BUILDING RAPPORT
作者：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. EMPATHY
2.1. Common Barriers to Empathy
3. FEEDBACK
3.1. Rudiments of Effective Feedback
3.2. Soliciting Input from Others
4. ASSERTIVENESS
4.1. TECHNIQUES
4.1.1. Empathy / Validation
4.1.2. Explanation of Problem
4.1.3. Precise Resolution