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Chapter 3 Nash SlideShare
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Chapter Three
Apply Your Best Listening Skills
Customer Service, 5ePaul R. Timm 2
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Calvin Coolidge said:
“No man ever listened himself out of a job.”
Customer Service, 5ePaul R. Timm 3
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Customer Service, 5ePaul R. Timm 4
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Hearing differs from listening
Hearing is a purely physiological activity
Listening involves the physiological process, but it also involves the psychological processing of the sounds
Customer Service, 5ePaul R. Timm 5
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
SALES PERSON: Hi, I’m Jerry. Welcome to Cell Phone Kingdom. How can I help you today Mr. . . . ?
The Way It Is . . . How Can I Help You? Help Me? Try Listening!
Customer Service, 5ePaul R. Timm 6
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
DON’T TUNE ME OUT-
Three factors complicate the listening processInternal elements
Environmental elements
Interactional elements
Customer Service, 5ePaul R. Timm 7
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Read page 72, Looking on the InsideAnd take the self test.
What was the average over all the questions if you assign a 1 to Almost Never and a 5 to almost always?
Customer Service, 5ePaul R. Timm 8
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Internal elements include
Ability to receive the sounds produced by another speaker
Referents for the sounds being produced
Customer Service, 5ePaul R. Timm 9
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Environmental elements include
Our individual listening capacity (500 words per minute!)
The presence of noise (“white noice)
The use, or misuse, of gatekeepers (some managers use as a buffer FROM the public…)
Customer Service, 5ePaul R. Timm 10
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Interactional elements include
Self-centeredness
Self-protection
Customer Service, 5ePaul R. Timm 11
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
What was Sparky’s secret (pg. 44?) How did she foster trust?
Customer Service, 5ePaul R. Timm 12
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
To be a better listener, avoid poor listening behaviors
Customer Service, 5ePaul R. Timm 13
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Faking attention
The “wide asleep listener”
Eyes on speaker, mind elsewhere
Automatic nodding
Commit yourself to the conversation
Customer Service, 5ePaul R. Timm 14
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
What is in a face?
What’s being communicated in a face? http://en.wikipedia.org/wiki/Facial_Action_Coding_System
Customer Service, 5ePaul R. Timm 15
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Changing channels
Tuning out
Switching between the speaker and your own thoughts
Be patient and listen
Customer Service, 5ePaul R. Timm 16
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Listening only for facts
Listen for feelings, impressions, and emotions
Listen for what they are not saying
People buy based on emotions and feelings
Go beyond the facts and words
Customer Service, 5ePaul R. Timm 17
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Gender Difference?
Are Men from ______ and Women from _____?
Customer Service, 5ePaul R. Timm 18
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Interrupting/Impatience
We want the speaker to get to the point
We interrupt for clarification
We want information immediately
Be patient and wait for the speaker to finish
Customer Service, 5ePaul R. Timm 19
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
To improve listening effectiveness, take positive steps to better listening
Customer Service, 5ePaul R. Timm 20
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Solicit clarification
Clarify tactfully
Don’t figure it out on your own
Don’t guess or interpret
Don’t worry about sounding uninformed
Take the time and make the effort to understand
Customer Service, 5ePaul R. Timm 21
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Use counter-attitudinal advocacy (CAA)
Take the other person’s position
Restate the position that is counter to your own
Defend that position
Ask if your interpretation is correct
If not, try again
Customer Service, 5ePaul R. Timm 22
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Of all the sources of information we have when dealing with customers, listening is the most important.
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