One of the fundamental tools of clinicians who work effectively with children and adolescents in the areas of speech-language pathology, occupational therapy, and counseling is the art of listening. Without this set of skills, clinicians are likely to miss essential pieces of information their clients are trying to communicate to them, whether with words or with behavior.
When the word “active” is added to “listening” it alters and amplifies the communication process to include a dynamic feedback loop in which the speaker and the listener validate that each party has been accurately heard.
Many clinicians, like Speech-Language Pathologists (SLPs), are trained to help their young clients improve their communication abilities; other clinicians, such as physical therapists and occupational therapists, assist clients with their activities of daily living. Many times children who are having difficulties in various functional areas are also experiencing negative reactions to their developmental, physical and communication challenges. If they do not see themselves as successful in school and with peers, they can begin to perceive themselves negatively and – worse – start to expect failure. Clinicians need skills to help their clients overcome these damaging reactions and help them think positively about their ability to make changes in their lives.
Active listening is a communication technique that is used in counseling, conflict resolution and training, as well as in many other everyday situations. The listener is required to repeat what they hear the speaker say by re-stating directly or paraphrasing. This way, both the speaker and the listener know that their words have been heard and understood by the other, confirming understanding by both parties.
There are three basic steps in the process of active listening:
- Body Language: This is key to letting your client know that you are interested in what they have to say. Listen with full attention, eye contact and body language. One can turn to face the child and get down to his eye level. A gentle touch on the shoulder might be helpful. Leaning forward, smiling and nodding all indicate interest. This shows the child that you care and that his problem requires your full attention. Adults also respond to this. Open posture, gentle voice, friendly facial expression, nodding and tilting of the head to the side are some more ways to indicate interest.
- Verbal Encouragers: Prompts used to elicit more information from the client such as: “Uh huh,” “Yes,” and “Umm.” This encourages the speaker to continue speaking and feel as though the listener is engaged in what they are saying. Some listening noises are often helpful. It helps the conversation along without being too intrusive. Denton (2015) explains that “when we give a simple acknowledgment…we establish that the words are heard and stand on their own without a need for endorsement or clarification. They are valuable in and of themselves.”
- Paraphrasing: This assures the client that you have accurately heard them and allows them to hear, in turn, how someone else perceives them. It is viewed as an empathetic response to their communication, and allows clients to feel heard so they can then expand on their experiences and feelings, giving valuable information to the clinician.
Although active listening is just one aspect of the counseling experience, it may very well be the most important one. According to Luterman (2006), “The counseling relationship is not a conventional one; it places a different set of demands on the professional. It is a relationship that requires deep, selfless listening. The professional must be willing to put aside his or her agenda and listen to the client. Therefore, the professional can have no point of view other than trying to hear and understand where the client is coming from, and in many cases, reflect that back to the client. Within a counseling relationship, there is the understanding that wisdom resides within the client; therefore, all professional judgments are suspended. Because nonjudgmental listening offers a high degree of emotional safety for the client, he or she can begin the process of resolving problems.”
Active Listening: Techniques that Work for Children and Parents is a 3-hour online continuing education (CE/CEU) course that offers a valuable compilation of practical and ready-to-use strategies and techniques for achieving more effective communication through active listening. One of the fundamental tools of clinicians who work effectively with children and adolescents is the art of listening. Without this set of skills, clinicians are likely to miss essential pieces of information their clients are trying to communicate to them, whether with words or with behavior. When the word “active” is added to “listening” it alters and amplifies the communication process to include a dynamic feedback loop in which the speaker and the listener validate that each party has been accurately heard. Appropriate use of listening skills by a clinician can increase self-esteem in young clients and motivate them to learn. Using active listening skills, clinicians become more confident and manage their therapy and counseling sessions with a broader and mutually respectful dialogue. This course will teach clinicians how to employ innovative and practical communication and conversational skills in their individual and group therapy sessions with clients and their families, as well as in their working relationships with other professionals. These techniques can be applied to a wide variety of clinical, classroom and home situations, and case examples are included. Also included are sections on positive thinking and resilience, problem-solving skills, and the communication of emotion. Course #30-90 | 2017 | 70 pages | 20 posttest questions
When most of us are asked what makes one a great communicator we usually emphasize speaking or writing ability. When in fact, the art of communicating rest with improving our passive listening.
