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Active Listening

Pay Attention

Stay Focused: We think much faster than we speak. As a result, our brains may use the ‘spare time’ to think of what we are going to say next. In the process, we may miss important information.


Sometimes we are ‘hearing’ but not ‘listening’, for example pretending to be attentive but thinking about what to do this weekend. This often happens unconsciously, however it can lead to missing important information and may be perceived as disrespectful.

Avoid Distractions: Try to focus with both ears on each word being communicated.


Listen for meaning and not just words: Listen to the tone the customer is using and how they respond, to better understand the meaning of what is being communicated.