Chapter #2 Summary and notes

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

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Unformatted text preview: 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 • 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 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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Chapter #2 Summary and notes - 1 Lesson 2 Developing Strong...

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