Active and passive listening are as different as listening and hearing. For instance, listening requires our ability to receive and interpret information, whereas hearing is an involuntary auditory response perceived by the brain.
Both are equally required to achieve better communication between individuals or groups. However, the most direct way to improve communication is by learning how to improve your passive listening.
There are two types of listeners – passive and active
The primary goal of an active listener is to understand what is being conveyed for problem solving such as: When we listen actively we receive instructions, focus on details, solve problems, open ourselves up to others, and share our values, feelings and ideals.
Passive listeners on the other hand hear what is being said without necessarily retaining information. An example of this is when we fade out of a conversation because we either become distracted or disinterested in what the other person is saying.
How active and passive listening work in relationships
In a relationship communication is one of the 6 Cs for a healthy relationship. However, in order to communicate assertively, yet effectively we must be willing to listen respectfully to the other persons point of view. That means allowing the person who is speaking time to speak without interrupting them. In this way we can reflect on what the other person is saying, and respond accordingly (active listening).
Interrupting or fading out of the conversation when the speaker is speaking is an example of passive listening. When we do this we risk becoming argumentative rather than communicative because, we are no longer actively listening to what the speaker has to say.
How to improve your listening skills
So, now that we’ve established the difference between active and passive listening how does one master the art of communication? Simply by improving their passive listening skills. As I mentioned above, the art of communicating lies in one’s ability to improve their passive listening skills. Therefore less talk, more active listening.
For instance, most people spend more time speaking or constructing a presumably savvy response in their head than focusing on what the speaker is saying. Keep in mind that as soon as you begin talking about your point of view, you have stopped listening, and thus exchanged roles with the speaker (passive listening).
Another example is if the speaker is speaking and the listener interrupts with a question. The listener may feel they have every right to ask a question. However, by interrupting the speaker they not only exchange roles with the speaker, but also they set a new agenda, which in fact may be different from the agenda the speaker had intended.
In summary: In order to respect the speaker when they are speaking, do not interrupt, and save your questions or comments till the end. A person who can listen proactively not only makes a great communicator, but also has better relationships with others. To learn more about the difference between active and passive listening check out the communication infographic below:
Collette Gee is a Relationship Specialist, Author and Speaker that helps men and women love harmoniously and successfully. Click To Learn more about Collette Gee.
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Leaders inspire their teams by showing they care. One of the most important ways leadercommunicators show they care is to listen—truly listen—to what people have to say. (There’s a reason we have two ears and one mouth.)
When managers make an effort to listen to employees, they see the benefits in terms of engagement and positive relationships, which moves an organization toward success.
It’s not only about inviting employee input. It’s also about proving you value that input by taking action on it.
T o create a culture where people feel their input is valued, you need to facilitate dialogue. Senior leaders must set the tone, establish expectations for the entire organization, and model active listening.
Here are 8 steps to becoming an active listener:
1. Approach each dialogue with the goal to learn something.
Think of the person as someone who can teach you.
2. Stop talking and focus closely on the speaker.
Suppress the urge to think about what you’re going to say next or to multitask.
3. Open and guide the conversation.
Open and guide the conversation with broad, open-ended questions such as “what other strategic alternatives did you consider” or “how do you envision. ” Avoid close-ended questions that can be answered with just a “yes” or “no.”
4. Drill down to the details.
Drill down to the details by asking directive, specific questions that focus the conversation, such as “Tell me more about. ” “How did you come to this conclusion?” or “How would this work?”
5. Summarize what you hear and ask questions to check your understanding.
Questions such as”If I’m understanding you. ” or “Tell me if this is what you’re saying. “
6. Encourage with positive feedback.
If you can see that a speaker has some trouble expressing a point or lacks confidence, encourage him or her with a smile, a nod or a positive question to show your interest.
7. Listen for total meaning.
Understand that in addition to what is being said, the real message may be non-verbal or emotional. Checking body language is one way to seek true understanding.
8. Pay attention to your responses.
Remember that the way you respond to a question also is part of the dialogue. Keep an open mind and show respect for the other person’s point of view even if you disagree with it.
