Dwcc - Active_listening
-
Upload
king-solomon-catral -
Category
Documents
-
view
216 -
download
0
Transcript of Dwcc - Active_listening
-
7/29/2019 Dwcc - Active_listening
1/25
ACTIVELISTENING
-
7/29/2019 Dwcc - Active_listening
2/25
Objectives
Know the kinds of listening.
To improve listening skills. Understand skills associated to activelistening by giving examples.
Understand importance of activelistening in the Call Center business
Be able to discuss the differencebetween active listening from hearing.
-
7/29/2019 Dwcc - Active_listening
3/25
Nature gave man twoears but only onetongue, which is agentle hint that he
should listen more thanhe talks.
-
7/29/2019 Dwcc - Active_listening
4/25
Facts about listening
2/3 you learn, you learn through listening
The average person remembers only about
25% of what he or she hears
Some people remembers as little as 10%Listening takes real effort!
It is a task especially when one is not
interested or is not set to listen.Listening to customers will help you give
quality customer service, a call center
only product.
-
7/29/2019 Dwcc - Active_listening
5/25
Difference between
Hearing and Listening
HEARING is the act of receiving audible
sounds with the ear and it is a passive
act.
LISTENING is the active pursuit of
understanding what the other person issaying and feeling.
-
7/29/2019 Dwcc - Active_listening
6/25
When we are listening we
understand the speakers
thoughts and feelings from
their own perspective.
-
7/29/2019 Dwcc - Active_listening
7/25
ACTIVE LISTENINGStructured form of listening and
responding that focuses the attention to
the speaker.
Learned skill
Benefits
Forces people to listen attentively to othersAvoids misunderstandings
Tends to let people open up.
-
7/29/2019 Dwcc - Active_listening
8/25
Best Kinds of Listening
Voluntary Listening you want or youchoose to listen
Ex: Listening, Gossip
Purposeful Listening you have apurpose or a goal to achieve listening.
Ex. Student listening to Instructor
-
7/29/2019 Dwcc - Active_listening
9/25
Motivated Listening you are highlymotivated by a purpose
Ex. Listening to bridge, Listening to Idol
Critical Listening you listen and followthe speakers ideas and carefully evaluate
themEx. Debate, Court Battle
Cooperative Listening you cooperate
by not speaking or distracting the speakerEx. Listening to a friend
-
7/29/2019 Dwcc - Active_listening
10/25
Two Types of Listening in a
Call Center
Listening to Details
Listening to verbal or spoken wordsof the transaction between a call centeragent and a customer
This includes: what, when, and why.
-
7/29/2019 Dwcc - Active_listening
11/25
Listening to Music
listening to non-verbal communicationpart of the transaction.
This includes: how and other non-verbal cues
Watch for tone of voice, pitch,volume of the voice and how the
words are spoken, and choice ofwords
-
7/29/2019 Dwcc - Active_listening
12/25
Benefits of Active Listening
Demonstrates respect to and from thecustomers
Determine and resolve issues
Develop relationships in a very shorttime frame
These relationships are invaluable in todays
marketplace and are the foundation ofsuccessful selling.
-
7/29/2019 Dwcc - Active_listening
13/25
Levels of Listening
Appreciative Listening it is a favorablecritical judgments.
Ex. Listening to your seatmate telling a story
Discriminatory Listening requires youto remember, understand, and
comprehend the integral part of themessage
Ex. Call Center agents taking orders
-
7/29/2019 Dwcc - Active_listening
14/25
Evaluative Listening
undergoing a processconceptualizing and
understanding a subject
but also of making valuejudgment of an idea.
Ex. Customer service
agents listens to details of
the message and to
customers feelings and
emotions.
-
7/29/2019 Dwcc - Active_listening
15/25
Barriers to Active Listening
Physical Discomfort Rethink your purpose in listening and start
concentrating again
Distractions external factors that hinder
your concentration.
Focus your attention on the words, ideas, feelings
and underlying intent. Practice your power of concentration.
-
7/29/2019 Dwcc - Active_listening
16/25
Hostile attitude towards the speaker
Screen out emotional sensitivity.
Being a casual listener giving irregular attentionor off-hand and careless comments to what thespeaker says.
Focus on the speaker
Being uncritical listenerletting the speakersstature or reputation impress more than the value of
the speech. Reflect and evaluate on what is being said rather
than whos saying it.
-
7/29/2019 Dwcc - Active_listening
17/25
Having closed mind when your decision
was made up before hearing all sides of thesituation.
Let the speaker finish his piece.
Prejudging jumping to the conclusion
before the speaker fully expresses
himself/herself.
Avoid thinking about what you want to say to saynext.
-
7/29/2019 Dwcc - Active_listening
18/25
Prejudice it is given that if you agree to aspeakers personal beliefs, mores, prejudices
and views you will listen more attentively.
Suspend your biases and preconceived notions.
Be an objective listener.
-
7/29/2019 Dwcc - Active_listening
19/25
Basics for Better Listening
Set your mind for listening maintainfocus
Stop talking when someone is talkingresist the urge to interrupt
Establish a desire to learn beinterested in the topic, get to know thespeaker
-
7/29/2019 Dwcc - Active_listening
20/25
Keep an open minddont letbackground or personal biases cloud yourpoint of view about the speakers message
Be patient hold your temper
Learn to recognize ideas focus on themain idea of the concern or the gist ofthe story
Develop if necessary an efficient note-taking systems keep your notesminimal
-
7/29/2019 Dwcc - Active_listening
21/25
Skills associated with ActiveListening
Attending/acknowledging providingverbal and non-verbal awareness of theother by giving an upbeatacknowledgement
Reflecting reflecting feelings,
experiences, or content that has beenheard or perceived through cues.
-
7/29/2019 Dwcc - Active_listening
22/25
Interpreting offering a tentativeinterpretation about the others
feelings, desires, or meaning Restating/Paraphrasing this meansthat you are stating using your ownwords your understanding of themessage.
Summarizing wrapping up the entireconversation.
Giving feedback response to what theother person is saying.
-
7/29/2019 Dwcc - Active_listening
23/25
Supporting showing warmth and caringin ones own individual way.
Perception checking finding out if theinterpretations and perceptions arevalid and accurate.
Being quiet giving the other time tothink as well as to talk.
Probing - questioning
-
7/29/2019 Dwcc - Active_listening
24/25
The combination of Desire - I WANT TO LISTEN Effort - IM GOING TO WORKFOR IT
Skill - I KNOW HOW TO DO IT!
Will result in improved listening.
-
7/29/2019 Dwcc - Active_listening
25/25
The beginning of wisdom is
silence. The second stage is
listening.Dont listen with your ears. Listen
with the head and the heart.