If you ask well-directed questions, it will help you to remain in control of the conversation. You will be able to direct and channel the conversation and keep that professional touch.
Fact: if you ask well-directed questions, your customers will respect you.
Fact: Questions will show the customer that you are really interested in what they think. This will help to build that trust relationship between the customer and your company.
Fact: After asking a well-directed question you must always stop talking and start listening. The question has no meaning if you answer it yourself. You ask a question to gain information.
Fact: Research shows that if a sales person interrupts a customer while they are speaking, there is an 90% chance that
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We often do this when listening to a toddler rambling off, or a furious client.
Attentive listening, where we focus on the words said, and not the meaning or the message.
Reflective listening, where you mimic or repeat the words said, here you are not actively listening.
Empathetic listening is to listen with intent, to understand.
The last level is the best level.
Empathy is not sympathy. Sympathy is a form of agreement, a form of judgment. “Shame”.
Empathetic listening involves much more than registering, reflecting, or even understanding the words that are said.
In empathetic listening, you listen with your ears, but you also, more importantly, listen with your eyes and with your heart. You listen for feeling, for meaning. You listen for behaviour. You use your right brain, as well as your left.
THE POWER OF QUESTIONING
The difference between professionals and amateurs is the ability to ask skilful, potent and proper questions to create the 3 GAPS.
Words and phrases that are similar to finding 3 GAPS are:
i. Identifying potential opportunities. ii. Creating new needs iii. Finding the ‘hot buttons’. iv. Identify areas of discomfort and
Listening is an important skill that many people take for granted. Listening empathelicay means putting oneself in “someone else’s shoes”. Listening only to get information takes away much of what the speaker is saying, by being able to empathize with someone one is on the same wavelength. In this world, there exist many different cultures and subcultures.
Burton defines empathy as the ability to not only recognize but also to share another person’s or a fictional character’s or a sentient beings’ emotions. It involves seeing a person’s situation from his or her own perspective and then sharing his or her emotions and distress (1). Chismar posits that to empathize is basically to respond to another person’ perceived state of emotion by experiencing similar feelings. Empathy, therefore, implies sharing another person’s feeling without necessary showing any affection or desire to help. For one to empathize, he or she must at least care for, be interested in or concerned about
To understand what empathic attunement is it is also important to understand what empathy is. Empathy is the ability to place oneself in another persons shoes and see the world through the others persons eyes without judgement or criticism ( Goldstein, 2007). By having the ability to experience how it is for another person you can begin to understand how this person views the world they live in. It is important to remember that many clients present for therapy with a sense of vulnerability. They may have difficulty expressing their experiences and it is the therapists role to sense more and gain an understanding of what they are saying. E.g “Behind your words I am hearing you say that your sacred”. Empathy can help
Listening can be defined as empathy, silent, attention to both verbal and nonverbal communication and the ability to be nonjudgmental and accepting (Shipley 2010). Observing a patient’s non-verbal cues, for example, shaking or trembling may interpret as an underlying heart condition that may not have been addressed (Catto & Mahmud 2012). Empathy is defined as being mindful of and emotional to the feelings, opinions, and encounters of another (Merriam-Webster Online Dictionary 2009 as cited in Shipley 2010). Providing an environment conducive to nonjudgmental restraints allows the patient to feel respected and trusted whereby the patient can share information without fear of negativity (Shipley 2010). For example, a patient who trusts a nurse builds rapport enabling open communication advocating a positive outcome (Baker et al. 2013). Subsequently, repeating and paraphrasing a question displays effective listening skills of knowledge learned (Shipley 2010). Adopting a therapeutic approach to listening potentially increases the patient’s emotional and physical healing outcomes (Shipley 2010). Nonetheless, patients who felt they were genuinely heard reported feelings of fulfilment and harmony (Jonas- Simpson et al. 2006 as cited in Shipley 2010). Likewise, patients may provide
Emphatic listening is when we listen in order to support the person speaking. The focus is to show concern and giving someone an opportunity to express their feelings. For example, we use emphatic listening when listen to a friend who is grieving the loss of a loved one or some other heartbreaking. Emphatic listening also often used by a counselor during their listening session because it is more passionate and it is heartfelt style of listening where by your attention and body language are creating and emotional bond. Meanwhile, objective listening are necessary when we want exact figures or information about something. Listener will concentrates on the content and includes understanding, interpreting, and analyzing the message. It is very useful in exchange of information and ideas. For example, the staff meeting and also when we listen to a politician speak.
