Listening Skills

• Focused listening is the single most effective
  way to build trust and establish relationships
• 93% ...
Name the Listener

  • Comparer                     • Rehearser

             • Derailer                    • Placater

  ...
Great Listeners

• Ask what the person is thinking or feeling
 (Mind Reader)
• Let the customer finish their thought befor...
Great Listeners

• Treat each customer as the unique
  person they are
 (Comparer)
• Circle the island
 (Derailer)
• Empat...
Self Assessments



1.   Rehearser       6. Dreamer
2.   Mind Reader     7. Fixer
3.   Identifier      8. Placater
4.   Co...
Focus on listening, concentrate
the information and develop the
best individual program for each
             family.
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Listening Skills P P T

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Listening Skills - do you have them?

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Listening Skills P P T

  1. 1. Listening Skills • Focused listening is the single most effective way to build trust and establish relationships • 93% of communication is non-verbal • Retain 50% of conversations (External and internal barriers) –Carl Rogers, Harvard Business Review
  2. 2. Name the Listener • Comparer • Rehearser • Derailer • Placater • Dreamer • Identifier • Filterer • Fixer • Mind Reader –Rick Farrell, Listening Skills are the New Art of Persuasion
  3. 3. Great Listeners • Ask what the person is thinking or feeling (Mind Reader) • Let the customer finish their thought before determining what question to ask next (Rehearser) • Be aware of your own assumptions (Filterer) • Stay present (Dreamer) • Remember that it’s about the customer, not you (Identifier)
  4. 4. Great Listeners • Treat each customer as the unique person they are (Comparer) • Circle the island (Derailer) • Empathize and ask questions when concerns are raised (Placater) • Fully understand needs before recommending a solution (Fixer)
  5. 5. Self Assessments 1. Rehearser 6. Dreamer 2. Mind Reader 7. Fixer 3. Identifier 8. Placater 4. Comparer 9. Derailer 5. Filterer
  6. 6. Focus on listening, concentrate the information and develop the best individual program for each family.

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