Chapter #2 Summary and notes

Chapter #2 Summary and notes - 1 Lesson 2 Developing Strong...

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1 Lesson 2: Developing Strong Listening and Communication Skills 2 Objectives Describe the characteristics and benefits of active listening Understand how to avoid the distractions that prevent good listening Understand how to build rapport and trust with customers who have varying communication styles 3 The Power of Listening Listening is a skill that is important to many professions Listening is the most important quality for a support person Listening is hard work; it requires thought and can be improved with practice You have to want to listen You must listen actively so the other person knows that you are listening 4 Being an Active Listener Listening – To make an effort to hear something; to pay attention Active listening – Listening that involves participating in a conversation and giving the speaker a sense of confidence that he or she is being heard Passive listening – Listening that involves simply taking in information and shows little regard for the speaker 5 Being an Active Listener (continued) 6 Being an Active Listener (continued) Ask questions and respond to the speaker: Ask appropriate and relevant questions
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Assimilate and acknowledge the information the customer is providing Checklists can be used to diagnose and methodically identify solutions Knowing what questions to ask is an important skill Know when to question the answers received is also important 7 Being an Active Listener (continued) Listen to how customers use jargon and acronyms to determine their skill level Jargon – The specialized or technical language used by a trade or profession Acronym – A word formed from the first letters of a series of words Good listening enables you to: o Learn the business language that customers are using to describe their work o Understand and adjust to your customer’s needs 8 Being an Active Listener (continued) Knowing when not to ask questions while still being responsive is one of the nuances of customer service When customers are angry or upset, simply listen and respond to what the customer is saying in the least intrusive way possible Face-to-face, maintain eye contact, nod your head Over the telephone, use a verbal nod of the head o “Uh-huh,” “I see,” “Go on,” “I understand” 9 Being an Active Listener (continued) Verify understanding: Verify that: o You understand what the customer said
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o The customer understands your reply Look and listen for signs of understanding Ask questions to determine the customer’s level of understanding: o “Would you like me to repeat that?” 10 Being an Active Listener (continued) Paraphrase - To restate the information given by the customer using slightly different words Verifying understanding also promotes a good working relationship with other service providers Asking questions is the only way to determine the actual source of the problem
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