Human beings are social creature. They enjoy communicating with others be it face to face to writing and sharing thoughts and opinions. Technology has expanded our ability to communicate through texting, emails and online social media sites.
Years ago, I read a quote, “If the good Lord wanted us to talk more than to listen, he would have given us two mouths and only one ear.”
Listening actually active listening is an essential business and sales skill. This skill adds incredible value to overall organizational culture as well as sustainable business growth.
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In sales, many opportunities to increase sales are lost because the salesperson did not engage in active listening. He or she possibly entered the sales conversation with an “IAKT” (I already know that) listening attitude.
The goal of active listening is CLEAR communication so that both the sender and the receiver have the following:
*Clarity: The ability of the receiver to separate the tangibles from the intangibles and the knowns from the unknowns.
*Legitimize: The skill to separate the real problems from the symptoms. Many times perceived problems are really symptoms in disguise.
*Emotion: Recognizing and understand the emotions of others. This is called emotions intelligence. Here is where the verbal words and the non-verbal gestures along with the syntax (speed, pitch, volume and emphasis) are very important.
*Agreement: Finding common ground allows both the receiver and the sender to build ongoing trust.
*Retention: The information being received is critical to not only sales success, but organizational cooperation as well. In many cases, the facts that you are receiving has been heard by others, but they simply failed to listen.
Active listening is all about truly hearing and then remembering what the other person has just said. Just remember, we have two ears and only one mouth for a reason. When we learn to talk less and listen more, we can make incredible progress.
Next week’s column looks to the importance of written communication.
Leanne Hoagland-Smith is an author, speaker and executive coach. Her weekly column explores issues that impact the bottom line of firms with fewer than 100 employees. She can be reached at 219-508-2859.