Page 30 - Get More Business 2022 v1

‘Two ears and one mouth - use
them in that proportion’ Listen
30
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
GET MORE BUSINESS
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.
LISTEN
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.