How will these steps to active listening help encourage dialogue in your culture?
How well do you truly listen? This free one-page quiz asks 10 questions (to be answered honestly by someone other than yourself) that address indications of whether or not you listen well. Take it today…the results may just surprise you.
Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.
- We listen to obtain information.
- We listen to understand.
- We listen for enjoyment.
- We listen to learn.
Given all the listening that we do, you would think we’d be good at it! In fact, most of us are not, and research suggests that we only remember between 25 percent and 50 percent of what we hear, as described by Edgar Dale’s Cone of Experience. That means that when you talk to your boss, colleagues, customers, or spouse for 10 minutes, they pay attention to less than half of the conversation.
Turn it around and it reveals that when you are receiving directions or being presented with information, you aren’t hearing the whole message either. You hope the important parts are captured in your 25-50 percent, but what if they’re not?
Clearly, listening is a skill that we can all benefit from improving. By becoming a better listener, you can improve your productivity, as well as your ability to influence, persuade and negotiate. What’s more, you’ll avoid conflict and misunderstandings. All of these are necessary for workplace success!
Click here to view a transcript of this video.
Good communication skills require a high level of self-awareness . Understanding your own personal style of communicating will go a long way toward helping you to create good and lasting impressions with others.
About Active Listening
The way to improve your listening skills is to practice “active listening.” This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.
In order to do this you must pay attention to the other person very carefully.
You cannot allow yourself to become distracted by whatever else may be going on around you, or by forming counter arguments while the other person is still speaking. Nor can you allow yourself to get bored, and lose focus on what the other person is saying.
If you’re finding it particularly difficult to concentrate on what someone is saying, try repeating their words mentally as they say them. This will reinforce their message and help you to stay focused.
To enhance your listening skills, you need to let the other person know that you are listening to what they’re saying.
To understand the importance of this, ask yourself if you’ve ever been engaged in a conversation when you wondered if the other person was listening to what you were saying. You wonder if your message is getting across, or if it’s even worthwhile continuing to speak. It feels like talking to a brick wall and it’s something you want to avoid.
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Active listening is a good way to improve your communication with your child. It lets your child know you are interested in what she has to say.
To practice active listening:
- give your full attention to your child
- make eye contact and stop other things you are doing
- get down on your child’s level
- and reflect or repeat back what she is saying and what she may be feeling to make sure you understand
It can be tempting to brush off our children’s problems, especially if we have had a bad day or if we are busy. But our children need to know that we are going to listen to them. This will make it more likely our children will talk with us about their hopes and problems when they are older. Here is an example.
Your child’s baseball game is at 6:00. You only have a short time to make dinner, help with homework, and get everyone ready for the game. While the kids play, you quickly start making dinner. Soon, you hear your son crying. He comes and tells you that his brother hit him and called him a bad name. You are tempted to keep making dinner while nodding your head at what your child is saying, but then you decide to show him you are actively listening. You stop what you are doing, turn to him, make eye contact, and summarize what he has told you and how he seems to be feeling. You say, “It sounds like your brother made you feel sad when he hit you and said mean things.” By doing this, you have let your child know that he has your full attention. He knows that his emotions and feelings are important to you.
Sometimes a child who is upset may not be able to name the emotion she is feeling. Active listening can be a great way to help her. Here is an example:
You pick up your daughter from preschool. She is crying and tells you that her friend took her favorite toy and stuck out his tongue at her. You show her that you are actively listening when you say, “It seems like you are sad about your friend taking your favorite toy.” Your daughter continues to cry and nods her head. She says that she thinks her friend will break the toy. You show her that you are still actively listening by saying, “So you are scared that your friend might break your toy.” At this time, your daughter calms down a bit. You and your daughter continue to talk, and she knows that it is okay to be upset. She has begun to learn how to label and cope with her feelings by talking to someone.
Using Reflections to Show You’re Listening
Reflection is one way for you to show you are actively listening to your child. You can do this by repeating back what your child has said or by labeling and summing up how you think he feels.
