CHAPTER 17
MAKING A SHOW OF LISTENING
The listening process is a combination of what we hear, what we understand, and what we remember. When you listen well, you learn more. When you make your listening process visible to your customer, you communicate respect and caring. By so doing, you say, “I think you are important. I value what you are telling me.”
GOOD LISTENING IS LEARNED
Hearing is a physical ability. It is what happens when sound waves vibrate your ear drum and that signal is transmitted via the auditory nerve to the brain. Listening is not a physical ability. Nor is it tied to intelligence; some of the world’s smartest people are poor listeners. They think listening well ...
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