1, * * *
* * * Emotion is the counselor's attitude and ability to understand the inner world of visitors. Try to think with visitors instead of replacing them.
2. Active care is also called active care and active care, which means treating visitors with a positive attitude. Pay special attention to the positive aspects, bright aspects, strengths and advantages of visitors' words and behaviors selectively, emphasize the positive advantages, and make visitors have positive values.
3. Respect and warmth
Enhance the affirmation and appreciation of some responses from visitors and appreciate different opinions.
4. Sincerity and credibility
Sincerity refers to talking openly with visitors and directly expressing the consultant's thoughts, rather than letting visitors guess the hidden meaning of the consultant's conversation or imagine whether everything the consultant does has other purposes.
Second, the dimension of action: concretization, immediacy and confrontation.
1, specifically, let the topic of the talks point to facts and details, so that both sides can understand the content of the discussion accurately and clearly.
2. immediacy, also called directness, has two meanings: one is to help visitors pay attention to the experience and feelings at the moment; Second, the counselor responds to the visitors' responses about the relationship between consultation and visit in time.
3. Confrontation is to let the parties face the contradiction of their attitudes, thoughts and behaviors. Don't explain to the visitor what he said or did wrong.
* * * The main points of emotional reaction
1, conversion angle.
2. Listen carefully to the visitors.
3. Fully understand the visitor's statement.
4. Respond with verbal or nonverbal actions.
5. Respond and pay attention to each other's feedback.