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Listening skills
Listening skills
Listening skills
Listening skills
Listening skills
Listening skills
Listening skills
Listening skills
Listening skills
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Listening skills

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  • 1. Four Simple Strategies To Enhance Your Listening Skills<br />
  • 2. How many times do you hear your customers say:<br />“YOU ARE NOT LISTENING TO ME!!!”<br />
  • 3. Now ask yourself:<br />What did I say or do to alienate this customer?<br />What verbal cues did I miss?<br />Did I put my agenda above his or her needs?<br />Have I made other customers feel the same way?<br />
  • 4. Customers are no different than ourselves:<br />They crave someone who understands them; sympathizes with their difficulties and values their input.<br />Most of all, they expect a RESOLUTION. <br />The following slides provide FOUR simple strategies to avoid distractions, and thus enhance your listening skills.<br />
  • 5. 1. KNOW YOURSELF.<br />What behaviors strike a nerve with you?<br />Do you grow testy when customers are not to the point?<br />Do your emotions boil when customers project their frustrations onto you?<br />Are certain pressures---attaining quota (sales); reducing talk time (customer service), meeting deadlines (administrative)---taking precedence over building rapport and solving problems?<br />By identifying your weaknesses, you can consciously curb attitudes and actions that might alienate customers.<br />
  • 6. 2. FOCUS ON THE OTHER PERSON.<br /><ul><li>Let it all go for the moment.
  • 7. Tune out all the noise and motion around you.
  • 8. Let the other party talk, accuse or even threaten, and suppress your natural desire to talk back!
  • 9. Let them wear themselves out.
  • 10. Keep an open mind; manage your emotions and don’t jump to conclusions.
  • 11. Take your self-interest out of the equation.
  • 12. Always focus on the big picture: establishing goodwill and trust, fixing the problem and salvaging relationships.</li></li></ul><li>3. BE THE PERSON THEY WANT YOU TO BE.<br />Customers want people who are consistent and show genuine concern.<br />Always come across as authentic, attentive, accepting and comforting. <br />Speak as a measured, soothing pace, in a tone tailored to the other party’s personality. <br />Most important of all, empathize with the other person – validate their emotions, even certain opinions.<br />Note: It is important that sometimes you share a similar life experience when warranted. Just be careful: some people will claim you are not listening when they really mean that you’re not adopting to their viewpoint.<br />
  • 13. 4. UNDERSTAND AND SOLVE THE PROBLEM.<br />Listen for clues to what’s truly troubling your customers.<br />Paraphrase their words to confirm your understanding.<br />Ask them to repeat themselves to ensure you didn’t miss anything. <br />Ask for clarifications, to make them think everything through. <br />Once you know what they want out of the conversation, it is time for you to DELIVER. <br />Find the best possible solution to the customer’s problem.<br />And-when it is done, say “Thank you.”<br />Remember, it is truly a compliment when customers give you an opportunity to LISTEN and save the relationship.<br />
  • 14. Source: http://www.managesmarter.com/msg/search/article_display.jsp?vnu_content_id=1003844107<br />The points discussed in this presentation are based on the article “The Personal Touch: Four Ways to Enhance Your Listening Skills” by Jeff Schmidt, a consultant from Dubuque, IA. <br />Greg Consulta<br />

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