Active listening (empathic listening) - a method used in the practice of socio-psychological training, psychological counseling and psychotherapy, allowing you to more accurately understand the psychological state, feelings, thoughts of the interlocutor using special methods of participation in the conversation, implying an active expression of their own experiences and thoughts.
Active Listening Techniques| | | edit code]
The following methods of active listening are distinguished:
- Pause - it's just a pause. She gives the interlocutor the opportunity to think. After a pause, the interlocutor can say something else, which he would not say anything about without her. A pause also gives the listener the opportunity to distance himself from himself (his thoughts, assessments, feelings) and focus on the interlocutor. The ability to distance oneself from oneself and switch to the internal process of the interlocutor is one of the main and difficult conditions for active listening, which creates a confidential contact between the interlocutors.
- Clarification - this is a request to clarify or clarify any of the above. In ordinary communication, petty innuendo and inaccuracies are thought up by the interlocutors for each other. But when complex, emotionally significant topics are discussed, interlocutors often involuntarily avoid explicitly raising painful issues. Clarification allows you to maintain an understanding of the feelings and thoughts of the interlocutor in such a situation.
- Retelling (Paraphrase) - this is an attempt by the listener to briefly and in his own words repeat what was just said by the interlocutor. At the same time, the listener should try to highlight and emphasize the main ideas and accents in his opinion. Retelling gives the interlocutor feedback, makes it possible to understand how his words sound from the side. As a result, the interlocutor either receives confirmation that he has been understood, or gets the opportunity to correct his words. In addition, retelling can be used as a way of summing up, including intermediate ones.
- Repeat (echo) - a literal repetition of what the interlocutor said. Repeating word for word, the listener makes it clear that he is very attentive to what he was told.
- Thought development - an attempt by the listener to pick up and further advance the course of the interlocutor’s main thought.
- Perception message - the listener informs the interlocutor of his impression of the interlocutor, which was formed in the course of communication. For example, "This topic is very important to you."
- Self-perception message - the listener informs the interlocutor of the changes in his own condition as a result of the hearing. For example, “It really pains me to hear that.”
- Conversation notes - an attempt by the listener to communicate how, in his opinion, it is possible to comprehend the conversation as a whole. For example, “It seems that we have reached a common understanding of the problem.”
1. Open questions
By asking open-ended questions, you can get the most detailed information from the client and clarify his needs. Open questions begin with the words “what”, “how”, “why”, “what”, etc. This encourages the client to give detailed answers (in contrast to closed-ended questions, which can only be answered unequivocally: “yes”, “no”).
- What product features are important to you?
- What do you mean when talking about.
- Why is this important to you?
The name speaks for itself - this technique helps to clarify whether you correctly understood the information, to clarify the details of the issue. You simply ask the client to clarify the points that are important to you.
- Please tell us more about ...
- You could clarify what it means to you ...
- I understand you correctly, you are talking about ...
Check out this trailer. Find episodes that use the Refine technique.
Active listening - A communicative technique in which the role of the listener is to support the speaker.
Open question - a question to which it is impossible to answer “yes” or “no”, a detailed answer is supposed.
Affiliations - replicas of the seller, allowing him to start a conversation with the client.
Empathy, or reflection of emotions - is establishing contact with the client on an emotional level. The reception allows you to create an atmosphere of confidential communication and show respect for the feelings of the interlocutor.
If during a conversation with a client you catch his emotions, you adjust to his emotional state and either enhance his feelings or brighten them up, directing the course of the conversation.
- I understand your feelings and can help you solve this problem.
- I see that you are in doubt.
- It seems that this is an important event for you.
Watch an excerpt from the cartoon. Identify the active listening technique the heroine uses.
Rephrasing allows you to better understand the interlocutor’s thought, clarify information on individual issues, and put the conversation on the right track. Reception consists in a brief transmission of the information that you heard from the client.
- In other words, you think that ...
- You mean ...
- That is, you are talking about ...
This technique consists in the literal repetition of phrases that the interlocutor said. It helps clarify information from the interlocutor and focus on the individual details of the conversation. Thus, the client begins to articulate his thoughts more clearly, making it easier to clarify needs.
- Do you have yellow diaries?
- Diaries of yellow color? Do you need dated or not?
- There are dated!
Check out an excerpt from the TV series The Big Bang Theory. Pay attention to the points in which the Echo technique is used.
6. The logical consequence
The essence of the technique is to derive the logical consequence from the statements of the client. It will be better if you use the wording of the client when building the phrase. Its purpose is the same as that of the previous one - to clarify the information and highlight the details. You can also use the technique as a bundle before moving on to the presentation.
- Based on your words, then ...
- I understand you correctly, you need ...
“Present or lose”
A board game will help hone the skills of presenting a product or service.
At the end of the conversation, you summarize and summarize the agreement. The reception allows you to summarize and clarify the important issues raised in the conversation, consolidate the agreement and move on to the next stage of negotiations - the conclusion of the transaction.
- Summing up the results of our meeting, we can agree on ...
- So, we have found that the following criteria are important to you ...
- Summarizing what you said, we can conclude ...
In this trailer, both heroes demonstrate excellent mastery of active listening skills, find all the tricks to talk.
Please note that each video uses the Empathy technique, an emotional adjustment.
This is not accidental, because in normal communication between people there are always emotions. We trust those from whom we receive emotional support. Therefore, for those who want to win over a client, this technique is very important.
Successful sales through active listening!