LISTEN

COMPREHEND
RESPOND
LISTENING


Listening Vs Hearing


Hearing is just a
physical activity
Listening involves the
heart, the mind and the
ears
Hearing is the
act of picking
up audible
sounds.

Listening, however
requires
concentration, so that
the brain processes
meaning from words
and sentences

Types of Listening
Active Listening
Active Listening involves appropriate listening sounds,
eg: Uhum, yes, ok, fine etc so that the customer knows
that you are listening.
Passive Listening
When one simply listens without responding.
Reflective Listening
Reflective Listening means listen and then reflect back
what you understood. Rememberdo paraphrase
but dont parrot.
THE LISTENING GAME


Barriers to Listening
Perceptions
Attitude and
emotions
Poor retention / Lack
of attentiveness
Day dreaming
Interruptions


INTERNAL
EXTERNAL
Noise
Faulty
Connection
Perception
What is Perception?
A mental image formed due to jumping to
conclusions or passing judgments too early..
Perception is a human nature. It impacts every
sphere of our lives.
Example : Story
Attitudes and Emotions
Hooks What is it ?
A hook is any behaviour ( from the customer/
another person ) that leads us to an
uncomfortable feeling of being accused or being
criticized and negative emotions are fuelled in
us.
Hooks might be in the form of :
A value judgment.
A comment
Sarcasm
Example : Road Rage

What to do?
Maintain Composure
Neutralize the venom
Be conscious / self aware
Dont take it personally
Detach yourself
emotionally



AGGRESSIVE

SUBMISSIVE

ASSERTIVE

Aggressive / Submissive Behavior
MY need is
more important
than yours

Your need is
more important
than mine
Assertive Behavior
Both our needs
are important


What ?
Empathy means feeling, acknowledging
and affirming another persons emotional
state.

Why?
Each Interaction needs to take care of the
Human Aspect and the Business
Needs.




That must have been annoying Mr. Johnson
I can certainly imagine how frustrating that could be.
Had I been at your place I would have felt the same way
You have a valid point. It can definitely be very upsetting when..
I can understand your point of view.

However
ITS NOT NECESSARY THAT SOMETHING CATASTROPHIC HAS TO
HAPPEN FOR YOU TO EMPATHIZE








What?
An expression of regret for a mistake or wrong
with implied admission of fault.
Why?
To pacify irate customers.
Apology is need based and is offered when
ever the member is in a complaining mode
and sounds unhappy.




I sincerely apologize for the inconvenience
Mr. Johnson


What?
Assurance is the ability to instill the
confidence in the customer that they are
in the right hands.
Why?
To restore the customers confidence
The important thing to be kept in mind is that while assuring the
agent must not end up making a promise of something that
cannot be delivered




I will definitely do my best to resolve this issue.
I will take care of it right away.

Avoid Trigger Words and Phrases





Lets.

How about.?

Why not..?

Well, I suggest

Could I suggest that
..?

If I were you I would.





I absolutely agree..

Thats correct

Thats true

Im of the same opinion




Well, if you ask me,
Id say
Thats right,
however..