That is to say, on the one hand, the counselor receives and understands the verbal information and non-verbal information of the visitors;
On the other hand, make corresponding response, send out verbal information and non-verbal information, so that visitors can understand and exchange information between the two sides. How to achieve successful communication between the two parties is very important to the consulting effect.
This requires us to master general communication skills.
1. Establish a good consulting relationship.
2. Listening skills
3. Query technology
4. Reaction technology
5. Repetitive technology
6. Interpretation technology
7. Concrete Technology
8. Surface quality technology
Establishing good consulting relationship and communication skills is the core of interview effect.
Establishing a good consulting relationship is the first priority of communication technology, which requires consultants to have some basic qualities and attitudes. Follow the "cross policy": respect, warmth, sincerity, affection and care.
1. Respect is to completely accept a person's strengths and weaknesses and his values different from his own.
Respect means treating visitors indiscriminately and avoiding favoritism or flattery.
3. Respect is mutual trust, which is one of the psychological foundations of respect. Without trust, there is no respect;
4. Protect privacy. Its significance lies in creating a safe and warm atmosphere for visitors and allowing them to express themselves to the greatest extent.
Warmth is embodied in enthusiasm, patience, kindness and trouble. Warmth is the expression of the counselor's true feelings. Respect and warmth are sometimes used interchangeably. The difference between them is that respect is polite, equal and rational, while warmth and enthusiasm are full of strong feelings. Only respect, no enthusiasm, sometimes the conversation seems to be business-like, and the combination of the two can achieve a harmonious and touching.
Consultants are required to be "true self", that is, to be consistent in appearance and truly and credibly involved in the relationship with visitors.
According to Rogers, a famous American psychologist, it means that counselors can experience the spiritual world of others just like their own.
1, the consultant sets out from the inner frame of reference of the visitor and puts himself in the inner world of the visitor.
2. Accurately express the understanding of visitors' inner experience in words. Counselors' understanding and experience of visitors' emotions.
(A) the connotation of positive concern
1. Accept the integrity of visitors.
2. Believe and understand the potential or resources that visitors have.
(B) How to effectively use the consulting features of active concern
1. I believe that visitors have great potential in their hearts, and this potential is their power to overcome obstacles and surpass themselves.
2. I believe that visitors have changed their ideas and paid attention to the positive side, bright side or advantages of visitors' words and behaviors selectively, so that visitors can build confidence and produce positive values.
3. The consultant's job is to objectively analyze its advantages and disadvantages in view of practical problems, and help visitors to shift from focusing only on failure to basing themselves on their own advantages and resources.
(3) Note:
1, active attention can not be made out of nothing, otherwise it is a kind of worthless comfort and cajoling, which is the performance of the consultant's incompetence.
2. Be good at discovering and exploring the bright spots on visitors.
We should base ourselves on the potential and value of visitors, which is the basis of establishing an optimistic attitude towards visitors.
4. Promoting self-discovery and potential development of visitors, thus promoting self-growth, is the highest goal of consultation. Unit summary The above five points run through the whole consultation process, which is the basic point of establishing a good consultation relationship and the marginal technology of communication. This is the guarantee of emotional and cognitive communication between the two sides. It is also a guarantee for the smooth progress of the consultations. Because: 1, visitors can trust the consultant to speak freely and adopt the consultant's opinions. 2. Only by accepting visitors can consultants serve them more wholeheartedly. 3. Good consultation and visiting relationship can help people. It also provides an example for visitors to establish good relationships.