Listen and Be Listened To: Get Inside the Customers Mind

Each of us has a unique view of the world and a personal style based on our values, beliefs, attitudes and behaviors. Our style affects how we perceive information, communicate with others, and act. It also influences the way we listen and how others listen to us. Information that conflicts with our ideas and beliefs may simply be tuned out. Similarly when we expect to hear certain things, we often only pay attention to what interests us. Our perception about a person, situation or subject influences our reception of the information, and how much attention we choose to pay. Listening is naturally a very selective and subjective experience. The art of active listening is something that takes time and effort, however is critical to building and maintaining effective working relationships.This Learning Short-take combines self-study with workplace activities to provide you with the key skills and techniques of effective listening. You will learn build more effective work relationships with your co-workers, leaders and by tuning into key communication messages and responding appropriately. You will learn tips, tricks and techniques to boost active listening capability and discover the type of behavior that commands respect from both the speaker and listener point of view. The Learning Short-take is designed for completion in approximately 90 minutes.Learning Objective Define listening. Explain why listening is important. Identify the barriers to effective listening. Identify their listening style and the listening style of others. Demonstrate techniques for active listening. Create a Skills Development Action Plan.

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