• What is active listening
• How is active listening different than hearing
• What are the barriers to active listening
• How to overcome these barriers
• What are the benefits of active listening
• How to use active listening for gaining customer’s confidence and
Hearing (or audition) is one of the traditional five senses. It is
the ability to perceive sound by detecting vibrations via an
organ such as the ear.
Active or Reflective Listening is the single most useful and
important listening skill. In active listening we are also
genuinely interested in understanding what the other
person is thinking, feeling, wanting or what the message
means, and we are active in checking out our
understanding before we respond with our own new
message. We restate or paraphrase our understanding of
their message and reflect it back to the sender for
verification. This verification or feedback process is what
distinguishes active listening and makes it effective.
We “know” what we are going
We judge delivery (how they
say it), not the content (what
We are seeking confirmation,
What’s being said is getting in
the way of what needs to be
Person sitting next to you
Verbal collisions are when both you and the
Customer are talking at the same time.
When a verbal collisions occurs, you must
always apologize and let the customer finish
Stop Talking! You can’t listen if you’re talking.
Help the customer to talk
Listen to understand rather than to reply
Empathize with the customer
Be patient. Don’t rush and don’t interrupt.
Control your own temper
Again – Stop Talking!!
Clear your desk and prepare yourself for each call by
Lean slightly forward while sitting in your chair and
Focus. If you’ve had something on your mind earlier,
having everything you need within reach or eyesight.
minimize or remove all distractions around you.
now is the time to clear it and shift your focus to the job
Think of yourself as a sponge. Give your full attention to
what is being said by the contact. Listen closely to not
only what is being said, but how it is being said.
"We were given two ears but only one mouth,
because listening is twice as hard as talking."
You are truly trying to benefit your
You do this by using :
seeing ("I see what you mean“),
hearing ("I hear what you are saying“), or
feeling ("I understand how you feel") terms.
These terms enable your contact to understand the results
he can attain using your solution.
Remember to be exceptionally friendly and polite to
everyone you speak with –that includes gatekeepers.
How does the person sound when they answer the phone?
Are they harried, angry, busy or distracted?
It's a good idea to ask "Am I catching you at a busy time?"
If they say yes, then ask when would be a good time to call
back and schedule an appointment to call them on a
specific day and time.
Make a note in your schedule and be sure to place the call.
If handled correctly they will feel obligated to spend at
least a few minutes speaking with you since they
agreed to the appointment or if they don't want to
make an appointment they may give you a minute
to briefly explain the reason why you're calling.
People like to speak with people who can
establish credibility by speaking on the
same level as they do rather than above
or below them.
People, when asked politely for their time, and have
granted permission to speak with them, enjoy
speaking with someone who has a genuine interest
in listening to what they have to say.