TELEPHONE DOCTOR® PRESCRIPTION: 1. Give the customer your undivided attention. 2. Focus on what the customer is saying. 3. Avoid distractions. Do one thing at a time. Skill Practice Key Point #3: Concentrate – – Don’t Multi-Task Facilitator Note: Choose one or both exercises below and have a group discussion. To illustrate some of the difficulties associated with trying to do two things at once: 1. Select two participants to serve as “readers.” Give each of them a different clipping from and have them read both aloud at today’s newspaper the same time. What happens? Could anyone remember details from both readings? How many concentrated on one rather than the other? How many concentrate on either one? couldn’t How effective were the in concentrating on what they were doing? “readers” 2. Select four participants: two to tell a story about their weekend plans, the other two participants attempt to concentrate and text the following message on cell phones. the customer your undivided attention. Focus on what the customer is saying. Avoid “Give distractions. Do one thing at a time.” Then ask these questions: What happens? Could anyone remember details from both stories? How many concentrated on one rather than the other? How many concentrate on either one? couldn’t
TELEPHONE DOCTOR® PRESCRIPTION: 1. Give the customer your undivided attention. 2. Focus on what the customer is saying. 3. Avoid distractions. Do one thing at a time. Skill Practice – Key Point #3: Concentrate – Don’t Multi-Task Facilitator Note: Choose one or both exercises below and have a group discussion. To illustrate some of the difficulties associated with trying to do two things at once: 1. Select two participants to serve as “readers.” Give each of them a different clipping from today’s newspaper and have them read both aloud at the same time. What happens? Could anyone remember details from both readings? How many concentrated on one rather than the other? How many couldn’t concentrate on either one? How effective were the “readers” in concentrating on what they were doing? 2. Select four participants: two to tell a story about their weekend plans, the other two participants attempt to concentrate and text the following message on cell phones. “Give the customer your undivided attention. Focus on what the customer is saying. Avoid distractions. Do one thing at a time.” Then ask these questions: What happens? Could anyone remember details from both stories? How many concentrated on one rather than the other? How many couldn’t concentrate on either one?
2Listening%20Skills%20to%20Improve%20Engagement%20LG%20FINAL%203.2017.docx