Professional Documents
Culture Documents
same time, transmit to the speaker nonverbally that you are paying attention to
what is being said is to
maintain eye contact about 2/3rds to 3/4ths of the time while he/she is talking.
Make a concerted effort not to interrupt speakers when they are talking. People
like individuals who let them speak, particularly when it's about them and their
ideas/advice.
The empathic statement is the perfect tool to demonstrate that you are listening
to the other person. In order to form a good empathic statement, you must liste
n to what the person is saying or take note of their emotional or physical dispo
sition. Paraphrasing what the person said keeps the focus on that individual.
E.g. "You look like you've had a busy day" to a tired looking salesman or clerk.
"Sounds like you really enjoyed your trip" to a co-worker who excitedly shares h
is vacation experience.
Build trust in 10 minutes:
One doctor said, "I maintain eye contact. I listen. I validate their feelings...
the fear melts away. And then they trust me. All in less than 10 minutes."
Giving a person the opportunity to talk, listening to what they say without inte
rruption, and giving nonverbal cues that what they say is of interest to you can
make a huge difference, whether it be in gaining a patient's trust or person's
friendship.
2. Observe: In any verbal interaction be sure to observe the other party before,
during, and after receiving and transmitting information