The purpose of this is to present techniques that will allow you to provide feedback to the speaker in your business conversations. Customer service professionals, sales representatives, and anyone who communicates with people in a business environment will benefit from this course.
The objective here is to evaluate or analyze the message and figure out what is important or what is not, so that you can proceed to deal with the situation at hand without spending time on what's not relevant.
Effective listening is listening to the words of the speaker and the meaning of the words.
A ctive listening is a process in which the listener takes active responsibility to understand the content and feeling of what is being said and then checks with the speaker to see if he/she heard what the speaker intended to communicate.
Using an acceptance response is inserting simple verbal utterances or words into the conversation. Non-verbal communication can also be used. This provides a mechanism to communicate that you are listening without interrupting the speaker's flow of thought and speech.
Examples – Okay, I see, I understand, uh-huh, yes, etc.
An open-ended question is designed to encourage a full, meaningful answer using the subject's own knowledge and/or feelings.
Open-ended questions typically begin with words such as "Why" and "How", or phrases such as "Tell me about...". Often they are not technically a question, but a statement which implicitly asks for a response.