The whole consultation lasted 2 1 minute, but some family members stopped halfway, which was just the training time.
Before this consultation, I adjusted my state and had a brief chat with my training partner.
Himself: consultant.
Training partner: visitors
Summary of scene content:
Recently, a visitor came to consult, because the home blood glucose meter always sticks to the mother's finger without bleeding, but it sticks to the mother's finger, causing confusion.
Understanding before and after the whole consultation
1. In the whole consultation process, it can always be stable at the same frequency to support visitors. No panic, no anxiety because I didn't hear the visitor's expression clearly. Instead, ask questions frankly and say that you didn't hear clearly. Finally, when someone interferes, they will still be in no hurry to end the negotiation process.
2. Be able to listen well and use questions to touch the emotional flow of visitors, and use original reflection.
3. The consulting expression has improved compared with last time.
-Listening is not focused enough, grasping the wrong handle when reflecting, listening to the original words of visitors many times, and asking questions is not refined enough. I realize that I am more likely to be confused about personal events and can't remember descriptions.
1. For example, the visitor said that his mother went home to take a blood sugar test and get an injection, but he reflected that the visitor had to accompany his mother to the hospital for a blood test?
2. For example, the visitor said that he had been married for 30 years, and he heard that it was 13.
For example, the visitor keeps talking about her mother, and then asks if the visitor is her mother.
4. For visitors to describe the situation, they always ask questions in large paragraphs, and the language is not refined enough.
5. This consultation question has no focus and summary reflection, and emotional reflection is of little use.
6. The timing of asking questions is not carefully observed, especially when the other person has emotional flow. You should stop more stably before asking questions.
Question: How to better remember the information described by visitors?