Dwcc - Active_listening

7/29/2019 Dwcc - Active_listening

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ACTIVELISTENING


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Objectives

Know the kinds of listening.

To improve listening skills. Understand skills associated to activelistening by giving examples.

Understand importance of activelistening in the Call Center business

Be able to discuss the differencebetween active listening from hearing.


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Nature gave man twoears but only onetongue, which is agentle hint that he

should listen more thanhe talks.


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Facts about listening

2/3 you learn, you learn through listening

The average person remembers only about

25% of what he or she hears

Some people remembers as little as 10%Listening takes real effort!

It is a task especially when one is not

interested or is not set to listen.Listening to customers will help you give

quality customer service, a call center

only product.


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Difference between

Hearing and Listening

HEARING is the act of receiving audible

sounds with the ear and it is a passive

act.

LISTENING is the active pursuit of

understanding what the other person issaying and feeling.


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When we are listening we

understand the speakers

thoughts and feelings from

their own perspective.


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ACTIVE LISTENINGStructured form of listening and

responding that focuses the attention to

the speaker.

Learned skill

Benefits

Forces people to listen attentively to othersAvoids misunderstandings

Tends to let people open up.


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Best Kinds of Listening

Voluntary Listening you want or youchoose to listen

Ex: Listening, Gossip

Purposeful Listening you have apurpose or a goal to achieve listening.

Ex. Student listening to Instructor


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Motivated Listening you are highlymotivated by a purpose

Ex. Listening to bridge, Listening to Idol

Critical Listening you listen and followthe speakers ideas and carefully evaluate

themEx. Debate, Court Battle

Cooperative Listening you cooperate

by not speaking or distracting the speakerEx. Listening to a friend


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Two Types of Listening in a

Call Center

Listening to Details

Listening to verbal or spoken wordsof the transaction between a call centeragent and a customer

This includes: what, when, and why.


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Listening to Music

listening to non-verbal communicationpart of the transaction.

This includes: how and other non-verbal cues

Watch for tone of voice, pitch,volume of the voice and how the

words are spoken, and choice ofwords


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Benefits of Active Listening

Demonstrates respect to and from thecustomers

Determine and resolve issues

Develop relationships in a very shorttime frame

These relationships are invaluable in todays

marketplace and are the foundation ofsuccessful selling.


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Levels of Listening

Appreciative Listening it is a favorablecritical judgments.

Ex. Listening to your seatmate telling a story

Discriminatory Listening requires youto remember, understand, and

comprehend the integral part of themessage

Ex. Call Center agents taking orders


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Evaluative Listening

undergoing a processconceptualizing and

understanding a subject

but also of making valuejudgment of an idea.

Ex. Customer service

agents listens to details of

the message and to

customers feelings and

emotions.


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Barriers to Active Listening

Physical Discomfort Rethink your purpose in listening and start

concentrating again

Distractions external factors that hinder

your concentration.

Focus your attention on the words, ideas, feelings

and underlying intent. Practice your power of concentration.


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Hostile attitude towards the speaker

Screen out emotional sensitivity.

Being a casual listener giving irregular attentionor off-hand and careless comments to what thespeaker says.

Focus on the speaker

Being uncritical listenerletting the speakersstature or reputation impress more than the value of

the speech. Reflect and evaluate on what is being said rather

than whos saying it.


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Having closed mind when your decision

was made up before hearing all sides of thesituation.

Let the speaker finish his piece.

Prejudging jumping to the conclusion

before the speaker fully expresses

himself/herself.

Avoid thinking about what you want to say to saynext.


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Prejudice it is given that if you agree to aspeakers personal beliefs, mores, prejudices

and views you will listen more attentively.

Suspend your biases and preconceived notions.

Be an objective listener.


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Basics for Better Listening

Set your mind for listening maintainfocus

Stop talking when someone is talkingresist the urge to interrupt

Establish a desire to learn beinterested in the topic, get to know thespeaker


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Keep an open minddont letbackground or personal biases cloud yourpoint of view about the speakers message

Be patient hold your temper

Learn to recognize ideas focus on themain idea of the concern or the gist ofthe story

Develop if necessary an efficient note-taking systems keep your notesminimal


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Skills associated with ActiveListening

Attending/acknowledging providingverbal and non-verbal awareness of theother by giving an upbeatacknowledgement

Reflecting reflecting feelings,

experiences, or content that has beenheard or perceived through cues.


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Interpreting offering a tentativeinterpretation about the others

feelings, desires, or meaning Restating/Paraphrasing this meansthat you are stating using your ownwords your understanding of themessage.

Summarizing wrapping up the entireconversation.

Giving feedback response to what theother person is saying.


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Supporting showing warmth and caringin ones own individual way.

Perception checking finding out if theinterpretations and perceptions arevalid and accurate.

Being quiet giving the other time tothink as well as to talk.

Probing - questioning


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The combination of Desire - I WANT TO LISTEN Effort - IM GOING TO WORKFOR IT

Skill - I KNOW HOW TO DO IT!

Will result in improved listening.


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The beginning of wisdom is

silence. The second stage is

listening.Dont listen with your ears. Listen

with the head and the heart.

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Dwcc - Active_listening