101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 23. Summary Judgment: Listening

Goal

To improve listening effectiveness. Participants will paraphrase or summarize prior information before entering a conversation.

Time Required

Approximately 30 minutes

Group Size

Subgroups of five or six persons each

Materials

• None

Process

1. Form subgroups of five or six persons each.

2. Direct the subgroups to discuss the topic “Communication Problems I Have Encountered” (or you can provide some other relevant topic).

3. Allow approximately 5 to 10 minutes, then stop the discussions.

4. Explain that the subgroups will continue their discussions on the topic, but a new “listening rule” is to be used. The rule states that in order for a person to enter the discussion, he or she must paraphrase or summarize the previous speaker’s comments to that person’s satisfaction. Once the new speaker has successfully done so, he or she may make any comments. Before the next person enters the discussion, he or she must paraphrase or summarize the previous comments, and so on.

5. Allow approximately 10 minutes for the discussion and then stop the activity.

6. Facilitate a large group discussion by asking the following questions:

   •	Describe your individual feelings during the two discussions.
   •	How well did people listen during the initial discussion? What support do you have for this observation? ...