商务英语沟通listeningskill.ppt

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1、Topic2:Listeningskills聆听技巧Whichdoyouprefertalkingorlistening?ThelisteningprocessWhilehearingisapassiveprocess,listeningisaconscious,knowingresponsetothemessage.Thelistenerhearssounds,interpretsthosesoundsandattachesmeaningtothesoundsinthemessage.Whatislistening?Throughlistening,

2、westore,classifyandlabelinformation.Listening,therefore,involvesattention,interpretationandunderstanding.listeningtoanotherpersontakestimeandeffort.Alistenerwhoreallyunderstandsthesender’sintendedmessageisaneffectivelistenerwhocanmatchthelisteningapproach--activelistening,inform

3、ationallisteningandevaluativelistening–tothelisteningpurpose.ActivelisteningTheactiveapproachisusedwhenalistenerwantstohelpthesendersolveaproblemortounderstandthecontentandfeelingsinthemessage.Thelistenerlistensactivelyandwithfilteringcommunicationinformationonthebasisofpastexpe

4、riencesempathy.Activelisteningfocusesattentionandprovidesfeedback,allowingspeakerstoexpresstheirfeelingsandidentifytherealcauseofthosefeelings.Attending,encouragingandreflectivelisteningarethetechniqueswhichallowthelistenertogivethespeakertheirfullattentionuntilthespeakerisablet

5、ocommunicatetherealmessage.Attending1.Encouraging2.3.ReflectingActivelisteningskillsAttendingskills参与1.FocusonthespeakerInattendinglistening,listenersfocusonthespeakerbygivingtheirphysicalattentiontotheotherperson.Theyusetheirwholebodytoprovidefeedbackthatassuresthespeakerofthei

6、rtotalattention.Eye-contactPostureBodymovementsCommunication(especiallynegotiation)isnotonlyacommunicationthroughwords,butwiththehelpofbodylanguage.Watchothers’eyes,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

7、（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*towinkyoureyes5-8timesWinkyoureyes1secondThepersonwhoavoidseyecontact

8、showsthatheorsheistendtobeself-disguised.广东有一句谚