Sometimes customers just want to be heard. Sometimes we hear only what we want to hear. Sometimes we do hear customers and they are still angry. Sometimes we miss the customer's point and make them angrier still.
Listening is more than hearing. Listening is the ability to receive, attend to, interpret, and respond to verbal messages and other cues, like body language, in ways that are appropriate to the purpose.
If the customer is socializing, our purpose is to enjoy, so we listen and respond in a relaxed manner. If the customer wants to persuade us, our purpose is judgment, so we listen and respond differently.
It is estimated that people screen out or misunderstand the intended meaning or purpose of a message in over 70 percent of communications, making listening the biggest contributing factor to miscommunication.
Behavioral research shows that people approach listening with different purposes and with different motivations related to achieving that purpose.
The Listening Skills Assessment is a self-directed learning instrument that helps people discover their preferred or most natural approach to listening as they gain insight into other listening approaches.
The Listening Assessment identifies five listening approaches:
Click here to view a sample Listening Skills Assessment
The Listening Skills Assessment helps people see that their preferred listening approach may not be appropriate to every situation.
They learn when and how to adopt another listening approach for more successful communication. It outlines three primary factors to consider in choosing the listening approach appropriate to the situation:
The Listening Skills Assessment can also be introduced as part of a Listening Skills Training Program.
ProEdge Skills instructors can come and deliver the training for you
Learn and deliver the training yourself
The Listening Skills Facilitator’s Kit provides everything so you can administer the Listening Skills Assessment in facilitated sessions.
The kit includes:
Presentation materials on USB
Click here for more information and pricing.