I. Feedback
The process of consultant consultation is the process of listening and speaking in consultation.
First of all, "speaking" is a skill for counselors to ask questions and give feedback. How to ask questions (open and closed) and how to give feedback (* * * feelings, positive attention, etc. ) is the effect that consultants need to achieve through constant practice, clarification and awareness.
Secondly, "listening" is an important part that affects the consulting effect. Judging whether the information collection of visitors is in place through the observation of visitors? Should I use * * * feelings? * * * Has the effect of affection been achieved? What changes have taken place in the mood of tourists? Can clarification be recognized? ..... This shows the skill of the securities consultant.
Second, listen.
The core of listening is a deep understanding of visitors. Deepen listening through the following five levels.
1, content. Visualize the information provided by visitors, that is, grasp what visitors say. (Listen)
2, the way. Understand the cognition (thinking mode) and personality (expression mode) of visitors through their language patterns. That is, observe what visitors say. (Listen) Everyone has his own pattern.
3. Body language. Understand how visitors express themselves through their eyes, expressions, movements, postures, decorations and interpersonal distance. (look)
4. Emotion. Through the external expressions of visitors-face, figure, words, etc. We can feel the emotions of tourists in order to better understand their feelings. (feeling)
5. motivation. Have the motivation to ask for help, have the motivation to express. A. external attribution, aggression; B. pass the buck and clear it yourself; C. ask for help and hope to be seen; D. show yourself, hoping to attract the attention or appreciation of the other party; E. vent, backlog, depression and troubles, etc. Gradually discover the deviation of strength. (deep)
Third, impedance.
1. Growing pains are two processes: ending old behaviors and establishing new ones. The former is out of the comfort zone, and the latter is at a loss for the unknown.
2, functional behavior disorder, with the following performance:
A. meet some needs and make psychological gains. For example, the elderly or children strive for more care.
B. cover up the deep problems. When a person loses his temper, he is often dissatisfied with himself.
C. confrontational counseling, visitors have no motivation to solve their own problems. Some just want to get the consultant's opinion, some just want to prove that the consultant can't help themselves or prove that they are different, some lack the motivation to ask for help, are unwilling to come, and are forced to come.
Psychological counselors can improve their conversation skills by observing the way visitors talk and the content of the information they provide, and practicing their counseling skills, thinking and self-awareness. Counselors and visitors spend their lives together.