Stop doing these

While I believe it's important to focus on the positive, you also need to do some self evaluation:

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

Bad Listening Habits

Last time I gave you a list of good listening habits. Now let me
give you some habits to avoid.

You do all of the talking.
You interrupt when others talk
You never look at the people you are talking to, or indicate that
you are listening.
You continually toy with a pencil, paper or some other item.
Your poker face keeps people guessing whether you understand
them.
Because you never smile, you give the impression that you are too
serious.
You change what others say by putting words into their mouths.
You put people on the defensive when you ask questions.
Occasionally, you ask a question about what has just been said,
showing you weren't listening.
You start to argue before the other person has a chance to
finish.
Everything that is said reminds you of an experience you have had
and you feel obliged to digress with a story.
You finish sentences for people if they pause too long.
When you are talking, you become angry if someone finishes a
sentence for you.
You wait impatiently for someone to finish so that you can
interject something of your own.
You work too hard at maintaining eye contact that you make the
other person feel uncomfortable.
When talking to a member of the opposite sex, you look as if you
are appraising that person.
You constantly measure people's words as being believable or
unbelievable.
You overdo the feedback you give; too many nods or uh-hugh's.
You sit too far or to close to people.
You act as if you know it all.
You make judgments about people when they speak.
You feel obligated to listen rather than being sincerely
interested in or empathetic towards people.

The customer must always think/he or she is appreciated, listened
to and understood! Go back to the tips on good listening skills
and reread what it takes to "actively listen."

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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