| 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." |