Listening

What it means

Listening is giving full attention to what is said, and to what is meant, before you decide what to say back. Most people listen only until they find a gap to speak. Real listening means you are not preparing your answer while the other person talks. It includes the words, the tone, the pauses and what is left unsaid. A customer who says "it is fine" in a flat voice may not be fine. Listening means noticing that and asking gently.

Why it matters

As an owner, you are surrounded by people who talk to you with care. Staff tell you what they think you want to hear. Customers hide their real worry behind polite words. Listening is how you get through that and see the truth.

• You find problems earlier, because people feel safe telling you.
• Your offers fit customers better, since you heard what they actually need.
• Your team feels respected, which improves effort and loyalty.

How to use it

1. Put the phone away and face the person. Tell them you have ten minutes for them.
2. Ask one open question, such as "What is the hardest part of this right now?"
3. Let them finish. Count to three in your head after they stop before you speak.
4. Repeat back the key point in your own words and ask, "Did I get that right?"
5. Ask one follow-up about the part that had the most feeling in it.
6. Write down

Common mistakes

• Interrupting to solve the problem before it is fully told.
• Nodding while you plan your reply.
• Listening only for facts and missing the feeling.
• Asking questions that already contain your answer.

Try this today