Page 22 - CUST SVC TEXTBOOK 2020
P. 22
2. Inquire with Questions
- Ask questions using the 5Ws and 1H to get the full story
- Who
- What
- When
- Where
- Why
- How
3. Stick to the Point
- Remember your purpose
- Be patient
- Do not interrupt
- Do not prejudge
4. Test your Understanding
- Check to make sure you understand the speaker through retating.
- Speaker : My boss keeps asking me to do this and that.
- Listener : Are you saying your boss gives you many things to do?”
5. Evaluate the Message
- Assess the message to check if it is a fact/opinion, possible cause and effect, etc.
6. Neutralise Your Feelings
- Stay calm
- Maintain your self-control
- Keep an open mind
- Suspend your instant judgement
Guidelines to Good Listening
1. Stop talking
2. Hold your temper
3. Avoid arguing
4. Avoid critising
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