阅读下面短文，根据所读内容在表格中的空白处填入恰当的单词。注意：每个空格只填一个单词。

When difficult people exptures themeelves orally, they generally want at least two things:they've been heard and they've been understood.As a good communicator should be a good listener, five steps are advocated toward good listening.

The first step is cooperating(合作).How does a difficult person know that you're listening and understanding?In fact, it's through the way you look and sound while he is talking. You may help him to fully express his thoughts and feelings. You do this by nodding your head in agreement, making cartain sounds of understandiey.

When the peron begings to repeat what's been said, is's a two:turning that you repeat some words he is using, sending a clear signal the you've listening carefully and that you think what he is saying is important.

Having heard what he has to say, the next sterp is clarifying.At this point, you start to gather information about whoat is being communicated. Ask same open-ended questions, which will allow you to figure out what intention he is hoping to satisfy.

The fourth step is to summarize(概括)what you've heard.This allows you to make sure that both you and the difficult peson the same page. When you do this, two things happen First, if you've twisses shinething, he can fill in the (细节).Second you've shown that you're making an effort to understand cometely. This increases possibility of gaining cooperation from him.

Having listened carefully, you've now arrived at the point of confirmning with the person that he feels satisfied that this thoughts have been fully voiced. Ask if he feels understood.

Then emough sincere listening, questioning, and remembering are brought together, understanding is usually achieved and a difficult person hecomes less difficult and more cooperative.

Topic	1to understand
Reason	Difficult people hope they have bem heard and2when they express theselves.
3	◆4in agreement and make some sounds of understanding while a difficult person is speaking. ◆Repeat some5that you have heard. ◆Collect information about the person's expressions and find his6. ◆Give a7of what the person has said. ◆Confirm that the person gains8from speaking his thoughts.
Dlult	A difficult person will be9to cooperate with if understanding is achieved.
Comment	You may unlock the doors to difficult people's10after you listen and understand