商务英语沟通listeningskill.ppt

Topic2:Listeningskills聆听技巧,Whichdoyouprefertalkingorlistening?,Thelisteningprocess,Whilehearingisapassiveprocess,listeningisaconscious,knowingresponsetothemessage.Thelistenerhearssounds,interpretsthosesoundsandattachesmeaningtothesoundsinthemessage.,Whatislistening?,Throughlistening,westore,classifyandlabelinformation.Listening,therefore,involvesattention,interpretationandunderstanding.listeningtoanotherpersontakestimeandeffort.,Alistenerwhoreallyunderstandsthesendersintendedmessageisaneffectivelistenerwhocanmatchthelisteningapproach-activelistening,informationallisteningandevaluativelisteningtothelisteningpurpose.,Activelistening,Theactiveapproachisusedwhenalistenerwantstohelpthesendersolveaproblemortounderstandthecontentandfeelingsinthemessage.Thelistenerlistensactivelyandwithfilteringcommunicationinformationonthebasisofpastexperiencesempathy.,Activelisteningfocusesattentionandprovidesfeedback,allowingspeakerstoexpresstheirfeelingsandidentifytherealcauseofthosefeelings.Attending,encouragingandreflectivelisteningarethetechniqueswhichallowthelistenertogivethespeakertheirfullattentionuntilthespeakerisabletocommunicatetherealmessage.,3.Reflecting,Activelisteningskills,Attendingskills参与,1.FocusonthespeakerInattendinglistening,listenersfocusonthespeakerbygivingtheirphysicalattentiontotheotherperson.Theyusetheirwholebodytoprovidefeedbackthatassuresthespeakeroftheirtotalattention.Eye-contactPostureBodymovements,Communication(especiallynegotiation)isnotonlyacommunicationthroughwords,butwiththehelpofbodylanguage.Watchotherseyes,hands,andbody.Whatmightbegoingonthatisnotbeingspoken?,“人的眼睛和舌头所说的话一样多，不需要词典，却能够从眼睛的语言中了解整个世界，这是它的好处。”-拉尔夫沃尔多爱默生（1）EyecontactUsesupportiveeyecontactFocuseyesonthespeakerwithoutbeingintimidating（吓人的）Avoidstaringdirectlyatthespeakerforlongperiodsasthespeakermayfeeluncomfortable.,1.根据目光凝视讲话者时间的长短来判断听者的心理感受30%-60%,2.眨眼频率有不同含义*towinkyoureyes5-8timesWinkyoureyes1second,Thepersonwhoavoidseyecontactshowsthatheorsheistendtobeself-disguised.,广东有一句谚语：当一个人笑的时候腹部不动就要提防他了。伯明翰大学：“要留心椭圆型的笑容。”,（2）PostureUseopenposture(notfoldedarmsorcrossedlegs)toattendtheotherperson.leanslightlyforwardtowardsthespeakerinarelaxedwayfacethepersonsquarelyMaintainanopenpositionwitharmsandlegsuncrossed.,armsfoldedasignofboredomordisapprovalintheU.S.InFinlanditisasignofarrogance.(3)bodymovement(4)personalspace(5)environment,PauseApauseorsilenceallowsthespeakertimetoconsider,reflectanddecidewhethertocontinuetheconversation.Asalistener,usethistimetoattendandwatchthebodymovementofthespeaker.Thiscangivethelistenercluestothetotalmessage,boththecontentandthefeelingsintheconversation.,Encouragingskills鼓励,Encouraginglisteningindicatesthatthelisteneriswillingtodomorethanlisten.Encouraginglisteninginvitesthespeakertosaymoreandtodisclosetheirthoughtsandfeelings.,Howtoencourage?,1.providefeedbacks2.askopenquestions,topic:最近我和丈夫闹别扭了主妇（）：最近我和丈夫闹别扭了主妇（）：主妇（）：主妇（）：主妇（）：主妇（）：主妇（）：主妇（）：,主妇（）：最近我和丈夫闹别扭了。主妇（）：是吗？主妇（）：我总觉得有点奇怪。主妇（）：很担心吧？主妇（）：也许是因为他太忙了吧，但是他一句话也不说，我一和他说话，他就心不在焉的。主妇（）：是很奇怪啊！主妇（）：也许是有第三者了吧主妇（）：你这样觉得吗？主妇（）：未必不会这样。主妇（）：真的啊？主妇（）：最近他经常在外面过夜，可是也不和我解释。主妇（）：这的确令人担心啊。