chapter three apply your best listening skills. customer service, 5e paul r. timm 2 © 2011, 2008,...
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Customer Service, 5ePaul R. Timm 2
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Quote for the Chapter
“No man ever listened himself out of a job.”
Calvin Coolidge
Customer Service, 5ePaul R. Timm 3
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Objectives
1. Know the difference between hearing and listening.
2. Know internal, environmental, and interactional factors that complicate the listening process.
3. Assess your own listening skills and set goals for improvement.
4. Avoid five particularly ineffective behaviors that inhibit effective listening.
5. Employ four simple, positive approaches to enhance your active listening.
Customer Service, 5ePaul R. Timm 4
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Way It Is…How Can You Help Me?
Try Listening!
Customer Service, 5ePaul R. Timm 5
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Doesn’t Anybody Ever Listen?
It’s easy to hear what the customer says, but great customer service begins with great listening skills.
Customer Service, 5ePaul R. Timm 6
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Poor Listening = The #1 Communication Problem
Of the four basic communication skills Reading Writing Speaking Listening
One is not formally taught
Customer Service, 5ePaul R. Timm 7
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The difference between The difference between listening and hearinglistening and hearing
Hearing is a purely physical activity
Listening involves the physiological process
Customer Service, 5ePaul R. Timm 8
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
What Are Your Listening Habits? How often do you find yourself relying on these ten bad listening habits?
Pg. 42
Customer Service, 5ePaul R. Timm 9
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Listening Style
People-oriented Content-oriented Action-oriented Time-oriented
Customer Service, 5ePaul R. Timm 10
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
People-Oriented
show a strong concern for others and their feelings get their energy from others and find much meaning in
relationships seek to understand the life stories of others focus on emotions, be empathetic and use appeal to
emotion in their arguments may seem vulnerable and will use this to show that they
are harmless. can find problems when they become overly involved with
others may associate so strongly with others they do not see
limitations and faults may be drawn into unwise relationships may be seen as intrusive when they seek to connect with
others who are not so relationship-oriented
Customer Service, 5ePaul R. Timm 11
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Content-oriented
interested more in what is said rather than who is saying it or what they are feeling
assess people more by how credible they are and will seek to test expertise and truthfulness
focus on facts and evidence and happily probe into detail cautious in their assessment seeking to understand cause-and-effect and sound proof
before accepting anything as true look for both pros and cons in arguments and seek solid
logical argument can run into trouble when they ignore the ideas reject information because it does not have sufficient
supporting evidence
Customer Service, 5ePaul R. Timm 12
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Action-oriented
interested first on what will be done, what actions will happen, when and who will do them
seek 'so what' answers in their questions and look for plans of action
like clear, crisp descriptions and answers that are grounded in concrete reality
like structure, bullet-points and numbered action items can be impatient and hurry speakers towards conclusions critical of people who start with the big picture and
talk in ideas or concepts appear overly concerned with control and less with the
well-being of other people
Customer Service, 5ePaul R. Timm 13
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Time-oriented
have their eyes constantly on the clock organize their day into neat compartments and will
allocate time for listening, though will be very concerned if such sessions over-run
manage this time focus by talking about time available and seeking short answers which are to the point
may constrain and annoy people who are focused first on people elements and want to take as long as is needed
Customer Service, 5ePaul R. Timm 14
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
What Contributes to Listening?
Internal elements
Environmental elements
Interactional elements
Customer Service, 5ePaul R. Timm 15
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Internal Elements Affecting Listening
1. The words or sounds used by the message source must be received by the hearer.
2. The words need to make sense.
Customer Service, 5ePaul R. Timm 16
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Environmental Elements Affecting Listening Our individual listening capacity
The presence of noise
The use, or misuse, of gatekeepers
Customer Service, 5ePaul R. Timm 17
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Individual Listening Capacity
Too MUCH information
Too little information
Customer Service, 5ePaul R. Timm 18
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Presence of Noise
Customer Service, 5ePaul R. Timm 19
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Use or Misuse of Gatekeepers Gatekeeper: one who previews incoming information to determine if it is appropriate to the needs of the person the message is aimed at
Customer Service, 5ePaul R. Timm 20
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Interactional Elements Affecting Listening Self-centeredness
Self-protection
Customer Service, 5ePaul R. Timm 21
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Effects of Self-Centeredness Upon Listening We sometimes listen just long enough to formulate our counterargument.
Customer Service, 5ePaul R. Timm 22
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Effects of Self-Protection on Listening
Customer Service, 5ePaul R. Timm 24
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Stop Talking
You can never become a better listener till you aren’t disciplined to be quiet until others have expressed their thought fully.
Customer Service, 5ePaul R. Timm 25
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Prepare to Listen
Decide to set aside time so that you can focus on listening
Mentally disconnect from other matters playing on your mind
Customer Service, 5ePaul R. Timm 26
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Avoid Faking Attention
The “wide asleep listener”
Eyes on speaker, mind elsewhere
Automatic nodding
Commit yourself to the conversation
Customer Service, 5ePaul R. Timm 27
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Be Patient, Defer Disagreement Changing channels
Tuning out
Be patient and listen
Customer Service, 5ePaul R. Timm 28
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Listen for More than the 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 29
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Bite Your Tongue before Interrupting 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 30
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Do Men and Women Listen Differently?
Men Communicate to:
Compete with others Dominate themselves
Says “mm hum” I agree with you
Women Communicate to:
Build bonds Be supportive Be sympathetic
Says “mm hum” Listening but doesn’t necessarily agree with the speaker
Customer Service, 5ePaul R. Timm 31
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
To improve listening To improve listening effectiveness, take effectiveness, take positive steps to better positive steps to better listeninglistening
Customer Service, 5ePaul R. Timm 32
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Reinforce the Customer with Positive Nonverbal and Verbal Cues
Customer Service, 5ePaul R. Timm 33
© 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 34
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Minimize the Number of Gatekeepers (whenever possible) Avoid sending an intermediary to get a story for you
Avoid requesting that someone tell his or her story to your assistant and let that person synthesize the information for you
Customer Service, 5ePaul R. Timm 35
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Try 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 36
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Take Notes
Customer Service, 5ePaul R. Timm 38
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Of all the sources of Of all the sources of information we have when information we have when dealing with customers, dealing with customers, listening is the most listening is the most important.important.
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