Listen Up

Great Advice:

Welcome to this week's business insight by Shep Hyken. This
week's insight is titled:

Listening Skills 101

Listening is a business essential. It takes effort to be a good
listener. We can stereotype people's ability to listen into
three basic types:

Marginal listening - you are just there, hardly concentrating.
You may hear the message, but it is not sinking in. The customer
may even feel a lack of attention.
Evaluative listening - forming opinions, making judgments (often
premature), sometimes impatient. Easy to be distracted. Often
causes a defensive or uncomfortable response.
Active listening - a skill that takes mastering. It involves
courtesy and concentration. This is the one you want!

Here are ten ways to help you actively listen.

Use open and relaxed body language.
Establish good eye contact.
Use appropriate facial expressions.
Use head nods and other simple confirmation devices.
Filter out distractions.
Don't create distractions (drumming fingers, playing with
glasses, etc.).
Use appropriate "sub-vocals" such as mmm and uhuh.
Take notes when appropriate.
Respond with open-ended questions.
Use and give feedback.

Work on your "active listening." Listen between the lines -
People often reveal more in what they don't say than in the words
they actually choose to speak. Spot the gaps by letting people
complete their answers. Never interrupt or finish someone's
sentence for them. This is classic "evaluative listening."

Copyright © 2009- Shep Hyken, Shepard Presentations

Shep Hyken, CSP is a professional speaker and author who works
with organizations who want to build loyal relationships with
their customers and employees. For more information on Shep's
speaking programs, books and tapes contact (314)692-2200 or
shep@hyken.com. (www.hyken.com)

Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141

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