If this happens, we can fall back on our assumptions instead of trying to understand the customer’s point of view. When we’re wrapped up in our own thoughts and feelings, it can be difficult to really hear what the other person is saying. It helps create a connection with the customer, shows that you care about them, and demonstrates that you understand their needs.įor relational listening to be effective, it’s important to be aware of your own feelings and biases. When building solid relationships with customers, relational listening is essential. Using relational listening techniques in customer service This shows respect for both the speaker and their message. Patience allows us to take our time and really listen to what the other person is saying. Listening takes time – it’s not something that can be rushed. Nodding your head helps show that what they’re saying makes sense while maintaining an open posture demonstrates interest in them and their perspective on things without interrupting or rushing ahead of them before they’ve finished speaking. Listening is often about being patient both verbally and visually through body language such as eye contact or nodding your head when appropriate. Affirming can also help people feel understood and supported during conversations which will go a long way in building trust between you both over time. Affirmation helps build rapport by indicating that you’re on the same wavelength. You should give verbal and non-verbal feedback that shows understanding, compassion, validation, etc. Empathy involves putting yourself in the other person’s shoes and trying to understand their perspective. Showing empathy can help to build trust and connection. Relational listening means listening to others without judgment, showing that you care about the other person’s thoughts and feelings. The three core principles of relational listening are: Do you have the skillset to actively listen and address them? If you do, you might just find your team or your organization is more adaptive and resilient than most.Relational listening is built on 3 key principles These are the questions employees are asking. Are you the kind of leader or manager who I can come to for help, who will calm me down, hear my concerns, and help me find a path forward? Or are you someone I may be afraid of, hiding the truth and my mistakes, putting your business at risk? Do leaders reflect back in their communications the concerns and issues they hear about from staff? Or are they talking at them, making demands about what they want, without regard to staff needs? It’s about building your personal brand and your relationships. ![]() It’s more than engaged problem-solving too. What Active Listening Will Do For You – And Your Career!Īctive listening isn’t just about managing a team member or a conflict. Sometimes that need is to be heard but sometimes it’s just a need to learn how to think or behave differently. Asking broad, open-ended questions - “Why do you think that is?” or “What do you think you can do about it?” - similarly shows engagement and active listening, but also allows managers and leaders to begin coaching their teams on how to self-serve in addressing their own needs. That allows you to learn about your people so that you can find ways to challenge them, help them grow, and prepare them for their current and future roles. It’s about opening up the conversation, getting others to talk more. It may require a mindset shift for some, but using a Socratic, questioning approach isn’t about getting answers. There is another technique that I find helpful: asking questions. Their participation in the process gives them a voice that then encourages them to believe in what they are doing and therefore put more effort and energy toward it. That helps build trust, making them like you more and therefore more likely to work on what you both agree to. ![]() You also show the other person that they have your full attention. If you are regularly “re-capping” what has been said, you don’t allow yourself to miss parts of the conversation. Techniques like reflective listening can help. Learning to become an active listener requires you to slow down, have patience, and learn to ignore distractions (especially emails and texts). How Do You Become A Better Active Listener? ![]() That is all the more reason active listening, not listening while doing, is essential to building better relationships with your team. In “normal” times, fear of missing out (FOMO) makes it difficult to be present and pay complete attention to the person you are talking with – especially when it is not face-to-face. But in today’s world of multitasking and constantly buzzing phones (not to mention a pandemic), focus is difficult.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |