Page 21 - CUST SVC TEXTBOOK 2020

7.3 Active Listening

To help Service Providers take the right steps to be successful, they should apply Active
Listening Skills when interacting with customers.

Differences Between Hearing And Listening

Hearing Listening

Ear Ear
- picks up sounds - picks up sound
vibrations vibrations

Mind
- pays attention
- interprets
- remembers
- responds

Listening

A person who listens is making an effort to
concentrate on hearing what the speaker is saying. Listening
takes time and effort because it is an active
process. Listening Activity – Pass the message.
What did you learn from the message?

Active Listening

A good listener must respond so that the speaker knows that he/she understands what is being
said. Good listeners also consider the speaker’s
feelings. This is listening with empathy. Empathy is:

ACTIVE LISTENINNG
- putting yourself in the other person’s shoes

- feeling what the other person feels L ook Interested
I nquire with
- understanding the other person so well that you can Questions
identify with him/her S tick to the Point
T est Your
Steps to Active Listening Understanding
E valuate the
1. Look Interested
Message
- face the speaker N eutralise Your
Feelings
- Have eye contact

- Have open and positive body posture.

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