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The Skills Trainer
With Randi Busse
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Randi Busse is President of Workforce Development Group, Inc., a
coaching and training firm located in Amityville, NY. Randi works
with organizations and individuals that want to improve their soft
skills including communication, interpersonal, presentation, team
building and customer service skills. She custom designs programs
that will improve the customer service experience, increase client
retention, enhance soft skills, and develop more effective
networking abilities. Randi brings her passion for people
development to her clients. She partners with both the business
owner and the employees, as well as individuals, leaving them with
valuable skills that they can use over and over again. Using
collaborative coaching and self-discovery techniques, Randi brings
out the full potential in people. |
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ARTICLE
OF THE WEEK
Wednesday, July 16, 2008
Author: Randi Busse, Professional Skills Trainer
How to improve your listening skills
One of the most
important aspects of effective communication is our listening
skills. Good listening makes us better employees, customers,
coworkers, supervisors, parents and romantic partners. Most of us
aren’t good listeners; however, listening is a skill that can be
improved.
Most of us think we listen and communicate just fine. However, if
you aren’t focusing on what the other person is saying, you’re not
100% committed to the conversation. You might be missing crucial
points, or worse, come across as inattentive or uninterested in what
the other person is saying.
What makes a good listener?
* Pays attention to what the other person is saying
* Paraphrases what was just said
* Makes eye contact with the person who is speaking
* Focuses on what the other person is saying
How to improve your listening skills
Listen carefully so that you will be able to understand, comprehend,
and evaluate. Careful listening will require a conscious effort on
your part. You must be aware of the verbal and nonverbal messages
(body language).
· Be mentally and physically prepared to listen. Put other thoughts
out of your mind. Your attention will be diverted from listening if
you try to think of answers in advance..
· You can't hear if YOU do all the talking. Don't talk too much.
· Listen with empathy. See the situation from the other's point of
view. Try to put yourself in their shoes.
· Be courteous; don't interrupt.
· Listen to how something is said. Be alert for what is left unsaid.
· Face the speaker and maintain eye contact.
· Use body language to show your interest or your concern about what
is being said.
· Be attentive yet relaxed.
· Keep an open mind.
· Wait for the speaker to pause to ask clarifying questions.
· Ask questions to ensure understanding of something that has been
said
· Give the speaker acknowledgement that you are listening (“OK”, "um
hmm")
· Pay attention to what isn't said -- to feelings, facial
expressions, gestures, posture, and other nonverbal cues.
Clearly, listening is a skill that we can all benefit from
improving. By becoming a better listener, you will improve your
productivity, as well as your ability to influence, persuade and
negotiate. What’s more, you’ll avoid conflict and misunderstandings
– all necessary for workplace and life success.
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Randi Busse
Author, The Skills Trainer
randi@lieconomy.com
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