96. LISTEN UP for Better Communication
The secret of being a great communicator is to listen a whole lot more than you speak. Whether you are communicating with customers, coworkers, or other people, be the best listener you can be.
L-earn.
View every listening experience as an opportunity to learn something.
I-dentify.
Look for ways to identify with what you are hearing.
S-ay nothing.
Keep quiet and listen.
T-une in.
Give your full and undivided attention to the speaker.
E-mpathize.
Put yourself in the speaker’s shoes, and show understanding and empathy.
N-o judging.
Remain neutral while you are listening to the message.
U-tilize the information you received to prepare your response.
P-ause before you answer. Always think before you speak.
Get Award-Winning Customer Service: 101 Ways to Guarantee Great Performance now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
