Comments on: Use the 5 phases of listening to make your customers happy http://beyondbigmarketing.com/blog/use-the-5-phases-of-listening-to-make-your-customers-happy/ We provide creative marketing solutions for businesses in Chicago. Sun, 30 Oct 2011 14:10:41 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Kevin McGraw http://beyondbigmarketing.com/blog/use-the-5-phases-of-listening-to-make-your-customers-happy/comment-page-1/#comment-524 Kevin McGraw Sun, 04 Apr 2010 03:23:43 +0000 http://beyondbigmarketing.com/blog/?p=128#comment-524 You've touched on something here. The premature judgment you cited as an example? That's due to the lack of employing a skill I’ve heard referred to as "Active Listening." It's sadly lacking when holding conversations in our culture of multitasking, which you neatly outlined. One tip folks might want to try—and this works great if one is really listening—is to "mirror" what you've heard once your counterpart has gotten their major points across. At this time say, "So what I'm hearing is...” (Sum up, high-level, what you think that person is trying to communicate). It does two things; 1.) It tells you immediately if your on the right track, or not, as far as recall goes—because your conversation partner will agree, or correct you if your not getting it, or at least clarify any holes. And 2.) It acknowledges the person you’re talking with, letting them know you are completely engaged and value to what they are trying to impart. Again, I like it because it helps with memory and recall, and tells the person I'm with that I "get them." If the conversation’s in-person, there's non-verbal communication that goes along with and supports all of this...but that sir, is the subject for another bog. Nice article, thanks for posting. You’ve touched on something here. The premature judgment you cited as an example? That’s due to the lack of employing a skill I’ve heard referred to as “Active Listening.” It’s sadly lacking when holding conversations in our culture of multitasking, which you neatly outlined.

One tip folks might want to try—and this works great if one is really listening—is to “mirror” what you’ve heard once your counterpart has gotten their major points across. At this time say, “So what I’m hearing is…” (Sum up, high-level, what you think that person is trying to communicate). It does two things; 1.) It tells you immediately if your on the right track, or not, as far as recall goes—because your conversation partner will agree, or correct you if your not getting it, or at least clarify any holes. And 2.) It acknowledges the person you’re talking with, letting them know you are completely engaged and value to what they are trying to impart.

Again, I like it because it helps with memory and recall, and tells the person I’m with that I “get them.” If the conversation’s in-person, there’s non-verbal communication that goes along with and supports all of this…but that sir, is the subject for another bog.

Nice article, thanks for posting.

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