If there is no good listening, it will lead to:
Incomplete acceptance information
Error in receiving information.
Put forward intervention measures too early
Put forward the wrong intervention measures
Listen to the reaction:
Listening response refers to the counselor's response to visitors after receiving and processing their information.
Four types of listening responses:
Clarification response, content response, emotional response, induction and summary.
Summary:
Listening to responses is one of the basic skills of counseling. When and how to use various listening responses requires the flexibility of consultants. Good and effective training can help consultants better grasp the opportunity to use various technologies.
Clarification reaction:
Definition:
The beginning of clarifying reactive questioning is a reinterpretation of visitors' information.
Application:
Clarification reaction may be more used in the early stage of consultation or discussion of a topic.
Purpose:
Is to encourage tourists to describe it in more detail.
Check the accuracy of information.
Clarify vague and confusing information.
Explain the steps of reflection:
1. Confirm the verbal and non-verbal information of visitors.
2. Confirm any vague or confusing information that needs to be checked.
3. Determine the appropriate opening remarks and use interrogative sentences.
4. Confirm the effect of clarification reaction by listening and observing visitors' expressions and reactions.
Content reflection:
Definition:
Content reflection is a reinterpretation of visitors' information content.
Purpose:
Help visitors pay attention to the information they express.
When visitors pay attention to emotions or self-denial prematurely, highlight the information it conveys.
Steps of content reflection:
1. Recall the information provided by visitors.
2. Identify the content part of the information.
3. Use appropriate sentences to express the main contents or concepts of visitors' information in your own language, and pay attention to the tone of the statement.
4. Confirm the effect by listening and observing visitors' expressions and reactions.
Clarify the main differences between reflection and content reflection:
1. The clarification reaction is expressed in interrogative tone, and the content is expressed in declarative tone.
2. Clarification is embodied in the visitors' own language, and the content is embodied in the consultant's language.
Emotional reaction:
Definition:
Emotional response is a reinterpretation of the emotional part of visitors' information.
Application:
Early stage of consultation: emotional response should be used with caution. If emotional response is overused, visitors will feel uncomfortable, thus denying their emotional feelings.
After consultation: after establishing a good consultation relationship, paying attention to the emotional reaction of visitors will greatly promote the consultation process.
Purpose:
Encourage tourists to express their feelings more.
Help tourists experience a stronger feeling.
Let visitors realize that they should control their emotions.
Help visitors understand and manage their emotions.
Help visitors identify their emotions.
Steps of emotional reaction:
1. Listen to the emotional words used by visitors.
2. Pay attention to the nonverbal information of visitors, such as body posture, facial expression and intonation characteristics. Nonverbal behavior is more difficult to control than verbal behavior, and it is a more reliable emotional indicator.
3. Choose appropriate words to reflect the learned emotions to visitors, and pay attention to the matching of emotional types and intensity levels. Sometimes, you can add the content of the situation before the emotional reaction.
4. Evaluate whether the emotional response is effective. Determine whether the visitor agrees with the counselor's emotional response.
Summary:
Definition:
Inductive summary is to condense visitors' information into two or more emotions or emotional reactions.
Application:
Inductive summary can be regarded as content reflection and emotional response to visitors' information theme, or a combination of the two, which can start after three minutes or after several consultations. There are mainly consulting needs and the purpose of summarizing.
Purpose:
Connect various elements in visitor information.
Make sure that a theme or pattern is * * *.
Interrupt redundant statements.
Review the whole process.
Summary steps:
1. Recall the information transmitted by visitors: verbal information and non-verbal information.
2. Identify obvious patterns, themes or multiple elements in visitor information.
3. Choose an appropriate beginning and abstract, use "you" in personal pronouns or directly use the name of the visitor. Summarize the topics expressed by the visitors in the counselor's own language and repeat them to the visitors, paying attention to the declarative tone, not the questioning tone.
4. Evaluate whether the summary is effective and whether the visitors agree with the consultant's summary.