倾听在沟通中的作用
The application of attentive listening in communications
曾经有人说，倾听是一门艺术，更是一门学问。而当我对 “倾听” 有了更深入的了解之后，才发现，无论是在生活中还是在工作中，“倾听”的作用远不止于此。尤其在人与人之间的交流和沟通中，甚至是在管理沟通中，倾听的作用更是不容忽视的。
Someone once said that attentive listening is an art as well as a subject. Only after I have learnt more about attentive listening do I realize that no matter it is at work or in life, attentive listening has far wider applications, especially in the communications between people and among the management level, where attentive listening plays an undeniably important role.
1. 什么是倾听
What is attentive listening
倾听在汉语词典里的解释就是“认真地听取”。
Attentive listening, as it is defined in the Chinese dictionary, means to listen and to absorb with care.
有效的倾听是可以通过学习而获得的技巧。认识自己的倾听行为将有助于你成为一名高效率的倾听者。按照影响倾听效率的行为特征，倾听可以分为三种层次。一个人从层次一成为层次三倾听者的过程，就是其沟通能力、交流效率不断提高的过程。下面是对这三个层次的描述：
Effective attentive listening is a skill that can be learnt through study. Knowing about your own attentive listening behavior would make you a very effective attentive listener. Attentive listening consists of three levels according to the characteristics of the behavior that affects the effectiveness of attentive listening. The process of upgrading oneself from level 1 attentive listener to level 3 attentive listener is the process of continual improvement in one’s communications skills as well as effectiveness. The following is a description of the three levels:
层次一：在这个层次上，听者完全没有注意说话人所说的话，假装在听其实却在考虑其它毫无关联的事情，或内心想着辩驳。他更感兴趣的不是听，而是说。这种层次上的倾听，导致的是关系的破裂、冲突的出现和拙劣决策的制定。
Level 1: at this level ,the listener is not paying attention to the speaker at all. He is thinking about irrelevant stuff while pretending to listen to the speaker or is thinking about a refutation to the speaker. He is more interested in talking than in listening. Attentive listening at this level would cause the break-up of relationships,conflicts and the making of bad decisions.
层次二：人际沟通实现的关键是对字词意义的理解。在第二层次上，听者主要倾听所说的字词和内容，但很多时候，还是错过了讲话者通过语调、身体姿势、手势、脸部表情和眼神所表达的意思。这将导致误解、错误的举动、时间的浪费和对消极情感的忽略。另外，因为听者是通过点头同意来表示正在倾听，而不用询问澄清问题，所以说话人可能误以为所说的话被完全听懂理解了。
Level 2: communications with people is achieved through the understanding of words being said. At level 2, the listener focuses on the content of the speaker,but most of the times he misses the message being sent across by the speaker through the speaker’s tone, body gesture, hand gesture, expressions and eye contact. This may cause misunderstanding, wrong actions, waste of time or the ignorance of negative emotions. Moreover, since the listener nods to show that he is listening instead of asking questions, the speaker may be misled into thinking that all of what he has said is being understood.
层次三：处于这一层次的人表现出一个优秀倾听者的特征。这种倾听者在说话者的信息中寻找感兴趣的部分，他们认为这是获取新的有用信息的契机。高效率的倾听者清楚自己的个人喜好和态度，能够更好地避免对说话者做出武断的评价或是受过激言语的影响。好的倾听者不急于做出判断，而是感同身受对方的情感。他们能够设身处地看待事物，询问而不是辩解某种形式。 层次三的倾听者在内心总结已经传递的信息，质疑或是权衡所听到的话，或者有意识地注意非语言线索。他们的总体宗旨是带着理解和尊重倾听。层次三上的有效率的倾听在形成积极经历方面起着主要作用。
Level 3: people who are at this level already possess characteristics of attentive listeners. They would seek out the part of the speaker’s message that they are interested in as they think it is an effective way of obtaining new and useful information. Highly effective attentive listeners know about their own preferences and attitudes, and hence would prevent themselves from making hasty judgments about the speaker or from being influenced by loaded language. Good attentive listeners do not rush to make a judgment. Instead, they try to feel what the speaker is feeling. They are able to put themselves into the shoes of the speaker and ask questions instead of arguing. Level 3 attentive listeners would summarise the information they have obtained, question or evaluate what they have just heard, or actively seek out non-verbal clues. Their main focus is to listen attentively with respect and understanding. Being a Level 3 effective attentive listener plays an important part in one’s positive learning experience.
自己翻译的，大意没错，希望答案对你有用。