Probably the most valuable thing you can do for your agents, your customers, your fellow workers, and yourself is to learn to be a good listener. It is an uncommon and valuable skill in any situation, but the ability and willingness to be a good listener are extraordinarily valuable for anyone in a management position. Determining how to listen actively and carefully can radically influence your relationships, your efficiency, and your effectiveness as a leader.

Following are some suggestions for helping you to become a better listener.

Focus your attention on the person who is talking to you.

When another person is talking to you, either face-to-face or on the phone, focus your attention on what they are saying. Don’t do other activities at the same time, look elsewhere, or answer another call. If you are speaking face-to-face, look the person in the eye, make sure your body is turned forward, and keep a calm but attentive countenance. By giving the other person your full attention, you’ll not only absorb the message more fully, but you’ll also increase the other person’s confidence that you are listening attentively. Read the rest of this entry »