|
TYPE
OF STATEMENT
|
PURPOSE
|
TO
ACHIEVE PURPOSE
|
EXAMPLES
|
A.
ENCOURAGING
|
1.
To convey interest.
2. To keep the person talking.
|
Don't
agree or disagree.
Use noncommittal words with positive tone of voice.
|
1.
"I see …"
2. "Uh-huh …"
3. "That's interesting…"
|
B.
RESTATING
|
1.
To show that you are listening and understand.
2. To let the person know your grasp the facts.
|
Restate
the other's basic ideas, emphasizing he facts.
|
1.
"If I undersatnd, your idea is …"
2. "In other words, this is your decision …"
|
C. REFLECTING
|
1. To
show that you are listening and understand.
2. To let others know you understand their feelings.
|
Restate
the other's basic feelings.
|
1. "You
feel that …"
2. "You were pretty disturbed by this …"
|
D. SUMMARIZING
|
1. To
pull important ideas, facts, etc. together.
2. To establish a basis for further discussion.
3. To review progress.
|
Restate,
reflect, and summarize major ideas and feelings.
|
1. "These
seem to be the key ideas you have expressed …"
2. "If I understand you, you feel this way about the
situation."
|
