【正文】
Having heard what he has to say,the next step is clarifying. At this point,you start to gather information about what is being municated. Ask same open-ended questions,which will allow you to figure out what intention he is hoping to satisfy. The fourth step is to summarize(概括) what you39。ve heard. This allows you to make sure that both you and the difficult person are on the same page. When you do this,two things happen. First,if you39。ve missed something,he can fill in the details(細(xì)節(jié)). Second,you39。ve shown that you39。re making an effort to understand pletely. This increases possibility of gaining cooperation from him. Having listened carefully,you39。ve now arrived at the point of confirming with the person that he feels satisfied that this thoughts have been fully voiced. Ask if he feels understood. Then enough sincere listening,questioning,and remembering are brought together,under