商务英语沟通listeningskill.ppt

Topic2 Listeningskills聆听技巧 Whichdoyouprefertalkingorlistening Thelisteningprocess Whilehearingisapassiveprocess listeningisaconscious knowingresponsetothemessage Thelistenerhearssounds interpretsthosesoundsandattachesmeaningtothesoundsinthemessage Whatislistening Throughlistening westore classifyandlabelinformation Listening therefore involvesattention interpretationandunderstanding listeningtoanotherpersontakestimeandeffort Alistenerwhoreallyunderstandsthesender sintendedmessageisaneffectivelistenerwhocanmatchthelisteningapproach activelistening informationallisteningandevaluativelistening tothelisteningpurpose Activelistening Theactiveapproachisusedwhenalistenerwantstohelpthesendersolveaproblemortounderstandthecontentandfeelingsinthemessage Thelistenerlistensactivelyandwithfilteringcommunicationinformationonthebasisofpastexperiencesempathy Activelisteningfocusesattentionandprovidesfeedback allowingspeakerstoexpresstheirfeelingsandidentifytherealcauseofthosefeelings Attending encouragingandreflectivelisteningarethetechniqueswhichallowthelistenertogivethespeakertheirfullattentionuntilthespeakerisabletocommunicatetherealmessage 3 Reflecting Activelisteningskills Attendingskills参与 1 FocusonthespeakerInattendinglistening listenersfocusonthespeakerbygivingtheirphysicalattentiontotheotherperson Theyusetheirwholebodytoprovidefeedbackthatassuresthespeakeroftheirtotalattention Eye contactPostureBodymovements Communication especiallynegotiation isnotonlyacommunicationthroughwords butwiththehelpofbodylanguage Watchothers eyes hands andbody Whatmightbegoingonthatisnotbeingspoken 人的眼睛和舌头所说的话一样多 不需要词典 却能够从眼睛的语言中了解整个世界 这是它的好处 拉尔夫 沃尔多 爱默生 1 EyecontactUsesupportiveeyecontactFocuseyesonthespeakerwithoutbeingintimidating 吓人的 Avoidstaringdirectlyatthespeakerforlongperiodsasthespeakermayfeeluncomfortable 1 根据目光凝视讲话者时间的长短来判断听者的心理感受30 60 2 眨眼频率有不同含义 towinkyoureyes5 8timesWinkyoureyes1second Thepersonwhoavoidseyecontactshowsthatheorsheistendtobeself disguised 广东有一句谚语 当一个人笑的时候腹部不动就要提防他了 伯明翰大学 要留心椭圆型的笑容 2 PostureUseopenposture notfoldedarmsorcrossedlegs toattendtheotherperson leanslightlyforwardtowardsthespeakerinarelaxedwayfacethepersonsquarelyMaintainanopenpositionwitharmsandlegsuncrossed armsfoldedasignofboredomordisapprovalintheU S InFinlanditisasignofarrogance 3 bodymovement 4 personalspace 5 environment PauseApauseorsilenceallowsthespeakertimetoconsider reflectanddecidewhethertocontinuetheconversation Asalistener usethistimetoattendandwatchthebodymovementofthespeaker Thiscangivethelistenercluestothetotalmessage boththecontentandthefeelingsintheconversation Encouragingskills鼓励 Encouraginglisteningindicatesthatthelisteneriswillingtodomorethanlisten Encouraginglisteninginvitesthespeakertosaymoreandtodisclosetheirthoughtsandfeelings Howtoencourage 1 providefeedbacks2 askopenquestions topic 最近我和丈夫闹别扭了主妇 最近我和丈夫闹别扭了主妇 主妇 主妇 主妇 主妇 主妇 主妇 主妇 最近我和丈夫闹别扭了 主妇 是吗 主妇 我总觉得有点奇怪 主妇 很担心吧 主妇 也许是因为他太忙了吧 但是他一句话也不说 我一和他说话 他就心不在焉的 主妇 是很奇怪啊 主妇 也许是有第三者了吧主妇 你这样觉得吗 主妇 未必不会这样 主妇 真的啊 主妇 最近他经常在外面过夜 可是也不和我解释 主妇 这的确令人担心啊 例一 不问及隐私的例子 主妇 最近我和丈夫闹别扭了 主妇 这种事情嘛家家都会有的 主妇 也许是吧 主妇 当然是的 婚后五年 哪家都一样 主妇 你们家也是吗 主妇 是啊 主妇 那我就放心了 主妇 别太放在心上了 主妇 太好了 这下我可以放心一点了 主妇 那我们不如到百货公司去购物吧 一起去吧 主妇 好的 走吧 谈话就这样回到日常的话题上适可而止了 具体说到底和丈夫为什么吵 怎么吵 互相并没有问 这样的谈话是令人心情轻松和愉快的 Reflectiveskills Reflectivelistening Reflectivelisteningrestatesormirrorstothespeakerboththefeelingandthecontentinthemessage Itshowstheotherpersonthelistenerhasheardtheunderstandstheintendedmessageexactly