One of the most important habits of successful people, business or personal life, is their ability to communicate effectively. Be it the big time entrepreneur to the small business owner, active listening is an important skill that is vital for any business to be successful in terms of knowing customers, clients, suppliers and all other business players.
Barriers to Effective Listening
The list identifies some barriers to effective listening that are common in both business workplace and in one-on-one conversations:
- Mind is occupied with other things
- Distraction of things going on around
- Anxiety to present own thoughts and ideas
- Misinterpret what is said
- Disinterest
- Listening for weakness or flaw in the other person’s argument
- Disagree with the other person
- Valuing own ideas and not the other person’s
These barriers can be eliminated if business owners can take serious effort to commit to become an active listener. What then are these active listening skills or techniques worth making a habit of?
Active Listening Skills and Techniques of Effective Listeners
- Non-verbal communication. When people communicate, a lot comes from non-verbal signals, including being in tune with facial expression, tone of voice, and eye contact. Body language plays an important part as good listeners keep their posture natural but alert. Seated or not, they give people their full attention.
- Listen without interrupting. The reason for asking questions is to solicit or obtain information. For instance, while the customer replies, they should be listened to without being interrupted unnecessarily. Effective listeners respect the power of silence.
- Ask the right question. Asking question is an essential part of active listening. It is an important way to understand an important customer’s request, for example.
- Clarify, when necessary. In instances when the conversation becomes somewhat ambiguous, it is best to clarify the meaning intended. Some techniques used to avoid this include: rephrasing the question, reflective listening, and summarizing the point.
- Take notes, to show involvement. It is always possible that issues may come up in any conversation, even in simple requirements and solutions, and much more with the complex requirements. Therefore, as conversation progresses, it is helpful to take note/s of key points to take down the customer’s point of view. It is also a common courtesy to check with customers if they don’t mind the note-taking.
- Respond to feelings. Effective listeners are good observers. They are sensitive and are able to read the signs that convey how the customer is feeling. Otherwise, it is best to ask and clarify.
Small business, home-based, or big enterprises are in business to create value for their customers and clients. Effective use of communication skills is all about active listening, and how to engage people to listen.
To know customers better and to serve them best, successful business people practice seriously the habit of active listening. To them, the use of active listening skills throughout the process of dealing with the customers and other business players translates to good rapport resulting in increased sales.
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