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AVSC 1030 Lesson 7 - Lesson 7 BEING READY TO LISTEN Being...

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Lesson 7 BEING READY TO LISTEN Being ready to listen may seem like an obvious statement. Listening involves your total focus on the customer. Blocking out noise, both external and internal, is key. There are so many distractions and the physical act of focusing and blocking out those distractions is critical. • External distractions are the most obvious culprits in turning our focus away from active listening. If there is unavoidable interruptions first explain to the interrupter that you are busy with a customer, and you will be able to help them as soon as you are finished helping that customer. There will be times when you may have to excuse yourself momentarily, but you must return quickly and always apologize for any interruption. Also, pay attention to outside distractions that have put your mind in a different place other than your conversation with your client. Do not let your personal problems act as distractions to your mind. • Internal distractions are less obvious, but are equally crucial. Listen to your own self-talk. Pay attention to the negative self-talk, and change it to support you. When negativity becomes a part of your regular self-talk that comes across to your customer. Words like I can’t become part of your normal dialogue. If you change your self-talk to be more positive your focus will shift and you will more likely use words that say, “Here is what I can do for you...” Internal distractions can also be the cause of biases and prejudices. Listen to your own internal dialogue about a person, or their situation. Push that aside and listen openly. Listen completely by avoiding the temptation to think of what you are going to say next. Do not talk over your customer. When you attempt to both listen and talk at the same time you will find that you will not do either effectively. Listen for what is not being said with words. You can see a lot in a person’s face and body language. Pay attention to what they are saying through these cues. SHOWING YOU ARE LISTENING You can truly be listening and even say all the right words, but still give the customer the wrong message. Your body language and actions make a statement that can be more powerful than words. There are many behaviors that will ensure the customer we are being attentive. • Attentive silence involves body cues that show your attention is focused on your customer and that you are actively listening. This is an important technique for face –to –face exchanges. Eye contact is crucial, head nods, and posture position show that you are interested. When you look directly at someone and smile you show that you are not only
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