Paraphrasing Paraphrasingfocusesonthecontentratherthanthefeelings Paraphrasingrestatestheessentialpartofthemessageconciselyinthelistener sownwords Alistenerusingparaphrasingskillseffectivelywillavoidrepeatingtheotherperson sstatementswordforword Therefore activelisteningpaysattentiontothespeaker scontentandemotion Itmirrorsthecontentandfeelingsandalsocommunicatetotheotherpersonthatthelistenerunderstandstheproblemfromtheirpointofview reflectivestatements 反映陈述 评价性陈述 clarifyingstatements 阐明陈述 求证式陈述 Choosetherightoneforthefollowingsentences A attendingB encouragingc reflectivequestionsD clarifyingquestionsE toshowempathy I dliketohearhowyoufeel You dliketotalkfurther Youreallydislikesome Ithinkyouaresaying Soundsasifyou rereallyIfeelabitconfused couldurepeatthat Isee Itreallymeansthat It sreallynicePerhapsyou dliketotellme Ihearyou Isee oh Activelisteningbuildsempathywiththeotherpersonandcreatespositiveinterpersonalrelationships Itisatechniquethatletsthespeakereitherconfirmorcorrectthefeedbackfromthelistener Activelisteningalsohelpstheotherpersonreachtheirowndecisionsandformtheirowninsights Informativelistening Thisisthemostcommontypeoflisteninginmostoccupations Weuseinformativelisteningtounderstandawidevarietyofmessagesaccurately Activity BecauseOfYou KellyClarksonIwillnotmakethesamemistakesthatyoudidIwillnot myselfCausemyheartsomuchmiseryIwillnot thewayyoudidYoufellsohardI velearnedthehardwaysoneverletitgetthatfar BecauseofyouIneverstraytoofarfromthe BecauseofyouIlearnedtoplayonthe sidesoIdon tgethurtBecauseofyouIfindithardto notonlyme buteveryonearoundmeBecauseofyouIamafraid I myway AnditsnottoolongbeforeyoupointitoutIcannotcryBecauseIknowthat s inyoureyesImforcedto asmile a everydayofmylifeMyheartcan tpossiblybreakWhenitwasn teven tostartwith BecauseofyouIneverstraytoofarfromthe BecauseofyouIlearnedtoplayonthe sidesoIdontgethurtBecauseofyouIfindithardto notonlyme buteveryonearoundmeBecauseofyouIamafraid Iwatchedyou Iheardyou everynightinyoursleepIwassoyoungYoushouldhaveknownbetterthanto onmeYouneverthoughtofanyoneelseYoujustsawyour AndnowIcryinthemiddleofthenightforthesamedamnthing BecauseofyouIneverstraytoofarfromthe Becauseofyoulearnedtoplayonthe sidesoIdontgethurtBecauseofyouItrymy justtoforgeteverythingBecauseofyouIdontknowhowtoletanyoneelsein BecauseofyouIm ofmylifebecauseitsemptyBecauseofyouIamafraidBecauseofyouBecauseofyou Evaluativelistening Evaluativelisteningisausefulapproachwhenthesenderistryingtoinfluencethelistenertochangeanattitudeortakesomeactiontheywouldnotnormallytake Someappropriatecontextsforevaluativelisteningarebuyingacar aholidaypackageorahome Whenfacedwithaspeakerwhoistryingtopersuadeyou theproperattitudeisoneofevaluation Whatarethespeaker smotives Howaccuratearethespeaker sfacts Doyouneedwhatthespeakeristryingto sell Listeningtypes People oriented People orientedlistenersaremostconcernedwithcreatingandmaintainingpositiverelationships Inanotherword theyarerelationship oriented Theyaresensitivetoothers moods andtheyrespondtospeakers feelingsaswellastheirideas People orientedlistenersusuallyarenonjudgmentalaboutwhatothershavetosay theyaremoreinterestedinunderstandingandsupportingpeoplethaninevaluatingthem Alongwiththeobviousstrengthsofapeople orientedstyle astrongconcernforrelationshipshassomedrawbacks Itiseasytobecomeoverinvolvedwithother sfeelings andeventointernalizeandadoptthem People