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“You can’t learn anything with your mouth open!”
- Edgar Bergen
Five common mistakes are:
1.
Concern about having the right answers.
The listener spends so much time trying to
formulate an answer that he or she misses what is really being communicated. Sometimes
an answer isn’t even required; the speaker may just need understanding.
2.
Thinking that you know what is going to be said.
This habit can cause you to “tune out”
and dismiss what is being said.
3.
Allowing interruptions.
If you are opening mail or carrying on a ”side conversation” with
a co-worker while on the telephone with a customer, it tells the customer that you do not
think that what he or she has to say merits attention.
4.
Reacting to specifics.
Sometimes a customer will use language or a style of speaking
that offends you. It’s easy to stop listening and start focusing on your own feelings. Listen to
the “big picture.”
5.
Daydreaming.
The daydreamer
pretends to listen, but really is focusing
on something else.
After reading these, ask yourself,
“Do I know anyone who does these
things?” “How does it make me feel?”
If it makes you feel this way,
it will make others feel the same way.
Section 11– Effective Communication & Networking