How effective were the in concentrating on what they were doing? “storytellers” Discussion Questions Key Point #4: Keep an Open Mind – 1. In an effort to be decisive, people sometimes try to size up a situation as quickly as possible and draw a conclusion. What problems can that cause with your customers? Why is it important to keep an open mind? Once you jump to a conclusion, you close your mind to other possibilities. ♦ Instead of listening to what the customer actually says, you let your own opinion color or ♦ distort the statements. customer’s As a result, you really hear the customer. What you hear is a mixture of the customer ♦ don’t and yourself. 2. What specific practices will help you keep from jumping to conclusions? Avoid interrupting your customers. When you interrupt, you listening. If you are doing ♦ aren’t the talking, you learn anything about your customers or their needs. won’t Let customers finish what they start to say. If customers pause to take a breath or collect ♦ their thoughts, presume they are finished. don’t
How effective were the “storytellers” in concentrating on what they were doing? Discussion Questions – Key Point #4: Keep an Open Mind 1. In an effort to be decisive, people sometimes try to size up a situation as quickly as possible and draw a conclusion. What problems can that cause with your customers? Why is it important to keep an open mind? ♦ Once you jump to a conclusion, you close your mind to other possibilities. ♦ Instead of listening to what the customer actually says, you let your own opinion color or distort the customer’s statements. ♦ As a result, you don’t really hear the customer. What you hear is a mixture of the customer and yourself. 2. What specific practices will help you keep from jumping to conclusions? ♦ Avoid interrupting your customers. When you interrupt, you aren’t listening. If you are doing the talking, you won’t learn anything about your customers or their needs. ♦ Let customers finish what they start to say. If customers pause to take a breath or collect their thoughts, don’t presume they are finished.
2Listening%20Skills%20to%20Improve%20Engagement%20LG%20FINAL%203.2017.docx