SOME LISTENING BEHAVIOURS

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SOME LISTENING BEHAVIOURS

• Do you?
• Listen carefully for main points
• Take notes
• Wait for end before making up mind
• Ask questions for clarification
• Respond with nod or smile
• Concentrate and not fake attention
• Never interrupt
• Judge the message, not the speaker
• Listen patiently

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ACTIVE LISTENING

• There are 2 parts to being a good active listener
• Attending
• Tuning into the other person
• Following
• checking for meaning

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ATTENDING SKILLS

• Maintaining Silence
• not interrupting the sender will increase our
  ability to understand their message
• Open Body Language
• conveys a welcoming, interested approach
• Eye Contact
• must get it right too much is intimidating, too
  little shows disinterest
• Minimal Encouragers
• Smiles, nods, small OKs (no yeps!) during a
  conversation, but dont overdo or use them to
  hurry someone along

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FOLLOWING SKILLS

• Restating
• Para-phrasing to ensure you understand what has
  been said
• Questioning
• Open What do you think of this toy?
• Closed Do you want to buy this toy?
• Reflecting
• Examine the feelings associated with what is
  being said
• Summarising
• Important if given a large amount of information
  to pause and do this regularly

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INEFFICIENT LISTENING

• Inadequate Background Knowledge
• Selective Inattention
• Expectations
• Filtered Listening

• Boredom
• Environmental and Personal Distractions
• Timing
• Credibility

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PASSING ON MESSAGES

• Understanding the message
• You must understand the message that is given to
  you
• Listen, re-state, summarise
• Avoid jargon, acronyms, abbreviations
• Literacy skills
• Legible, correct spelling, email spellchecks

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KEEPING CLIENTS INFORMED

• Relationships
• If their inquiry is not resolved, always ensure
  they know the process and progress
• Displays you and your business interest in them
• Follow-up
• Always seek client feedback
• Will give opportunity to identify any areas for
  improvement