6. LISTENING
Crucialto building trust
To create active responses
Paraphrase content
Mirror speaker’s feelings
Ask for information/clarification
Offer to help solve the problem
To reduce errors
Paraphrase what the speaker has said
Check your understanding with speaker
Write down key points
Don’t ignore instructions that seem unnecessary
Consider other person’s background
7. CARA BERBICARA
Perhatikan aspek berikut:
Rate of speech
Rate of turn-taking
Persistence if turn not acknowledged
Preference for personal stories
Tolerance of simultaneous speech
Abrupt topic shifting
8. NON VERBAL
Communication without words
Signals such as smiles and gestures
Be aware of
Spatial cues
Body language