Page 51 - Drive First Gear Complete - Web

➍ Summarizing what the speaker
said clarifies your understanding
and allows you to review progress.
Use summarizing language to pull
together ideas and facts, establish
a basis for further discussion and
review progress.
Which of the examples below are
good examples of Summarizing?
(Circle all that apply.)
A. “I think I have what I need.”
B. “Is that clear?”
C. “These seem to be the key ideas
you have expressed...”
D. “If I understand you correctly,
you feel this way about the
situation...”
Did you circle C and D? Well done!
As you can see, summarizing
is a great way to ensure you’re
communicating and not just talking. CUSTOMER SERVICE / THE 4 PRINCIPLES OF CUSTOMER INTERACTION / BLAT

Failure to listen usually results in the
loss of the customer. The sound of the
customer’s words may reach your ears,
but unless you understand what you
hear, you’re not listening. Listening is
very different from hearing.

To be fully receptive, a listener must
show a sincere concern for the
speaker expressing their thoughts and
emotions.

Interrupting is probably the most
destructive element in personal
communication. People often express
themselves spontaneously and may be
disorganized in their speech or express
incomplete thoughts. Good listening
means being patient and listening
to the flow and logic of the speaker.
Impatient listeners will interrupt rather
than wait for the speaker’s meaning to
become clear.

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