Reflections of Words
When you reflect your child’s words, you are giving attention to him for his use of words. This increases the chance that your child will talk more because he wants your attention. You don’t have to repeat exactly what your child said but what you say is usually very similar. You can add detail, shorten, or correct what your child has said. Here is an example:
Child: “I drawed some sghetti.”
Parent Response: “You drew some long spaghetti.”
In this example, the parent corrects the grammar, pronounces “spaghetti” for the child, and adds detail by describing the spaghetti as “long”.
Reflection of Emotions
When you reflect your child’s emotions, you watch your child’s behavior and describe the emotions he seems to be having. This gives your child a word for the emotion and helps him learn that it is ok to talk about feelings. Reflection of emotions is not always easy. Here are some tips to make it easier:
Active listening is a skill that can be acquired and developed with practice. However, active listening can be difficult to master and will, therefore, take time and patience to develop.
‘Active listening‘ means, as its name suggests, actively listening. That is fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker.
Active listening involves listening with all senses. As well as giving full attention to the speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening – otherwise the speaker may conclude that what they are talking about is uninteresting to the listener.
Interest can be conveyed to the speaker by using both verbal and non-verbal messages such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’ or simply ‘Mmm hmm’ to encourage them to continue. By providing this ‘feedback’ the person speaking will usually feel more at ease and therefore communicate more easily, openly and honestly.
Listening is the most fundamental component of interpersonal communication skills.
Listening is not something that just happens (that is hearing), listening is an active process in which a conscious decision is made to listen to and understand the messages of the speaker.
Listeners should remain neutral and non-judgmental, this means trying not to take sides or form opinions, especially early in the conversation. Active listening is also about patience – pauses and short periods of silence should be accepted.
Listeners should not be tempted to jump in with questions or comments every time there are a few seconds of silence. Active listening involves giving the other person time to explore their thoughts and feelings, they should, therefore, be given adequate time for that.
Active listening not only means focusing fully on the speaker but also actively showing verbal and non-verbal signs of listening.
Generally speakers want listeners to demonstrate ‘active listening’ by responding appropriately to what they are saying. Appropriate responses to listening can be both verbal and non-verbal, examples of which are listed below:
Signs of Active Listening
Non-Verbal Signs of Attentive or Active Listening
This is a generic list of non-verbal signs of listening, in other words people who are listening are more likely to display at least some of these signs. However these signs may not be appropriate in all situations and across all cultures.
Small smiles can be used to show that the listener is paying attention to what is being said or as a way of agreeing or being happy about the messages being received. Combined with nods of the head, smiles can be powerful in affirming that messages are being listened to and understood.
It is normal and usually encouraging for the listener to look at the speaker. Eye contact can however be intimidating, especially for more shy speakers – gauge how much eye contact is appropriate for any given situation. Combine eye contact with smiles and other non-verbal messages to encourage the speaker.
Posture can tell a lot about the sender and receiver in interpersonal interactions. The attentive listener tends to lean slightly forward or sideways whilst sitting. Other signs of active listening may include a slight slant of the head or resting the head on one hand.
Automatic reflection/mirroring of any facial expressions used by the speaker can be a sign of attentive listening. These reflective expressions can help to show sympathy and empathy in more emotional situations. Attempting to consciously mimic facial expressions (i.e. not automatic reflection of expressions) can be a sign of inattention.
The active listener will not be distracted and therefore will refrain from fidgeting, looking at a clock or watch, doodling, playing with their hair or picking their fingernails.
It is perfectly possible to learn and mimic non-verbal signs of active listening and not actually be listening at all.
It is more difficult to mimic verbal signs of listening and comprehension.
Verbal Signs of Attentive or Active Listening
Although a strong signal of attentiveness, caution should be used when using positive verbal reinforcement.
Although some positive words of encouragement may be beneficial to the speaker the listener should use them sparingly so as not to distract from what is being said or place unnecessary emphasis on parts of the message.
Casual and frequent use of words and phrases, such as: ‘very good’, ‘yes’ or ‘indeed’ can become irritating to the speaker. It is usually better to elaborate and explain why you are agreeing with a certain point.
The human mind is notoriously bad at remembering details, especially for any length of time.
