Question

3. Describe two communication incidents you have experienced recently in which active listening and empathetic listening took place. Compare the listening outcome for each occasion.
4. Of the six communication and listening road- blocks, which three do you think CSRs should most avoid using when serving customers? Explain.

Answer 1

3

I remember once I went to a costume store because I needed to buy one because a very important activity is coming up.The person who attended me was very attentive to all the movements that I made with my body to explain how I needed the suit.He brought me one as a sample and I wonder how I felt with the suit. I told him that I needed something not to adjust in certain parts, and he with a lot of courtesy and attention took note of everything and the next suit he gave me was exactly what I needed.

I have no other example but I could add that listening is a skill that must be learned,exercised and evaluated, that is why good listening is active.

To keep in mind to actively listen

• Let's look at the eyes of our interlocutor, in this way we connect visually with him, having a positive attitude. But let's be natural.
• Have a relaxed attitude, smile, positivize, be with him, synchronize.
• Summarize your message, reformulate the idea, in this way your interlocutor can obtain refined information without your own interpretation.
• Use silence, allow time for the speaker to continue speaking and speaking,
• Use stimulating responses such as "clear", "I understand", "I understand you".
• Use non-verbal expressions: settle your head, adopt a relaxed body expression.
• Use phrases that invite you to say more "tell me about it".

4

1. Judging or criticizing: Negative labels have enormous power. If you prejudge someone as stupid or nuts or unqualified, you don’t pay much attention to what they say.
2. Commanding or ordering:here a direction is given with the force of some authority behind it. There may be actual authority (as with a parent or employer) or the words may simply be phrased an authoritarian way.

• Don’t say that
• You have got to face up to reality
• Go right back there and tell her/he you are sorry.

3. Moralizing: an underlying moral code is invoked here in "should" or "ought" language. The implicit communication is instruction in proper conduct.

• You should learn how to plan ahead
• I can’t believe you think that’s okay!