The Top 10 Listening 101 for Listening 1 on 1
Category: Customers, Customer Service, R&D (AO48)Originally Submitted on 4/14/2002.
Letting your clients be heard is one of the greatest gifts you can give them, and you! Your business and personal life will both thrive if you truly listen well. Clients will, in fact, tell you exactly how to help them, and often resolve their own situations without you needing to do much - except take the credit - because they will give it to you!
1. Just Listen.
Hear what is important to them.
2. Put all your energy into listening.
No radio, tv, and no noise of your own. You don't get to sort the mail, tap your pencil, or dream about the sandwich you're having for lunch.
3. Listen to what's not said.
What does the body talk say? Listen for more with your eyes. Listen as well beyond the words, to the tone of voice.
4. Make them right. They are.
No fair tuning out because you disagree or you don't think it's important. If they are talking it's their feelings and perceptions and they are right. For them.
5. Let the speaker have their own style.
It may not be yours. But even if it's hard, don't correct them or rush in to finish a sentence.
6. Wait before you talk.
Hear the whole message without thinking about your response. If you are just waiting for them to finish so you can talk, you will not be listening any more.
7. Make them the only game.
Look at them, lean forward, nod when you understand what they say.
8. Don't interupt.
Don't argue or disagree so quickly that you talk out of turn. Be patient. Keep listening.
9. Make it easy.
Help them relax by doing so yourself. If you have your coat on and one hand on the doorknob, don't expect them to open up to you.
10. Ask questions.
Help the speaker be more specific so you can understand better. Questions should show you were listening though, not ask for a repeat of the same information.
About the Submitter
This piece was originally submitted by Debra Atkinson, MS Sports & Exercise Psychology, Clinical Exercise Specialist, and Certified Group Fitness and Personal Trainer, who can be reached at dddatkinson@att.net. Debra Atkinson wants you to know: I am an instructor in Health and Human Performance at ISU and owner of a coaching and personal training business. I work with clients interested in three dimensional living: mind, body and soul. My clients include personal trainers developing thier own businesses as well as consumers.
Copyright 97, 98, 99, 00, 2001 CoachVille
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