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Is to seek to hold the attention of a conversation on oneself. It occasionally manifests on the average person when we pretend to be listening, but we were really focusing on what we wa...
Is to not judge or analyze what the person is saying at first. Just focusing on listening and trying to understand their perspective.
The FBI uses a process composed of five sequential stages:
To establish rapport (Stage 3) with the subject, active listening skills (Stage 1) and empathy (Stage 2)...
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First off, you can't get angry too because then there are two angry people.
Tell yourself they are having a bad day. Don't try to shut them up or talk over them. It doesn't ...
Active listening has three components:
Paraphrase: Repeat what they have said in your own words. "If I understand correctly... "
Inquire: "You mentioned you found our proposed price unacceptable. Help me understand how you came to this conclusion?"
Acknowledge: "It sounds as if you're quite disappointed with..."
Active listening should be maintained throughout the conversation.
It also includes body language:
You don't want to argue over the phone or email as they are stripped of facial expressions and gestures and unwittingly simulating a blank emotional radar.
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“In crisis situations, emotions can dictate a person’s actions at the detriment of rational thinking.”
To use communication skills to get a person to change from a negative behavior to a more desirable one.
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