

　　Reason Difficult people hope they have been heard and 2.________when they express themselves.

　　3.________

　　on listening ◆ 4.________in agreement and make some sounds of understanding while a difficult person is speaking.

　　◆Repeat some 5.________that you have heard.

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