However, remembering a few key points, or even the name of the speaker, can help to reinforce that the messages sent have been received and understood – i.e. listening has been successful. Remembering details, ideas and concepts from previous conversations proves that attention was kept and is likely to encourage the speaker to continue. During longer exchanges it may be appropriate to make very brief notes to act as a memory jog when questioning or clarifying later.
The listener can demonstrate that they have been paying attention by asking relevant questions and/or making statements that build or help to clarify what the speaker has said. By asking relevant questions the listener also helps to reinforce that they have an interest in what the speaker has been saying.
Reflecting is closely repeating or paraphrasing what the speaker has said in order to show comprehension. Reflection is a powerful skill that can reinforce the message of the speaker and demonstrate understanding.
Clarifying involves asking questions of the speaker to ensure that the correct message has been received. Clarification usually involves the use of open questions which enables the speaker to expand on certain points as necessary.
Repeating a summary of what has been said back to the speaker is a technique used by the listener to repeat what has been said in their own words. Summarising involves taking the main points of the received message and reiterating them in a logical and clear way, giving the speaker chance to correct if necessary.
Further Reading from Skills You Need
Learn more about the key communication skills you need to be a more effective communicator.
Our eBooks are ideal for anyone who wants to learn about or develop their interpersonal skills and are full of easy-to-follow, practical information.
Furthermore, why wont my AirPods connect to live listen? Go to Settings → Bluetooth and tap the “i” icon near your AirPods, and then click Forget This Device. Now restart your iPhone and reconnect your AirPods. Live Listen should be working now. If it still doesn’t work, it’s time to get expert help by contacting Apple.
Quick Answer, does live listen only work with AirPods? Does Live Listen Only Work With AirPods? Apple originally designed live listen to work with Made-For-iPhone (MFi) certified hearing aids and devices. So it works with all of these devices AND now it works with AirPods too!
You asked, how do I make both AirPods active? Make sure that Bluetooth is on. Put both AirPods in the charging case and open the lid. Press and hold the setup button on the back of the case until the status light flashes white. Select your AirPods in the Devices list, then click Connect.
- Open Control Center on your iPhone or iPod touch, or iPad.
- Tap the hearing icon .
- Tap Live Listen.
- Place your device in front of the person that you want to hear. Make sure to adjust the volume on your device if you can’t hear well enough.
What earbuds work with live listen?
Live Listen works with AirPods, AirPods Pro, AirPods Max, and Powerbeats Pro. You can also use an iPad or iPod Touch as the microphone instead of an iPhone.
How do I reset my AirPods?
- Put your AirPods in their charging case, and close the lid.
- Wait 30 seconds.
- Open the lid of your charging case.
- On your iPhone, iPad, or iPod touch, go to Settings > Bluetooth and tap the “i” icon next to your AirPods.
- Tap Forget This Device, and tap again to confirm.
How do I live stream without AirPods?
How far away does live Listen work?
Live Listen was rolled out with iOS 12 and allows people to pick up sounds detected by the microphone of their. It works over almost 50 feet (15 metres), through walls and is controlled from the phone.
Can you use beats for live listen?
In iOS 12 and later, Live Listen supports Powerbeats Pro, Apple’s sporty Beats-branded earphones, making it possible to use your iOS device as a directional mic and have the audio relayed to your ears. … The following steps show you how it’s done on an iPhone or iPad running iOS 12.
Why do my AirPods mic sound muffled?
The most common cause of muffled sound in your AirPods comes from dirty speakers. Since they sit directly inside your ear canal, earwax and other material can build up over time, reducing the quality of the sound. Other reasons could include Bluetooth interference or the fact that your AirPods need to be reset.
What is transparency on AirPods?
Transparency mode lets outside sound in, so you can hear what’s going on around you. Active Noise Cancellation and Transparency mode work best when your AirPods Pro fit well.
Can you turn AirPods on without case?
Yes, you will still be able to use & connect your Airpods if the case is dead if the Airpods themselves are charged & if you have already paired your Airpods with your device before. However, if this is a new device then you will not be able to connect your Airpods to the device until your case is charged.
Why have my AirPods become quieter?
