Gauge how engaged you are really are - techniques to show you’re listening

Mastering the art of communication involves the ability to be both a good speaker and even more critically, an exceptional listener. Everybody wants to feel like their opinion is respected and validated. Nowhere is this more important than in the sphere of business. When developing relationships with customers, by demonstrating effective listening skills you establish and convey interest in them and their business and build trust and respect. In sales particularly, you cannot effectively provide a solution to a prospect’s problem if you have not listened effectively and established what that problems and challenges are in the first place.

The issue is there are many triggers that can make a person feel like they are not being heard. Listening alone is not enough. You must demonstrate active listening. Confused? The following techniques will ensure you are engaged:

Non-verbal Cues

There are numerous non-verbal cues which can be used to show the listener you are engaged.
• Focus on the client – do not fidget!
• Maintain eye contact to ensure focus on the client
• Smile
• Maintain a good posture – stillness, leaning forward and head tilted slightly forward
• Mirror their facial expressions
• Nodding

Paraphrase

Paraphrasing involves re-stating what you have heard in your own words. This demonstrates that you have taken on board what has been said and provides the sense of validation to the recipient.

Ask Questions

Ask elementary, expansive and evaluative questions and in that order to drill down and to fully understand the person sitting across the desk from you.

Repeat words or phrases

This follows on from asking questions. This technique is achieved by repeating words or phrases in a questioning tone. The objective of this technique is to not only show you are taking on board what has been said but also to get the recipient to expand on what they are saying.

By imputing these techniques into your conversations with clients and in your day to day life you are guaranteed to have more successful conversations.
Spinnaker provides on-going mentoring and communication training, we help people to boost confidence and develop skills that empower them in business situations. Contact us today to see how we can help you.