During the 2023 Refresh Week Expo majority of us stated that this year we are focusing on COMMUNICATION & INNOVATION!

As a reminder, in March we are challenging ourselves to grow in the area of communication. Apply these tips during every meeting, phone call and in-person interaction. Click HERE for the last write up on communication.

2 minute read

Active Listening and the Customer Experience

Here is something that so many of us forget: listening is half of all communication. It’s great to be able to articulate your thoughts and ideas clearly, but it’s just as important to have effective listening skills.

Unfortunately, many of us can only listen just long enough to form our own responses to what is being said, then we stop listening.



Read on to learn how to become a powerful listener as you interact with your fellow team members and customers.



Keys to Effective Listening

Be Attentive and Relaxed

Probably the most important part of effective listening is being attentive. Be present and at the moment with the person you are listening to. Follow along with the words and thoughts they are sharing to build the full picture. Do your best to block out distractions, whether that’s the work on your computer or your internal thoughts. 

Listen without Judgement

If you start reacting emotionally to what’s being said, then it can get in the way of listening to what is said next. Try to focus on listening. Equally, don’t assume that you know what’s going to be said next.

Do Not Interrupt

Don’t interrupt the other person while they are talking. It conveys the message that you don’t care what they are saying and that you think what you have to say is more important than what they have to say.

Ask Questions to Clarify and Understand

The goal here is to ask clarifying questions that will help you understand fully what the other person is saying. With customers, if it's difficult to follow along, takes notes to fully understand the situation or write down your thoughts or potential questions so you don't lose them while you are listening. 

Practice Empathy

Do your best to put yourself in their shoes and see the situation from their vantage point. To get a good depth of understanding, you’ll need to do your best to put yourself in as close to a mindset as the other person is.

Being a good listener takes practice and some work, but it’s well worth it. You’ll gain greater clarity with your interactions with other people you interact with. This benefits both your professional and personal life.