Active Listening Skills

A skill so important that most retail representative does not aware how it affects the whole scenario when having conversations with customers. Being a good listener is just not enough hence it would not deliver the end results and we do it most of the time. A good listener would not comply with the utmost customer service experience. Those who are actively listening would try to comply with everything he/she can provide and assist; either products, services or even a simple advise to the customers.

Sometimes, what we hear is not what customer want because they might have problem explaining what they want. What can I say is, being proactive is so much better in building customer relations.

 It is a very useful skill when attending customer’s complaint where the person should be ready mentally where feelings might involve and physically where some actions need to be done as soon as possible.

Is no harm for us also to observe what the customer doing as long it is not irritating the customer’s feelings. Some of us might observe little bit too much until a point where the customers feel being watch. This is not a good experience for them when they are in the shop as if they are going to do something bad.

The main objective is to “Hear What People or Customer are Really Saying”. Below is some guidance that I used personally to trained & coach my retail staff.

Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.

·         We listen to obtain information.

·         We listen to understand.

·         We listen for enjoyment.

·         We listen to learn.

Given all this listening we do, you would think we'd be good at it! In fact most of us are not!

Clearly, listening is a skill that we can all benefit from improving. By becoming a better listener, you will improve your productivity, as well as your ability to influence, persuade and negotiate. What's more, you'll avoid conflict and misunderstandings. All of these are necessary for workplace success!

Tip

Good communication skills require a high level of self-awareness. By understanding your personal style of communicating, you will go a long way towards creating good and lasting impressions with others.

About Active Listening

The way to become a better listener is to practice "active listening." This is where you make a conscious effort to hear not only the words that another person/customer is saying but, more importantly, try to understand the complete message being sent. In order to do this you must pay attention to the other person very carefully.

You cannot allow yourself to become distracted by whatever else may be going on around you, or by forming counter arguments that you'll make when the other person stops speaking. Nor can you allow yourself to get bored, and lose focus on what the other person is saying. All of these contribute to a lack of listening and understanding.

Tip

if you're finding it particularly difficult to concentrate on what someone/customer is saying, try repeating their words mentally as they say them – this will reinforce their message and help you stay focused.

To enhance your listening skills, you need to let the other person know that you are listening to what he or she is saying. To understand the importance of this, ask yourself if you've ever been engaged in a conversation when you wondered if the other person was listening to what you were saying. You wonder if your message is getting across, or if it's even worthwhile continuing to speak. It feels like talking to a brick wall and it's something you want to avoid.

Acknowledgement can be something as simple as a nod of the head or a simple "uh huh." You aren't necessarily agreeing with the person/customer, you are simply indicating that you are listening. Using body language and other signs to acknowledge you are listening also reminds you to pay attention and not let your mind wander.

You should also try to respond to the person/customer in a way that will both encourage him or her to continue speaking, so that you can get the information if you need. While nodding and "uh huhing" says you're interested, an occasional question or comment to recap what has been said communicates that you understand the message as well.

Becoming an Active Listener

There are five key elements of active listening. They all help you ensure that you hear the other person/customer, and that the other person/customer knows you are hearing what they say.

1. Pay Attention

Give the person/customer your undivided attention, and acknowledge the message. Recognize that non-verbal communication also "speaks" loudly.

• Look at the speaker directly.
• Put aside distracting thoughts.
• Don't mentally prepare a rebuttal!
• Avoid being distracted by environmental factors. For example, side conversations.
• "Listen" to the speaker's body language.

2. Show That You're Listening

Use your own body language and gestures to convey your attention.

• Nod occasionally.
• Smile and use other facial expressions.
• Note your posture and make sure it is open and inviting.
• Encourage the speaker to continue with small verbal comments like yes, and uh huh.

3. Provide Feedback

Our personal filters, assumptions, judgements  and beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect what is being said and ask questions.

• Reflect what has been said by paraphrasing. "What I'm hearing is," and "Sounds like you are saying," are great ways to reflect back.
• Ask questions to clarify certain points. "What do you mean when you say?" "Is this what you mean?"
• Summarize the person’s/customer’s comments periodically.

4. Defer Judgement

Interrupting is a waste of time. It frustrates the person/customer and limits full understanding of the message.

• Allow the person/customer to finish each point before asking questions.
• Don't interrupt with counter arguments.

5. Respond Appropriately

Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the person/customer or otherwise putting him or her down.

• Be candid, open, and honest in your response.
• Assert your opinions respectfully.
• Treat the other person in a way that you think he or she would want to be treated.

Key Points

It takes a lot of concentration and determination to be an active listener. Old habits are hard to break, and if your listening habits are as bad as many people's are, then there's a lot of habit-breaking to do!

Be deliberate with your listening and remind yourself frequently that your goal is to truly hear what the other person is saying. Set aside all other thoughts and behaviours and concentrate on the message. Ask questions, reflect, and paraphrase to ensure you understand the message. If you don't, then you'll find that what someone says to you and what you hear can be amazingly different!

Start using active listening today to become a better communicator, improve your workplace productivity, and develop better relationships.