Turn off any equalizer (EQ) settings. Most of the EQ settings tend to make audio played through the AirPods sound quieter, even the ones with Booster in the name. … If the AirPods aren’t loud enough, turn off the Volume Limit to restore the missing sound. Calibrate the sound between the iPhone and AirPods.
Why is one of my AirPods quieter than the other?
It may help to check your settings: Go to: Settings > General > Accessibility > under “Hearing”, check and, if required, adjust the audio volume balance slider between the left and right channels. Thanks for helping.
Does AirPods have a mic?
There’s a microphone in each AirPod, so you can make phone calls and use Siri. By default, Microphone is set to Automatic, so that either of your AirPods can act as the microphone. If you’re using only one AirPod, that AirPod will be the microphone. You can also set Microphone to Always Left or Always Right.
Recall the time you are talking to a friend or co-worker. Did you just hear or listen to him? It should be careful that even more than ourselves, the other side is quickly capable of detecting either of these two modes. Our intention in this article is not merely to express this difference, but we also want to emphasize the need to pay attention to active listening skills as a key skill in improving communication, and ways to develop it.
Active listening is one of the skills that can be learned and improved with practice. However, the mastery of this skill seems to be difficult and requires time and patience. The concept of “active listening” as its name implies is actively engaging in listening and understanding the message the audience sends us. In fact, instead of hearing the implicit message, all attention will be paid to the speaker.
In listening effectively, all senses are focused on the hearings and full attention is paid to the speaker’s speeches. Actually, acoustic listening is especially important, because otherwise the speaker will accept that the listener is not interested in hearing his resume.
The presentation of the attention to the speaker can be transmitted through verbal or non-verbal messages. Using eye contact, shaking the head to confirm, smiling, showing accompaniment or agreeing with the speaker’s speeches, and saying “yes” or “right” words can persuade the speaker to continue talking. When people are given feedback, they usually feel more comfortable and, therefore, show a more open and intimate relationship.
Listening is one of the most basic interpersonal communication skills. Listening is different, and it does not happen by chance; it is an active process that is shaped by a deliberate decision and an understanding of the messages of the speaker. The person who listens to the conversation must stay neutral and not judge, which means that prejudice or conscience, especially in the early days of the conversation, will not take place. In active listening, things like boredom – pauses and short silences must be taken into consideration. Listeners should not disturb their focus by asking their questions and opinions in silent seconds. In effective listening, you have to give the opposite time to express your thoughts and feelings.
Effective listening requires not only the listener’s full attention to the speaker, but also verbal and nonverbal signings. Generally speaking, listeners expect listeners to be given proper answers to their conversations.
In the sequel, we refer to the inherent signs of listening, which people usually show when they talk to others. However, these symptoms may not be appropriate for any situation or in different cultures. Signs of active listening are divided into verbal and nonverbal cues.
1- Non-verbal messages Attention or active listening:
Short smiles are usually used to express a conversation, as well as a method for confirming and expressing satisfaction with the received message. Smiles are powerful tools when they are shaking hands to confirm messages that are heard and understood.
Usually looking at the speaker, the speaker is encouraged to keep talking. Of course, eye contact may cause feelings of embarrassment and shame for people, especially those who are low and shy. As a result, eye contact should be based on the situation. In order to persuade people to have a combination of eye contact with a smile and other nonverbal messages.
The situation of the speaker and the listener’s gesture in their interpersonal interaction can indicate a lot of points. The one who listens carefully is usually placed in front of the speaker. Another indication of an active hearing is the position of a deliberate head or gesture (placing the hand below the chin) in front of the speaker.
Facial and reflexive facial expressions are usually one of the hallmarks of active listening. Facial expressions are used in emotional situations to show companionship and intimacy.
Anyone actively listening to the speaker’s speech will not be distracted. As a result, she refrains from showing things like restlessness, looking at the clock, playing with nails, and … a sign of disregard for the speaker’s talk.
2- Verbal Listening Together:
Although positive reinforcement is a strong indication of conversation, the listener should be cautious when using it. Although it is effective to use some positive words to encourage the narrator, the listener should consider that he avoids them when distracted by the distractor and merely an unnecessary emphasis on his speeches. Frequent use of words and sentences such as “very good”, “yes” or “perfectly correct” can cause annoyance of the speaker. Therefore, it is better to explain why you agree with your point of view.
