Page 30 - Energy and Ideas Get More Business 2023 v 2 flip

‘Two ears and one mouth -
use them in that proportion’
Listen more than you speak.

DEVELOP THE SKILL OF ACTIVELY LISTENING

1. Value the speaker – respect their position, be patient and focus on them
2. Actively listen for the content of the message.
3. Communication takes place when information passes from a source to a receiver.
If you spend all of your listening time planning how to zing the other person, then,
when they finally stop talking, you haven’t heard them.
4. Show that you are listening – look at the person speaking, give them your full
attention. Resist distractions even when other things are going on in the room.
5. Listen to the FACTS that people are saying at different levels to the FEELINGS they
are expressing and to the INTENTIONS which may be hidden amongst their words.
6. Note the speaker cues – how it is said - verbal and non-verbal.
7. Listen to your customers point of view with an open mind i.e. don’t find excuses to
offer others criticism/ feedback. Sometimes what they say is true but you don’t
want to listen. Put preconceived ideas aside.
8. Respond to the feelings of the speaker too.
9. Listen to what is not said – listen between the lines. Ask clients to expand on their
statements by focussing on what has not been said
10. Acknowledge information as you go along and ask questions
11. Remember to summarise and reflect back what you have heard and build upon it
to show you are interested in what is being said.
12. Check immediately if something is not clear
13. Do not interrupt
14. Do not rely on your memory so take good notes including key words and phrases
to use if you do a proposal.