Can You Hear Me Now
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
Can You Hear Me Now?
Introduction
Do you think you're a good listener? Truth is, truly listening is a rare skill. Often, we're so eager to respond that we stop really hearing the person in front of us. We wait for a pause just to jump in, thinking we’re helping.The Problem with Listening
Whether it’s a customer, colleague, or loved one, our brains are constantly making assumptions about each word and tone. However, these interpretations may not reflect the speaker’s intent. In fact, research reveals that two-thirds of employees feel their managers aren't really listening.The Temptation to Interrupt
We often prepare our answers while the other person is still speaking. Concerns about not having all the answers, appearing unknowledgeable, or frustrating the other person can cloud our focus. This means we might miss important points and leave the other person feeling ignored or undervalued.Why Listening Matters
Our intentions are usually good. We want to provide the best answers and solutions. Yet, if we’re absent from the conversation, the other person can end up feeling unheard and unimportant. If there wasn’t an issue before, there might be now. Simply put, if you aren’t truly listening, you can’t fully answer the question.The Art of Listening in Customer Service
Listening is often our weakest communication skill. However, great customer service professionals excel here. Active listening means truly focusing on what the other person is saying, instead of thinking about our responses.Hearing vs. Listening
It's crucial to differentiate hearing from listening. Hearing is simply the physiological process of detecting sound. Listening, on the other hand, involves understanding and interpreting what we hear.Interestingly, the word 'listen' originates from ‘list,’ meaning to lean toward one side. You may notice how people often lean in when engaged in conversation, even during a phone call.
Conclusion
When you truly listen, both parties benefit. However, it's not enough to just listen; you must show that you’re listening. Sometimes people might not realize you are because it’s not communicated effectively.Source: Training, December 2006, p. 9.
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