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LISTEN WITH INTENT
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Answers
When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they're finished talking?
Stephen R. Covey said:
Most people do not listen with the intent to understand; they listen with the intent to reply.
Unfortunately, this is so true.
I previously wrote:
When we think about a conversation, we typically understand that it has two parts: speaking and listening. It's a two-way street. I would actually add a third component: hearing. Yes, we talk; and yes, we say we listen. But do we actually hear what has been said? I think hearing requires a subsequent action or reaction. And in the customer conversation, that part is often missing.
When you listen, make sure you hear what is being said before you act or react. When you stop, listen, and really hear, you are better able to understand customers' (or employees', as this applies to both) needs and jobs they are trying to do, allowing you to better design for those jobs or to fulfill those needs. You're also better able to understand their questions or issues and address those or point customers in the right direction to get the issues resolved. In a timely manner.
Not only does hearing ensure you better understand but you may also discover that the customer is saying more than you thought. The tone, pitch, or inflection of his voice or his body language (if you're seeing him in person) can tell you more than the words he is saying. Use those cues, combined with what is being said, to form your response - after the customer is finished talking. If you're ready to reply after his first sentence, you might be missing some things.
The most important thing in communication is hearing what isn't said. -Peter Drucker
If you listen with the intent to reply, you don't hear everything that is being said. The focus of the conversation is singular rather than broader, perhaps opening up doors to other topics, features, sales, options, etc. If you listen with the intent to reply, you...
judge before you know all the facts
are disrespectful
analyze and prematurely form opinions
will misunderstand
miss opportunities
On the other hand, if you listen with the intent to understand, you open up the possibilities. Better yet, listen with intent to...
understand
clarify
show respect
let customers or employees know they are valued
improve the experience
connect
hear
Use active listening as a way to show that you've heard what is being said. Active listening means that you paraphrase back to the person you're speaking with your understanding of what he just said to you. This exercise allows you to confirm not only what you heard but also what your understanding is. It can really help to avoid confusion.
Have you trained your frontline staff to listen with the right intent in their customer conversations? Do they use active listening? Are you hearing- really hearing - what your employees are saying to you?
One of the most sincere forms of respect is actually listening to what another has to say. -Bryant H. McGill
Please mark brainliest
Answer:
Explanation:
How many days have you really wanted to help someone else, to be there for someone else? What are some of the best ways to help another person? Surprisingly, I’ve found helping someone else a lot different than I thought most of my life. Most of my life, I thought helping someone else meant telling them what they ought to do, trying to give them good advice, listening to them just enough so that I could give them a solution to their problems. The problem with that was that is that it didn’t work, usually it worse, and that’s the same way I went about trying to help myself. I would go around trying to point out things I should do for myself.
If you think about how most people have conversations, it’s obvious. When I look at two people, I often see two people who mainly want to talk and this is from my own personal experience. I remember a lot of conversations where the only interest I had was what I could say. Especially if someone needed help, I really got concerned with what can I say? Surprisingly what I’ve found helps the most is listening.
That works miracles when you will completely listen to someone. The more you do it, the more you’ll get used to doing it and it gets easier especially it gets easier as people will talk to you more and more. I’ve been doing this in my life and for the first time I’ve found people seem to be finding what I share with them is helpful even if it’s just a couple of words. What I’ve noticed is the more I listen, the more people pay attention to the words I say. If I just focus on what I want to say almost nothing get’s heard. The next time you see two people talking and they’re both really interested in talking, notice how little they tend to listen to each other. I know a lot of couples tend to say things like he just doesn’t listen to me or she doesn’t really listen to what I’m saying anymore. Usually that’s not the real problem. The problem is you aren’t willing to listen to them anymore.
What I mean by listening is just peaceful and just sitting there receiving everything they have to say, you don’t even have to think about it. I’ve found that works miracles. I’ve been grateful my wife has taught me how to be such a better listener that now I focus everywhere on being the listener and you’ll be amazed at how much people pay attention to what you have to say when you’re a good listener. I notice that with my wife, I really was riveted when she had something to say because she listened to me and I’m so excited to hear what she has to say because I know she really listens to me and therefore I know she has good things to say back to me. When you really listen to someone, you’ll be surprised at how much you can instantly learn about them.
When you’re focused on what you’re trying to say, you’re only in this dream world of preset responses that’s so boring. You’ll say all these things that are canned. I know most of my life I’ve said all these canned responses all the time. It would be a mixture of things I’ve heard before and things I thought were appropriate to the situation. Then I was surprised when no one in my life ever brought their personal problems to me first of all or was really helpful that I provided good things for them.
Listening is so valuable even in messages online. Joseph does an awesome job with working with freelancers online that do things for my company and what Joseph says all the time is that people just want someone to listen with intent to understand. In other words they just want someone who will listen to them even online. Even if you’re not talking to someone, you can be a very valuable resource, you can have much better working relationships if you’ll really just be there for someone to listen to. If you actually read their messages and you don’t have to write as long a message back, but something thoughtful that shows that you read their message. It’s amazing the power of listening in our world today with so many people talking it’s amazing what you can do with listening.
I am honored you are listening to me and today I pray that I can be as good a listener as you are right now. I pray that I can be that good of a listener to everyone in my life. As good as you are, as good as my wife is and I pray that when I do say something that it will be from the heart and honest and not a canned response and not something judgmental but something loving and that’s genuinely helpful. I pray that I can always be a good listener and especially today. I hope this has been useful for you in the next time someone comes to you and wants to help and you want to do the best job you can helping them.