CzechTrade

Skills Base s.r.o.

THE TEN COMMANDMENTS OF EFFECTIVE

LISTENING
1.

STOP TALKING!
We cant listen if were talking!

2.

CONCENTRATE!
Be ready to listen - and stay focussed!

3.

ACKNOWLEDGE AND EMPATHISE!

Prove that you are listening and interested.
Make encouraging noises and give empathy,
when appropriate.

4.

BE OBJECTIVE!
Keep an open mind - everyone reacts
differently to situations. Never assume.

5.

ASK QUESTIONS!
We need to get all the information to enable
us to take action.

6.

CONFIRM, CLARIFY, SUMMARISE!

It is important to do this to make sure that
we understand the situation and to keep
control of the call or conversation.

7.

BE PATIENT!
Listen to understand rather than to reply. Do
not interrupt!
Remember - listening is not waiting for your
turn to speak!

8.

TAKE NOTES!
Get the important information down on
paper, otherwise vital information will be
lost!

9.

LISTEN BETWEEN THE LINES!

Skills Base 2007

Listen for the emotions, feelings and ideas

behind what is said. What is not said can be
as important as what is said!
10.

STOP TALKING!
BECAUSE ALL THE OTHER
COMMANDMENTS DEPEND UPON IT!!

Skills Base 2007