There is a great deal of valuable information in facial expressions, body language, and other unconscious behaviors. Try phrases like “That must have been frustrating for you because…” or “I imagine you just wanted to…” 5. Frequently remind yourself to examine the situation from your customer or client’s perspective, and to withhold any judgment. Imagine how they might be feeling about their experience, their colleagues, and the topic of conversation. Practice empathy while you listen by putting yourself in the place of the other person. Asking, “So, this is the challenge you’re facing?” or “Did I understand that correctly?” can reassure someone that you’re dedicated to helping them find solutions. “I see some key themes here,” or, “One way we could look at this could be…” Reframing requires you to use critical thinking and creative insights to take small positive emotional leaps.Īsking a question can also show that you’re listening and clarify any information. Try this phrase, “What I hear you saying is,” then reflect back a brief summary of what you’ve heard. If you find yourself having a hard time focusing, try reciting what the speaker is saying in your head to prevent other thoughts from intruding. Good listening requires the ability to put your agenda aside and focus on meeting the needs of your customer. So do your best to pay attention, quiet your mind, open your ears, and try to truly listen to what the other person is saying. Many people are so focused on what they’re about to say that they completely miss what a colleague, client, or customer is trying to communicate. Use language that shows your interest and concern, try phrases such as “I’ve been thinking about what we talked about yesterday,” or “I think the point you had was interesting because…” 2. Giving another person your full attention sends a powerful message. Remove distractions, turn off computer monitors or your cell phone, and do not read text messages or emails. With practice of the tips below, you’ll be ready to give each conversation the attention it deserves. You may realize that you aren’t always an active listener, and that’s okay. The listener may look alert and ask questions when the topic pertains to them, but zone out when they are no longer interested. Selective listening occurs when someone is only listening when they want to. After this conversation, the listener may not entirely understand or remember what was discussed. When someone is passively listening, they might be thinking about a different topic or what they’re going to say next. Passive listening is hearing, but not focusing on what the speaker is saying. After the speaker is finished talking, the listener will ask open-ended questions and ensure they understand what the speaker is saying. An active listener isn’t thinking about anything but the speaker’s words, and they make that clear through verbal and nonverbal communication. Understanding the difference between active, passive, and selective listening can help you understand how to become a better listener.Īctive listening involves being present during an entire conversation. Active Listening vs Passive Listening vs Selective Listening First, it’s important to know what kind of listeners are out there. You must have the honest desire to both hear and understand the people whom you serve. I’ve included some below, but remember, active listening is a commitment, not a parlor trick. While it’s not simple to become an active listener and it won’t happen overnight, there are steps you can take immediately that will help you to improve your communication skills. I’ve always believed that an important skill for a business person to master is the skill of active listening. Or, maybe many of us never really learned how to actively listen in the first place. Maybe it’s a symptom of our social media-obsessed world. One of our most crucial professional skills is effective listening, and yet it seems like so many people don’t know how to listen anymore. When was the last time you gave a customer or client your undivided attention? Active Listening vs Passive Listening vs Selective Listening.
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