April 18, 2017 – Discovering

Listening for content, meaning, and feeling often means you have to slow down. Don’t rush the conversation. Don’t assume that you know what your customer is going to say or what her next sentence is going to lead to. It can be easy to start filtering some of what you hear, listening for key terms and phrases that will help you prove your point. Don’t do it. Exceptional listeners don’t make assumptions about what their customers will say. Instead, they are able to slow down; listen to what’s being said (and not said); and focus on content meaning, and feeling.