Even without being told, empaths just know things. But it’s a knowing that goes far beyond intuition or gut feelings. In fact, the more attuned you are, the stronger your “knowing” becomes.
The skill of listening according to Dr. Robert Bolton (1979) extends beyond simply hearing sound as a physiological sensory process but instead requires and involves interpreting and understanding the sensory experience or what is being heard (p 32). It also is an active experience wherein the listener is fully engaged and has absorbed the information of the speaker while showing interest and providing feedback all while demonstrating that they have heard and understand the message. It is a fair assertion that most people in varying relationships and environments listen in what is considered a passive capacity or only digesting and processing bits and pieces of the speaker’s message. This type of listening lends itself to frequent miscommunication, mixed messages and overall misunderstandings. Effective listening on the other hand provides concise communication, decreases interpersonal conflict and mistakes and also...
As a professional in today’s society, it is greatly important to be able to communicate effectively with other professionals, with clients, and with those that are encountered in daily living. In order to communicate in a proper manner, not only is talking and non-verbal communication, but a large aspect is the ability to listen. Listening is a vital task in order to build a relationship and find meaning in someone else’s words. In order to find this meaning one must follow the characteristics of active listening, face the challenges to listening, and reflect upon one’s own listening skills.
To be empathetic is to be humane. I grew up around some very empathetic people. My parents were some of those people. They were always there to help me learn how to understand what other people are feeling and to express that by feeling the same way. My parents taught
Back then, people were thinking empathy was something that we were born with or without. However, in this speech, it emphasizes that empathic is something that we can learn from. Careful attention is a key component for empathy. Eye contact, facial expression, posture, and tone of voice are some key factors about how to express empathy. Every human being has a longing to be seen, understood, and appreciated.
Let’s explore why listening is so critical. “Adam listened to Eve. In that first spoken word message and all since, no communication occurred until there was a listener. It follows, then, that there has become a much-heightened need to listen. We must understand the fundamental relationship involved, we cannot escape it” (Mills 1). The characteristics of good listening skills can be best understood by using the acronym MASTER. The “m” refers to mental. Mental is the ability to slow down and strategically control our ability to listen. “A” refers to active. Being active utilizes constructive listening responses and constant practice can keep this sharp. The “s” refers to sustaining attention. Experienced concentration is crucial for sustaining attention. “T” refers to target. There are four types of potential listening targets; responsive listening, implicative listening, critical listening and nondirective listening. Responsive listening is the agreement between listener and speaker. Implicative listening involves carefully understanding what is implied by hearing what is said. Critical listening is the process of coming to the point of a subject by clearing away all the non-important information. Nondirective listening is fully hearing the speaker out. The “e” refers to eliminating t...
In all aspects in life effective listening plays an important role in our lives, both professionally and personally. As many of know from experience listening is never easy in fact it can be difficult to understand what is being said by the speaker. Because of laps in attention we tend to misunderstand some of the messages that are being relayed to us or disregard them altogether. Effective listening is important for receiving the correct feedback from those you’re speaking with and requires a focus that should be central to what is being said or what topic is being discussed.
The first phase in the listening process is attending. Attending is willfully striving to perceive selected sounds. The most important factor of attending is preparing to be physically and mentally ready to pay attention. We should focus mainly on attending to the message rather than encountering inner thoughts and feelings. In my day-to-day life, I try to get ready to attend even though it could be difficult at times. For instance, the other day when I was home, I had an argument with my mother and I started back talking her. But I realized that I should look directly at her and situate myself correctly. After she finished speaking, I understood what she had meant and that was when I saw an improvement in myself because it made it look like I was interested in what she was saying. To advance your attending skills, another important factor is making the shift from speaker to listener...
Emotionally when you experience empathy, you have a full understanding of what the other is feeling and in return you feel the same emotions. Empathy is sometimes confused for sympathy but they are not the same. Sympathy is also an emotion, but instead of feeling what someone else is feeling, sympathy is when you feel sad for someone else because of their problems. Sympathy is feeling sorry for someone but not actually experiencing the emotions that they are feeling as well. You can feel happy when being empathetic if the other person is happy, but you can’t feel someone else’s happiness due to sympathy.
Being empathic is important because you can understand how others are felt and communicate respectfully to the person. We will understand