1. R. NEENA RAJDEV
10/22/2013
Neena Rajdev

2. Have you experienced this sometime
in your lifetime ?
10/22/2013
Neena Rajdev

3. Listening Vs Hearing
Listening involves the
heart, the mind and
the ears
Listening, however
requires
concentration, so
that the brain
processes meaning
from words and
sentences
Hearing is just a
physical activity
Hearing is the act of
picking up audible
sounds.

4. Types of Listening

Active Listening
Active Listening involves appropriate listening sounds, eg:
Uhum, yes, ok, fine etc so that the customer knows that you
are listening.

Passive Listening
When one simply listens without responding.

Reflective Listening
Reflective Listening means listen and then reflect back what
you understood. Remember……do paraphrase but don’t
parrot.

5. THE LISTENING GAME

6. Barriers to Listening
INTERNAL
EXTERNAL
•Noise





Perceptions
Attitude and emotions
Poor retention / Lack of
attentiveness
Day dreaming
Interruptions
•Faulty Connection

7. Perception
What is Perception?
A mental image formed due to
jumping to conclusions or
passing judgments too early…..
Perception is a human nature.
It impacts every sphere of our
lives.
The Perception Game
" Human minds refuse to take anything at the face value of it in a simple form "

8. Attitudes and Emotions

Hooks – What is it ?
A hook is any behaviour ( from the
customer/ another person ) that leads us
to an uncomfortable feeling of being
accused or being criticized and negative
emotions are fuelled in us.
Hooks might be in the form of :
• A value judgment.
• A comment
• Sarcasm
Example : Road Rage
Giving a negative for a negative never gives a positive outcome.

9. What to do?





Maintain Composure
Neutralize the venom
Be conscious / self
aware
Don’t take it personally
Detach yourself
emotionally

10. Communication Styles

AGGRESSIVE

SUBMISSIVE

ASSERTIVE

11. Aggressive / Submissive Behaviour
•“…MY need is more
important than
yours”
“…Your need is
more important
than mine”

12. Assertive Behaviour
• “Both our needs
are important…”

13. EMPATHY
What ?
Empathy means feeling,
acknowledging and affirming
another person’s emotional
state.
Why?
Each Interaction needs to take
care of the “ Human Aspect” and
the “ Business Needs”.

14. How to show empathy.....
• That must have been annoying Mr. Jaidev …
• I can certainly imagine how frustrating that could be…….
• Had I been at your place I would have felt the same
way……
• You have a valid point. It can definitely be very upsetting
when…..
• I can understand your point of view….
However…
IT’S NOT NECESSARY THAT SOMETHING CATASTROPHIC
HAS TO HAPPEN FOR YOU TO EMPATHIZE

15. APOLOGY
What?
An expression of regret for a mistake
or wrong with implied admission of
fault.
Why?
•To pacify irate customers.
• Apology is need based and is
offered when ever the member is in
a complaining mode and sounds
unhappy.

16. How to apologize......
I sincerely apologize for the inconvenience Mr.
Ram/ Ms Rachana. ( Be gentle and polite )

17. How to Assure?
•I will definitely do my best to resolve this issue.
•I will take care of it right away. ( If it is team work,
please refer as “We” will....................

18. Avoid “Trigger” Words and Phrases

19. How to suggest formally.....
•How about……….?
•Why not……..?
•Lets…….
•Well, I suggest……
•Could I suggest that ……..?
•If I were you I would….

20. How to Agree.....
• I absolutely agree..
• That’s correct…
• That’s true…
• I’m of the same opinion…
•I second this .....

21. How to disagree....

Well, if you ask me, I’d say…

That’s right, however…..

I think we can do this way if
you agree

Coming from the point of
view of ................

22. ASSURANCE

What?
Assurance is the ability to
instill the confidence in the
customer that they are in the
right hands.

Why?
To restore the customer’s
confidence
The important thing to be kept in mind is that while assuring the agent must
not end up making a promise of something that cannot be delivered

23. R. NEENA RAJDEV
10/22/2013
Neena Rajdev