Providing Information and Listening Skills

Providing Information and Listening Skills

Providing skills are used to give information to the other person that:

  • is responsive to the needs of the situation
  • creates a positive image of you and your ability to address those needs
  • resulting in customer satisfaction
Element Description
Stating benefits Present benefits that are keyed to the needs of the other personCheck to allow the other person to ask for clarification or more information
Speaking concisely Speak briefly and to the pointProvide ‘headlines’. Go into detail only if asked to by the other person.
Using enthusiasm Show excitement and conviction in your plans or proposals by using:

  • faster pace
  • more modulation
  • increased volume
  • more gestures

Listening skills are used to discover what your customer needs and expects from you and your company. While listening is a separate skill, it is also a critical umbrella skill for all of the Communication Skills, resulting in your understanding customer needs and feelings.

Element Description
Concentrating Resist distractionsFocus on the customer and concentrate on what is being said
Remembering Retain relevant information that the customer gives you.

 

Types of Listening

Listening ranges from attentive to receive listening:

  • Attentive Listening is comprehending and remembering
  • Reflective Listening retains information, evaluates, and draws inferences
  • Active Listening gives verbal or non-verbal feedback to the speaker

 

Confirming

Confirming skills make the progress of the discussion explicit, resulting in agreement.

Element Description
Summarising Restate or paraphrase what the other person has said by:

  • Listening important points
  • reviewing what the other person has said to check your understanding
  • pulling together related issues
Checking Check for the customer’s agreement by:

  • watching for non-verbals
  • asking directly

 

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