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Foreword

Empathy and trust are a platform for effective understanding, communication and relationships.
Empathy and trust are essential to develop solutions, win and retain business, and avoiding or diffusing conflict.
Empathy and trust are essential for handling complaints and retaining customers. These days we need to be more effective communicators to be successful in business – and in life.
The ‘steps of the sale’, persuasion, closing techniques, features and benefits do not build rapport or relationships – empathy, trust, understanding and sympathetic communications do.
One-sided persuasion is not sustainable and is often insulting, especially when handling complaints.
Trust and empathy are far more important in achieving and sustaining successful personal and business relationships!

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Description

Chapter 1:

The Advantages of Empathetic Listening

Synopsis

Empathic listening is a way of listening and responding to another individual that improves mutual understanding and trust. It’s a crucial skill for all individuals, as it enables the listener to receive and precisely interpret the speaker’s message, then provide an appropriate reaction.

The Skills

Empathic listening is a way of listening and responding to another individual that improves mutual understanding and trust. It’s a crucial skill for all individuals, as it enables the listener to receive and precisely interpret the speaker’s message, then provide an appropriate reaction. The response is an integral part of the listening process and can be vital to the success of a negotiation or mediation. Amidst its Advantages, empathic listening

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  1. Forms trust and respect,
  2. Enables the individuals to let go of their emotions,
  3. Reduces stresses,
  4. Promotes the surfacing of information
  5. Creates a safe environment that’s conducive to collaborative problem solving

Though useful for everybody involved, the power and willingness to listen empathetically is often what sets the individuals apart from others involved. Even when the matters aren’t resolved during mediation, the listening method can have a fundamental affect on the parties.
Individuals tend to filter the data they receive through their own paradigms, reading their autobiography into other people’s lives, or projecting their own views onto other people’s behavior.

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When a different individual is speaking, we commonly “listen” at one of four levels: ignoring, pretending, selective listening, or attentive listening.
We ought to be utilizing the fifth, highest form of listening – empathic listening.
Empathic listening is listening with intent to comprehend the other person’s frame of reference and feelings. You have to listen with your ears, your eyes and your heart.
Empathic listening is a tremendous deposit into the emotional bank account. It’s profoundly therapeutic and healing as it gives a individual “psychological air.”
Next to physical survival, the greatest need of a human being is psychological survival – to be understood, to be affirmed, to be validated, and to be appreciated.

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