Listening, including the physical and psychological concentration of the consultant, is a process of active participation, which is applicable to the whole consultation process, no matter what the situation.
(1) The physical listening (nonverbal behavior) of the counselor refers to the counselor's whole body posture, which conveys his concern for the visitors and his willingness to listen and accompany them. Egen( 1994) put forward the following five elements (referred to as SOLER).
1, facing visitors (square) is not face to face, but the word facing can also be understood symbolically. The key is to face the customer and tell him that you are with him. This is a gesture of expressing piety.
2. Open body posture is an attitude to accept the parties.
3. Tilt it a little. We can often see two intimate people naturally lean towards each other. This is a way of communication that reflects concerns and expresses your idea of devoting yourself wholeheartedly to issues of concern to all parties.
4. Keep good eye contact (eye contact) Eyes are the windows to the soul. Can convey care, warmth, support and attention to visitors.
5. Relax means that your expression is generous, natural and poised. It not only makes you more natural and confident, but also helps customers and tourists stay relaxed.
(2) The psychological listening of the consultant requires the consultant to keep silent most of the time and use various sensory channels to obtain all the information of the visitor.
1. Listening is not only listening with your ears, but also listening with your head, eyes and heart. Listen to tourists and their intonation with your ears; Use your mind to understand the potential information in the discourse; Pay attention to the gestures, posture and other behaviors of visitors with your eyes; Put yourself in the shoes.
2. Not only listen, but also participate and respond appropriately. Responses can be verbal or nonverbal. 3. Listening is more important to understand the contents and feelings conveyed by the visitors, not to exclude or discriminate, to put yourself in the visitors' shoes, to encourage them to vent, and to help them clear their minds.
1. Express an open, modest, dedicated and devoted mind. Establish a good relationship between consultation and visiting.
2. Accept and understand the oral information and non-verbal information of the parties; Know the situation.
3. Encourage visitors to be more open and express themselves frankly.
4. It can help others.
1, ignoring visitors' questions. Think that the other party is fussy, much ado about nothing, contemptuous and impatient.
2. Disturb and change the topic of visitors. Interrupt the visitor's narrative from time to time, change the subject, and let the visitor be at a loss.
3. Judge morality or correctness. Comment on the words, deeds and values of visitors according to their own standards or values.
4. jump to conclusions.
Unit summary
1, psychological counseling is listening first, listening second and speaking third.
Listen not only with your ears, but also with your eyes, your mind and your heart.