BUILDING RAPPORT
저자: Rodney Stamps

1. LISTENING
1.1. FIVE STEPS OF LISTENING
1.2. Reception
1.3. Attention
1.4. Perception
1.5. Assignment of Meaning
1.6. Response
2. ASSERTIVENESS
2.1. TECHNIQUES
2.1.1. Empathy / Validation
2.1.2. Explanation of Problem
2.1.3. Precise Resolution