本文发表在 rolia.net 枫下论坛Are you a good listener? Most people think they are, and most people are wrong.
Listening
Learn to FACE your speaker
Are you a good listener? Most people think they are, and most people are wrong.
In the workplace, poor listening skills contribute to misunderstandings and time wasting errors. The inability to really hear what others are saying leads to lower productivity, lost profits, higher costs, lower morale and increased turnover. So, how do you increase your listening skills? FACE your speaker and connect:
1. Focus on the listener. Serious listening means tuning out noise, distractions and other priorities. Make an appointment if necessary. To help yourself focus, take notes.
2. Acknowledge your listener by nodding, smiling, sitting forward and adding comment such as "Yes, go on" and "I see". Most important, hold eye contact.
3. Clarify. Active listening requires that you understand not only the content of the information, but the intent. Example: "You say you want to be taken off the Jenson account. Are you too busy to handle it, or is there some other problem?"
4. Empathize. Many of us want to be problem solvers. When people vent, we offer suggestions, when what they really want is someone to hear them out. Instead of immediately offering a solution, spend some time listening. You'll often find that most people know how to resolve their problems, they just need to hash it out for themselves.
Sources
Adapted from "Bottom Line Listening", Wicke Chambers and Spring Asher, Innovative Leader, www.winstonbrill.com.更多精彩文章及讨论，请光临枫下论坛 rolia.net
Listening
Learn to FACE your speaker
Are you a good listener? Most people think they are, and most people are wrong.
In the workplace, poor listening skills contribute to misunderstandings and time wasting errors. The inability to really hear what others are saying leads to lower productivity, lost profits, higher costs, lower morale and increased turnover. So, how do you increase your listening skills? FACE your speaker and connect:
1. Focus on the listener. Serious listening means tuning out noise, distractions and other priorities. Make an appointment if necessary. To help yourself focus, take notes.
2. Acknowledge your listener by nodding, smiling, sitting forward and adding comment such as "Yes, go on" and "I see". Most important, hold eye contact.
3. Clarify. Active listening requires that you understand not only the content of the information, but the intent. Example: "You say you want to be taken off the Jenson account. Are you too busy to handle it, or is there some other problem?"
4. Empathize. Many of us want to be problem solvers. When people vent, we offer suggestions, when what they really want is someone to hear them out. Instead of immediately offering a solution, spend some time listening. You'll often find that most people know how to resolve their problems, they just need to hash it out for themselves.
Sources
Adapted from "Bottom Line Listening", Wicke Chambers and Spring Asher, Innovative Leader, www.winstonbrill.com.更多精彩文章及讨论，请光临枫下论坛 rolia.net