演示文稿1中山大學(xué)商務(wù)溝通(已修改)
2024-10-28 13:51 本頁(yè)面
【正文】 ? Massive lock gates are utilized to manage the water levels in the rivers, so that ships can move from one direction to another. The water level behind one set of closed locks can be much higher than that of the next partment through which a ship will travel. ? We can pare this scene to the state of mind of an individual suffering from deep emotional wounds, or involved in a serious interpersonal conflict. With disparate water levels there is a buildup of pressure behind the closed locks. ? If one were to open these lock gates, the flow would be mostly unidirectional. Likewise, a person who is holding（克制或抑制自己） in her emotions needs a release. Such an individual is unlikely to (1) think clearly about the challenge or (2) be receptive to outside input from another. ? The role of the listener or helper is to allow such an individual to open the lock gates. When he does, the water gushes out. During this venting process, there is still too much pressure for a person to consider other perspectives. Only when the water level has leveled off between the two partments, does the water begin to flow evenly back and forth. ? The role of the listener is to help empty the large reservoirs of emotion, anger, stress, frustration and other negative feelings until the individual can see more clearly. Not until then, can a party consider the needs of the other. Perhaps we can think of it as listening first aid. ? The process of listening so others will talk is called empathic listening. Empathy, according to some dictionary definitions, means to put oneself in a position to understand another person. Certainly, this is an aspect of empathy. We prefer to define empathy, however, as it is often used in psychology: the process of attending to another so the individual feels heard in a nonjudgmental way. ? Empathic listening requires that we acpany a person in her moment of sadness, anguish, selfdiscovery, challenge (or even great joy!). This approach to listening was developed by Carl Rogers, author of ClientCentered Rogers applied the method to the rapeutic as well as human resource management skills. When an individual feels understood, an enormous emotional burden is lifted。 stress and defensiveness are reduced。 and clarity increases. ? We spend a large portion of our waking hours conver
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