Apr 08 2008
Active Listening
Per Wikipedia…
“When interacting, people often are not listening attentively to one another. They may be distracted, thinking about other things, or thinking about what they are going to say next, (the latter case is particularly true in conflict situations or disagreements).
Active listening is a structured way of listening and responding to others. It focuses attention on the speaker. Suspending one’s own frame of reference and suspending judgment, are important in order to fully attend to the speaker.”
This should be a building block of account management training and employee management.
Who, exactly, is this suppose to be referring, to? I see that you have pointed out Account Management (in addition to general employee training), so I am interested in a bit more clarity of this topic.
no comment
If you are referring to me, just give me a shout-out about it. I can change my ways if you let me know!
Account management as managing a client. Too often I think we don’t actively listen to our clients. Instead we make assumptions about what we think they really mean. If we took more time to actively listen, we’d understand the core of the problem, not just the surface.
Jen, you don’t have to change. Or do you?