Become a Better ListenerJana Eggers jana@naralogics.com @jeggers

How bad is our listening problem?

• 2.5% correct for listeners

• 25% retention @ 48h

• My estimate: 5-10% “right”

Let’s build ear muscle

CC license: Andrew Otto

Before a customer chat

Give your brain context…

2 ears, 1 mouth

You have

2+ hours

and

3 questions

CC license: http://www.flickr.com/people/texese/

…before you start

Hit

During the chat

Step 1: Energy

Step 2: Approach

Step 3: Explain yourself

Step 4: Escalate slowly

Pen beats keyboard

Taming your cheetah brain

Predictnext points

Notesupporting elements

CC license: Malene Thyssen

Boomerang your brain

Clear distractions

Find visual cues

Play a game

Take a break

http://infosthetics.com/information_aesthetics_about.html

Summary

CC3PAhhh: Curiosity, Context, 3Qs, Pause, Relax

+

Write, tame, boomerang

Actually listening

Where do I find the time?

How do I find customers?

CC license: David Yates

Now, go off and set records!

Your coach:

jana@naralogics.com

@jeggers