No one ever ‘listened themselves’ out of a job!
Our listening skills
We have two ears and one mouth so that we can listen twice as much as we speak.
–Epictetus
When working with a customer work through this process to ensure you are actively listening:
Passive
–Stay silent
–Positive body language
–Encouraging words
–Taking notes
–Unbundling—clarification
–Reflecting—sensitive to signals / draw out
–Summarising
Active