During longer conversations, plan to take careful notes which could be used in case questions or clarifications are needed later. Remembering points, details, ideas and concepts proves that we really care and that our attention was maintained throughout the interaction. It’s a good idea to reinforce and remember the key points made by the speaker, as this will reassure them that you are sincerely listening. The authentic mirroring of emotions is a form of empathy, which, as we discussed in our blog post on emotional intelligence and empathy, is a very important element in communication and customer care. Reflection or mirroring of the speakers facial expressions – if done in a genuine way – is another way of providing attentive listening. Posture and body language says a lot about the quality of the interaction.Īn attentive listener tends to sit erect, lean slightly forward, maintain eye contact and keep a pleasant expression. Allow for pauses and short periods of silence to give “space” to the conversation Watch Your Posture and Body Language They should, therefore, be given adequate time for that. Active listening involves giving the other person time to explore their thoughts and feelings. It may be tempting to interrupt the conversation with questions or comments every time there are a few seconds of silence. This means trying not to take sides or form opinions, especially early in the conversation. It’s important to remain as neutral and objective as possible, especially if there is a customer service crisis. – Betsy Sanders, former Senior Vice President and General Manager, Nordstrom Remain Objective Listening actively means you acknowledge what you heard and act accordingly.” Naively means that you listen openly, ready to learn something, as opposed to listening defensively, ready to rebut. To learn through listening, practice it naively and actively. By providing this encouragement, and showing that we are listening openly, the person speaking is immediately put at ease so they can communicate more easily, openly and honestly. We can convey interest and attention by using verbal as well as non-verbal queues, such as maintaining a steady eye contact, nodding our head and smiling and agreeing with a ‘Yes’ or simply ‘Mmm hmm’ to encourage the one speaking. It’s important to not only pay complete attention. Here are 8 examples of effective listening: Pay Attention It is also a crucial skill for problem-solving and conflict resolution which will in turn prevent a customer complaint from escalating. This type of listening is an essential aspect of service excellence, and will do a lot to gain the trust and loyalty of a customer or client. listening with our full attention and with all of our senses. Active listening implies that we are actively listening – i.e. Listening is an active process in which a conscious decision is made to really listen and to try to understand the underlying message of the speaker. In our previous blog post we went over some of the common obstacles to effective or active listening.
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