orientedlistenersmaylosetheirabilitytoassessthequalityofinformationothersaregivinginanefforttobecongenialandsupportive Theyalsoriskbeingperceivedasoverlyexpressiveandevenintrusive 侵入 byspeakerswhodon twanttoconnectonapersonallevel Action oriented Unlikepeople orientedlistenerswhofocusonrelationships action orientedlistenersaremostconcernedwiththetaskathand Theirmaingoalistounderstandthefactsandideasthatarebeingcommunicated Theywanttogettotheheartofthematterquickly andsotheyappreciateclear concisemessagesandoftentranslateothers remarksintowell organizedmentaloutlines Action orientedlistenersaremostwelcomewhentakingcareofbusinessistheprimaryconcern theyhelpothersfocusonthetaskathandandencouragethemtobeorganizedandconcise Theirno nonsenseapproachmaynotbewelcomedbyspeakerswhodon thavetheskillorinclinationtobeclearanddirect Theyappeartominimizeemotionalissuesandconcerns whichmaybeanimportantpartbusinessandpersonaltransactions Content oriented Content orientedlistenersareevaluators Theywanttoheardetailsandanalyzeanissuefromavarietyofperspectives Theyprefertolistentoexpertsandothercrediblesourcesofinformation Content orientedlistenersoftenenjoyideasfortheirownsakeandarewillingtospendtimeexploringtheminthroughexchangesofideas Content orientedlistenerscanbeabighelpwhenthegoalistoassessthequalityofideas andwhenthereisvalueinlookingatissuesfromawiderangeofperspectives Theyareespeciallyvaluablewhentheissuesathandarecomplicated Ontheotherhand theirdetail orientedapproachmayannoyotherswhodon tsharetheiranalyticalorientation Theirthoroughapproachcantakemoretimethanothersmaybewillingtogiveandtheirfrequentchallengingcanbeperceivedasoverlycritical orevenhostile Time oriented Time orientedlistenersaremostconcernedwithefficiency Theyviewtimeasascareandvaluablecommodityandgetimpatientwithpeoplewhomtheyviewaswastingit Inafast pacedbusinessenvironment time orientedlistenerscanhelpkeepthingsfunctioningefficiently Ontheotherhand theirdisplaysofimpatiencecansometimesputastrainonrelationships Also anexcessivefocusontimecanhamper 妨碍 thekindofthoughtfuldeliberationthatsomejobsrequire Howtolistenmoreeffectively 1 TalklessSometimesthebestapproachtolisteningistostayoutofthewayandencouragetheotherpersontotalk silencehassomanydifferentsellingapplications Ifyoustoptalkingandstartinglistening youmightactuallylearnsomething andevenifyoudon twillhaveachancetocollectyourthoughts Acombinationofsilenceandpromptsinvitesthespekertokeepgoing Uhhuh Really Tellmemore andsoon Ifyouareanormallytalkativeperson condiserrationingyourcommnetswhentryingtolisten Imaginethatyouhaveonlyafinitenumberofwordsavailable sothatyouspeakonlywhenitisabsolutelynecessary Youmaybesurprisedathowthequalityofyourconversationsandyourlevelofunderstandingimproveifyoudo 把一只2 5千克重的鸡蛋装进一个只能装0 5千克水的瓶子里 用什么办法把它拿出来 您怎么装进去的 我就会怎么拿出来 您凭一张嘴一说就把鸡蛋装进了瓶子 那么我就用语言这个工具再把鸡蛋拿出来 Howtolistenmoreeffectively 2 AskquestionsSincerequestionsaregenuinerequestsforinformation Theycanbeaterrificwaytogatherfactsanddetailsclarifymeanings andencourageaspeakertoelaborate Questionscanevenbeawaytopersuade sincetheytellyouwhattheotherpersoncaresabout Howtolistenmoreeffectively 3 Payattentiontotheverbalandnonverbalpostures Case study 2 a Informationallisteningresponse Yes Iknowwhatyoumean itisbetterthattheydon ttakeentrencheddepartmentalviews ButIdon tthinkthatitisembarrassing theyshouldcommunicatewitheachotherandworktogethertosolvetheproblem 2 b 2 c P 254 P1 P255P23 attendingskillsencouragingskillsreflectiveskills