From day one we are
learning to speak, starting top mumble sounds until there is some sense it, we
even take debate skill classes to learn how to speak in public. But did we ever
learn how to listen?
We hear one each other,
but are we listening to what others are saying?
As stated in previous
post when supporting customer we need to start listen first to their
complaint.
Levels of
listening
There are three
basic levels of listening that we are using in any given moment. The default
one known as “Hearing words” where in this level we hear the other party
of the conversation but we are under a misconception that we are listening,
causing us to misunderstand the message , or worse, jump into conclusion, in
most cases, the wrong one. The second level, “Listening in Spurts”,
hearing bursts, part of the contentment. We aware that our listening is
degraded, tuning up ourselves from time to time. The third level, the one that
we are most likely skill-less known as “Empathetic Listening”, where we
need to learn to set aside distractions as well as provide the right feedback,
during the conversation, so the other party will know they have our full
attention.
Empathetic
Listening
Empathic listening, also
known as active listening is the way that one party is listening and responding
to the other which mutual understanding and trust.
Empathy is not
sympathy. Whereas sympathy is "feeling for someone," empathy is
"feeling as someone."
Here is an example: one
that is running late for a meeting might say, "I spilled a mug of coffee
on my pants this morning." An active listening response might be,
"You spilled some coffee on you?" or "Did it hurt?" Another
response might be, "So I understand that you needed to change suit”. Whatever
the response, it is intended to clarify the facts or information being
presented and to identify and respond to the emotions or feelings of the other
person.
By improving your empathetic
listening technique you will be able to manage and avoid disruptive and assaultive, allowing you better focus on the content
of the conversation, which is a service request call you have just received.
The
Chinese characters which make up the verb “to listen” tell us something
significant about this skill. In the Chinese language, the
active verb “to listen” is created with three major characters: ears, eyes and
heart. If one of these elements is missing—you aren’t really listening.
We hear with our ears. We listen with our hearts.
Five simple steps
Follow the advised
five simple steps listed below, it will place you in a better situation for
addressing all key issue.
Undivided attention: be focused and provide
the speaker your full attention. Ding “multi-tasking” chores will cause to “Listening in Spurts” syndrome. It
will get you in trouble.
Don’t be prejudice: be a non-judgemental and non-prejudice
the speakers issue.
Feel the
speaker: “Read between
the lines”, try to observe the emotions behind the words. Is the speaker angry,
frustrated or resentful? Respond to the emotion as well as the case itself.
Be Quiet: You don’t need to have an
immediate reply. In some cases when you allow for some quiet after your party has
vented, they themselves will break the silence and may offer a solution.
Assure your
understanding: Ask your party
clarifying questions. Restate what you perceive.
