Active listening
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ACTIVE LISTENING
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Transcript of Active listening
ACTIVE LISTENING
Objectives:
• What is active listening
• How is active listening different than hearing
• What are the barriers to active listening
• How to overcome these barriers
• What are the benefits of active listening
• How to use active listening for gaining customer’s confidence and complete sales
Hearing Vs Listening
Hearing (or audition) is one of the traditional five senses. It is the ability to perceive sound by detecting vibrations via an organ such as the ear.
Vs.
Active or Reflective Listening is the single most useful and important listening skill. In active listening we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, and we are active in checking out our understanding before we respond with our own new message. We restate or paraphrase our understanding of their message and reflect it back to the sender for verification. This verification or feedback process is what distinguishes active listening and makes it effective.
Barriers to Active ListeningMENTAL BARRIERS
We “know” what we are going to hear
We judge delivery (how they say it), not the content (what they say)
We are seeking confirmation, not information
What’s being said is getting in the way of what needs to be said.
Barriers to Active Listening
PHYSICAL BARRIERS Side-talk Background noise Person sitting next to you
disturbing/distracting you
VERBAL COLLISIONSVerbal collisions are when both you and the
Customer are talking at the same time.
When a verbal collisions occurs, you must always apologize and let the customer
finish first.
10 Commandments of Good Listening
Stop Talking! You can’t listen if you’re talking.Help the customer to talkListen to understand rather than to replyRemove distractionsEmpathize with the customerBe patient. Don’t rush and don’t interrupt.Control your own temperAsk questionsDon’t argueAgain – Stop Talking!!
How to improve your listening skills
Clear your desk and prepare yourself for each call by having everything you need within reach or eyesight.
Lean slightly forward while sitting in your chair and minimize or remove all distractions around you.
Focus. If you’ve had something on your mind earlier, now is the time to clear it and shift your focus to the job at hand.
Think of yourself as a sponge. Give your full attention to what is being said by the contact. Listen closely to not only what is being said, but how it is being said.
"We were given two ears but only one mouth, because listening is twice as hard as talking."
What makes your call different?
You are truly trying to benefit your customer !
You do this by using : seeing ("I see what you mean“), hearing ("I hear what you are saying“), or feeling ("I understand how you feel") terms.
These terms enable your contact to understand the results he can attain using your solution.
What makes your call different?
o Remember to be exceptionally friendly and polite to everyone you speak with –that includes gatekeepers.
o How does the person sound when they answer the phone? Are they harried, angry, busy or distracted?
o It's a good idea to ask "Am I catching you at a busy time?" If they say yes, then ask when would be a good time to call back and schedule an appointment to call them on a specific day and time.
o Make a note in your schedule and be sure to place the call.
What makes your call different?
If handled correctly they will feel obligated to spend at least a few minutes speaking with you since they agreed to the appointment or if they don't
want to make an appointment they may give you a minute to briefly explain the reason why you're
calling.
What makes your call different?
People like to speak with people who can establish credibility by speaking on the
same level as they do rather than above or below them.
What makes your call different?
People, when asked politely for their time, and have granted permission to speak with them, enjoy
speaking with someone who has a genuine interest in listening to what they have to say.