,例一（不问及隐私的例子）主妇：最近我和丈夫闹别扭了。主妇：这种事情嘛家家都会有的。主妇：也许是吧！主妇：当然是的。婚后五年，哪家都一样。主妇：你们家也是吗？主妇：是啊。主妇：那我就放心了。主妇：别太放在心上了。主妇：太好了，这下我可以放心一点了。主妇：那我们不如到百货公司去购物吧？一起去吧？主妇：好的，走吧。谈话就这样回到日常的话题上适可而止了。具体说到底和丈夫为什么吵，怎么吵，互相并没有问。这样的谈话是令人心情轻松和愉快的。,Reflectiveskills,Reflectivelistening,Reflectivelisteningrestatesormirrorstothespeakerboththefeelingandthecontentinthemessage.Itshowstheotherpersonthelistenerhasheardtheunderstandstheintendedmessageexactly.,Paraphrasing,Paraphrasingfocusesonthecontentratherthanthefeelings.Paraphrasingrestatestheessentialpartofthemessageconciselyinthelistenersownwords.Alistenerusingparaphrasingskillseffectivelywillavoidrepeatingtheotherpersonsstatementswordforword.,Therefore,activelisteningpaysattentiontothespeakerscontentandemotion.Itmirrorsthecontentandfeelingsandalsocommunicatetotheotherpersonthatthelistenerunderstandstheproblemfromtheirpointofview.,reflectivestatements(反映陈述/评价性陈述）clarifyingstatements(阐明陈述/求证式陈述）,Choosetherightoneforthefollowingsentences.A.attendingB.encouragingc.reflectivequestionsD.clarifyingquestionsE.toshowempathy.Idliketohearhowyoufeel.Youdliketotalkfurther?YoureallydislikesomeIthinkyouaresaying.SoundsasifyourereallyIfeelabitconfused,couldurepeatthat?Isee.Itreallymeansthat.ItsreallynicePerhapsyoudliketotellme?Ihearyou/Isee/oh,Activelisteningbuildsempathywiththeotherpersonandcreatespositiveinterpersonalrelationships.Itisatechniquethatletsthespeakereitherconfirmorcorrectthefeedbackfromthelistener.Activelisteningalsohelpstheotherpersonreachtheirowndecisionsandformtheirowninsights.,Informativelistening,Thisisthemostcommontypeoflisteninginmostoccupations.Weuseinformativelisteningtounderstandawidevarietyofmessagesaccurately.,Activity,BecauseOfYou-KellyClarksonIwillnotmakethesamemistakesthatyoudidIwillnot_myselfCausemyheartsomuchmiseryIwillnot_thewayyoudidYoufellsohardIvelearnedthehardwaysoneverletitgetthatfar,BecauseofyouIneverstraytoofarfromthe_.BecauseofyouIlearnedtoplayonthe_sidesoIdontgethurtBecauseofyouIfindithardto_notonlyme,buteveryonearoundmeBecauseofyouIamafraid,I_myway，AnditsnottoolongbeforeyoupointitoutIcannotcryBecauseIknowthats_inyoureyesImforcedto_asmile,a_everydayofmylifeMyheartcantpossiblybreakWhenitwasnteven_tostartwith,BecauseofyouIneverstraytoofarfromthe_BecauseofyouIlearnedtoplayonthe_sidesoIdontgethurtBecauseofyouIfindithardto_notonlyme,buteveryonearoundmeBecauseofyouIamafraid,Iwatchedyou_Iheardyou_everynightinyoursleepIwassoyoungYoushouldhaveknownbetterthanto_onmeYouneverthoughtofanyoneelseYoujustsawyour_AndnowIcryinthemiddleofthenightforthesamedamnthing,BecauseofyouIneverstraytoofarfromthe_Becauseofyoulearnedtoplayonthe_sidesoIdontgethurtBecauseofyouItrymy_justtoforgeteverythingBecauseofyouIdontknowhowtoletanyoneelsein,BecauseofyouIm_ofmylifebecauseitsemptyBecauseofyouIamafraidBecauseofyouBecauseofyou,Evaluativelistening,Evaluativelisteningisausefulapproachwhenthesenderistryingtoinfluencethelistenertochangeanattitudeortakesomeactiontheywouldnotnormallytake.Someappropriatecontextsforevaluativelisteningarebuyingacar,aholidaypackageorahome.,Whenfacedwithaspeakerwhoistryingtopersuadeyou,theproperattitudeisoneofevaluation.Whatarethespeakersmotives?Howaccuratearethespeakersfacts.Doyouneedwhatthespeakeristryingto“sell”,Listeningtypes,People-oriented,People-orientedlistenersaremostconcernedwithcreatingandmaintainingpositiverelationships.Inanotherword,theyarerelationship-oriented.Theyaresensitivetoothersmoods,andtheyrespondtospeakersfeelingsaswellastheirideas.People-orientedlistenersusuallyarenonjudgmentalaboutwhatothershavetosay:theyaremoreinterestedinunderstandingandsupportingpeoplethaninevaluatingthem.,Alongwiththeobviousstrengthsofapeople-orientedstyle,astrongconcernforrelationshipshassomedrawbacks.Itiseasytobecomeoverinvolvedwithothersfeelings,andeventointernalizeandadoptthem.,People-orientedlistenersmaylosetheirabilitytoassessthequalityofinformationothersaregivinginanefforttobecongenialandsupportive.Theyalsoriskbeingperceivedasoverlyexpressiveandevenintrusive（侵入）byspeakerswhodontwanttoconnectonapersonallevel.,Action-oriented,Unlikepeople-orientedlistenerswhofocusonrelationships,action-orientedlistenersaremostconcernedwiththetaskathand.Theirmaingoalistounderstandthefactsandideasthatarebeingcommunicated.Theywanttogettotheheartofthematterquickly,andsotheyappreciateclear,concisemessagesandoftentranslateothersremarksintowell-organizedmentaloutlines.,Action-orientedlistenersaremostwelcomewhentakingcareofbusinessistheprimaryconcern:theyhelpothersfocusonthetaskathandandencouragethemtobeorganizedandconcise.Theirno-nonsenseapproachmaynotbewelcomedbyspeakerswhodonthavetheskillorinclinationtobeclearanddirect.Theyappeartominimizeemotionalissuesandconcerns,whichmaybeanimportantpartbusinessandpersonaltransactions.,Content-oriented,Content-orientedlistenersareevaluators.Theywanttoheardetailsandanalyzeanissuefromavarietyofperspectives.Theyprefertolistentoexpertsandothercrediblesourcesofinformation.Content-orientedlistenersoftenenjoyideasfortheirownsakeandarewillingtospendtimeexploringtheminthroughexchangesofideas.,Content-orientedlistenerscanbeabighelpwhenthegoalistoassessthequalityofideas,andwhenthereisvalueinlookingatissuesfromawiderangeofperspectives.,Theyareespeciallyvaluablewhentheissuesathandarecomplicated.Ontheotherhand,theirdetail-orientedapproachmayannoyotherswhodontsharetheiranalyticalorientation.Theirthoroughapproachcantakemoretimethanothersmaybewillingtogiveandtheirfrequentchallengingcanbeperceivedasoverlycritical,orevenhostile.,Time-oriented,Time-orientedlistenersaremostconcernedwithefficiency.Theyviewtimeasascareandvaluablecommodityandgetimpatientwithpeoplewhomtheyviewaswastingit.Inafast-pacedbusinessenvironment,time-orientedlistenerscanhelpkeepthingsfunctioningefficiently.,Ontheotherhand,theirdisplaysofimpatiencecansometimesputastrainonrelationships.Also,anexcessivefocusontimecanhamper（妨碍）thekindofthoughtfuldeliberationthatsomejobsrequire.,Howtolistenmoreeffectively,1.TalklessSometimesthebestapproachtolisteningistostayoutofthewayandencouragetheotherpersontotalk.silencehassomanydifferentsellingapplications.Ifyoustoptalkingandstartinglistening,youmightactuallylearnsomething,andevenifyoudontwillhaveachancetocollectyourthoughts.Acombinationofsilenceandpromptsinvitesthespekertokeepgoing:“Uhhuh,”“R