Supportiveness 展現支持

需要傾訴與協助的任何時候,我一直都在

 

           

      “When people talk, listen completely. Most people never listen."

        Ernest Hemingway

 

說者縱無意,聽者須有心。人們鮮少傾聽。」                                     English 

海明威

 

打客服電話通常是個挫折的經驗。客戶提到了亟需解決的困擾,而客服只想盡快結案,繼續處理下通來電,忽略了傾聽真正的需求。這時候,無論客服人員的措辭再禮貌,聲調再柔軟,只會令人感到敷衍與冷漠。

 

當部屬遇到問題,想向主管傾訴時,難免會感到很挫折。主管往往並未真正傾聽部屬的困難,而是急著分享豐富經驗,提供精闢見解,希望快速解決問題。這些建議固然寶貴,卻無法直接連結部屬的需求。因此,許多時候,就算主管採取了禮貌措辭與柔軟聲調,卻還是沒辦法把這份溫暖與支持傳達給部屬。

 

沒有人能夠在冷漠且缺乏支持的環境下享受服務或投入工作。因此,如果企業無法提供溫暖友善的環境,將會導致顧客與員工的大量流失。溫暖友善、相互支持的環境,體現於開放全面的傾聽,與量身訂做的回饋。

 

課程目標

  • 練習在給出建議以前,先讓對方講完問題,展現能夠讓對方感到支持的「主動傾聽」 (active listening)。

  • 練習提出適當的問題,讓對方願意傾訴困難,也就是「謙遜探詢」(humble inquiry) 這項技巧,避免藉由提問進行追究責任或發佈指令。

  • 練習展現自己隨時都在工作夥伴身邊,可供傾訴或尋求協助。

  • 討論如何在職場互動的關係上,做到溫暖的待人接物,展現支持氛圍。

  • 練習如何運用「徵詢同意」、「點出問題」、「解釋後果」、「廣納意見」四個階段,循序漸進地給予平實可靠、務實有用的回饋。

 

學員回饋

這堂課程強調:想要與夥伴建立信任、並肩同行,重要的是提供支持並給予回饋。

學到了純粹的好奇心--不需要找到標準答案,只需要放膽探問、真誠回應。

討論了積極聆聽的重要性,以及為何個人取向而細膩的回饋,是如此珍貴。

 

 

 

 

 

Supportiveness 

Supporting others and listening carefully (but not uncritically) to their signs of distress allows us to give them the best advice on how to approach their challenges. The skill of being correctly supportive is crucial when leading teams, connecting with colleagues, and understanding clients.

In this two-hour session, we will:

  • Practise slowing down communication and listening to what others are implying as well as what they are saying directly

  • Practise listening in an insightful and emotionally supportive way

  • Consider the art of when and how to give advice and feedback

  • Consider ways to demonstrate availability and supportiveness through action as well as words

 

Testimonials

‘It underlined how offering support and giving feedback is important to building trust and moving forward’

‘I learned about genuine curiosity - I don't need to have the answers, just to feel confident to ask questions and give genuine responses’

‘We discussed the importance of active listening and why tailored, dedicated feedback is so valuable’