In other words, people also engage in Appreciative Listening for the joy of it. A song from childhood can evoke pleasant memories, making it more likely that listening to this will be appreciated in old age. Past experiences also have a direct impact on the perception of auditory information and the way in which this is listened to. ![]() Perception can change when, for example, opera is sung in a new style. Some people do not like opera and find it too dramatic or complicated, while others like it. Human perception has a lot to do with this. What specific auditory information is valued differs from person to person. Next Level Customer Service TrainingĮnroll your team now in Compassionate Geek IT customer service training so they can work together, get things done, and take care of customers.Do you want unlimited ad-free access and templates? Find out more Gain the respect of the people around you by becoming a better listener. Become Wiser by Improving Your Listening Skillsīuild better relationships, both at work and in your personal life. When your focus is completely on the user and not on yourself, your level of service will be much higher.īecoming a better listener is a skill that requires you to be aware when you’re starting to drift away from listening and intentional about bringing your focus back to the speaker. Be specific about how you will follow up, what you will do, and what the he can expect and when it will happen.Ī great way to evaluate whether you’re doing empathic listening or not is to ask yourself “WHERE IS MY FOCUS?”Īs you think about the 5 levels of listening, think about the fact that the first four levels are self-focused, while the fifth level (empathic listening) is focused on the user. To achieve empathic listening, slow down, be patient, talk less and listen more, repeat back what was said to ensure you don’t overlook anything.Īt the end of the call or visit, do a short recap of what you have discussed, what approach you are suggesting, and any follow up on your part or the user’s part that is needed. Empathic listening is the highest level of listening, and the hardest to accomplish. Discipline yourself to see it through the eyes of the user. To be successful in providing IT support to end-users, you must teach yourself to treat every call as though this is the first time you’ve ever heard this problem, even though you may have heard it many times before. The fifth level of listening is Empathic Listening, also known as empathetic listening, the top level of listening.At all four of these levels it should be evident that we are listening to our own perspective, and in most cases with the intent to respond from our experience. Instead of paying close attention to the other person, we’re formulating our response to what he or she is saying. If they move on to other things we slip down to pretend listening or ignore them altogether.Īttentive listening occurs when we carefully listen to the other person, but while they are speaking we are deciding whether we agree or disagree, determining whether they are right or wrong. People can tell you’re distracted.ĭuring selective listening we pay attention to the speaker as long as they are talking about things we like or agree with. while working on an unrelated email or playing a computer game. On the phone it happens when you say things like “I see” and “OK,” etc. You’re talking to the other person and they have that “backpacking in Brazil” look in their eyes. Pretend listening is most easily explained in the face-to-face conversation. ![]() For example, while the user is speaking, you start a conversation or interject a comment with another IT support tech. ![]() ![]() If you are distracted by anything while talking to a user, they can get the impression that you are ignoring them. The lowest level of listening is called ignoring – not listening at all. Here’s a video I made on the 5 levels of listening: As important as how you actually listen is how you are perceived to listen. support team or, for that matter, your entire organization. How you listen to your end-users and customers will have a significant impact on your success, and that of the overall I.T. Stephen Covey’s 7 Habits of Highly Effective People, we listen at one of 5 levels of listening.
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