Some people listen,
while others merely wait to speak. When a customer complains about a
salesperson, it is often that s/he does not listen but forces the
selling agenda on the customer. This is not marketing (or good selling,
either). Learn to listen by focusing on what the customer has to
say.
Step one:
develop and practice very good questions. The protocol of
Q&A is simple. Ask good questions, then wait for the answer. This is
not just polite.it shows that you respect your question enough to hear
the answer.
Step two:
become a better listener. Put aside all personal issues and
become "one big ear!" Be attentive. Concentrate on hearing what the
speaker has to say.
Comment on what you hear, and individualize
your comments. Example: "Cheryl, that's obviously very important to
you." It will help keep you on track as a listener. Get beyond "that's
interesting." If you train yourself to comment meaningfully, the speaker
will know you are listening and may offer additional
information.
Show empathy. On hearing something sad,
acknowledge how difficult it must have been. If you respond to human
issues, people will respond to you.
Don't ignore opportunities for humor. When it
arises naturally out of a conversation, humor enhances what may
otherwise be an overly somber situation. Avoid sarcasm, however, which
is rarely humorous, regardless of whom it is directed at.
Be aware of non-verbal communication:
response to silence, facial expressions, tone of voice, body
gestures. Repetition of certain words can also be a sign to
consider. These can be telling symptoms, but don't allow these messages
to be the basis for speedy conclusions.
Know the value of silence. A brief period of
silence will generally cause the speaker to produce more in-depth
responses, and allow both of you to reflect on what's been said, ask
additional questions, seek further clarification, or provide more
information.
Ask questions to clarify information. The best
indicators that you hear and understand are your questions and how you
ask them.
Be sure you are not making inaccurate
assumptions. When the speaker leaves a point unfinished,
finish it yourself and ask for agreement, or simply ask the speaker to
finish it.
Be careful. Most people have an almost
immediate grasp of the obvious. Few of us can grasp immediately what a
speaker means to convey. So.ask questions, then listen.
Take time to care by taking time to listen.
