In consultation, in order to help visitors build solutions, we can use the following basic conversation skills:
1. Listen: Listen to the stories told by tourists, and also listen to the parts that tourists don't tell-those parts that are full of vitality and significance.
Non-verbal attitude: show respect, warmth and dedication to visitors with body, voice and expression.
Third, respond to visitors' keywords: when visitors describe their own problems, they should emphasize or clarify the meaning of important keywords.
4. Open-ended questions: Invite visitors to explain some relevant information, including their background, evaluation of things, preferences for related people and things, and ask them to say more with a curious attitude.
After the visitor tells a passage, he should integrate his thoughts, behaviors and feelings, so that the visitor can have the opportunity to correct the consultant's impression of him and promote his reflection.
Repetition: Repeat the key points of the visitor's words, so that the visitor has a chance to elaborate, but it will not interrupt the visitor's thinking like a summary.
7. Silence: tolerate the silence of the visitor, and at the same time provide the visitor with an opportunity to think and catalyze him to answer questions himself.
Eight, * * * * Emotion: Enter the subjective world of visitors' cognition, emotion and behavior, and reflect it, but don't fall into the difficulties and emotions of visitors.