The human mind is usually a big weakness in remembering details, especially if it takes too much time. But nevertheless, remembering some key words, even the name of the speaker can help the messages be transmitted and understood correctly. Remembering the details, ideas and concepts of the previous statement also indicates the listener’s attention and encourages the speaker to continue his conversations. During long talk, taking notes in summary form can be a good tool for questioning or clarifying the content.
Ask a question and clarify ambiguity:
The listener can point his attention to the announcer by asking related questions or expressing comments that clarify the content. By asking related questions, the listener also expresses his interest in listening. Turning ambiguity is usually done using open questions, which prompts the speaker to express his or her own point of view.
Reflection is in fact the same as the repetition and retelling of the sentences that the speaker has put forward in his speech and is one of the strong skills in demonstrating the message’s comprehension of the speaker.
Review the words:
Repeating a summary of the material told to the speaker is a way for the listener to express the content with his words. This method involves expressing the views of the received messages and re-using them in a rational way, and if there is any point, the speaker will correct them.
Considering the points made in both the verbal and non-verbal areas and with their continuous training, you can strengthen the active listening skills and determine the level and quality of your communication with others, both in your personal life and career path. You improved. Keep in mind that these recommendations will work when you turn them into institutionalized and sustainable behavioral features. Because one important principle in communication is: always be yourself!
Active listening is a critical skill every call center agent should master. By mastering this skill, an agent is more likely to deliver a positive customer service experience in each customer interaction.
It bears mentioning, however, that active listening goes beyond just hearing and understanding the words coming out of the caller’s mouth.
It’s a dynamic process that requires the agent’s full engagement.
Active listening can be a difficult skill to master, but far from impossible. Here are tips to help call center agents maintain active listening while on the job.
1. Be in the moment
A call center agent needs to give the customer his, or her undivided attention the moment they finish their standard welcome spiel.
In short, they have to remain in the moment, not allowing distractions to draw their attention away from what the customer is saying.
Granted, customers go on tangents at times, and might even head towards boring territory.
That, however, is no excuse for agents to get sidetracked. The moment their thoughts start to wander, the agent has to force themselves to refocus.
Knowing how to put yourself in the customer’s shoes comes with call center agent territory. Additionally, empathy is a skill that can help agents focus better on what customers are saying.
This is why it’s essential that agents are trained and reminded to always understand where the caller is coming from, even when that caller is acting unreasonable.
Listening is always easier when there’s a genuine desire to help. The same rule applies to conversations between the customer and call center agent.
3. Don’t Jump to Conclusions
Call center agents often handle similar issues on a day to day basis, and doing so may make the job feel repetitive to them.
Because of this, agents may fall into the trap of jumping to conclusions when a customer talks about an issue they’ve heard many times before.
This is a critical error customer service representatives need to avoid at all costs.
When listening and talking to customers, agents need to keep an open mind. This ensures that they’re not missing out on critical information and subtle cues that can help them arrive at the best solution.
4. Ask for Clarifications When Needed
Even the most skilled listener can get confused by what a speaker is saying, especially when it’s comprised of many complex or seemingly unrelated ideas.
This is why agents have to be reminded not to shy away from asking for clarification when something is confusing or unclear.
More often than not, callers will take it as a cue that the representative is listening and genuinely interested in helping out.
That being said, agents have to wait for the caller to pause before asking for clarifications. Reps can say something along the lines of, “Could you clarify that for me, please?”
5. Master Paraphrasing
Paraphrasing is the process of restating what the speaker has said, but in different words and, whenever necessary, in a slightly different context.
It’s an important skill to have because it shows the caller that the agent is paying close attention. It also assures the customer that the agent can fully understand their issue.
Ultimately, paraphrasing, when done well, makes customers feel that their issue is being addressed with a sense of urgency.
In a world becoming even more beset with distractions, it’s starting to feel like active listening is becoming a lost art. Let this not be the case in your offshore call center.
When push comes to shove, active listening is what makes it possible for us humans to make meaningful connections with each other. It goes without saying that the same rule applies to both providers and customers.