Honing your listening skills is an ongoing process to being a good listener. Taking the time to listen to someone is not always an easy, especially when you are at work. We have a thousand things we are thinking about and need to get done and someone is demanding our attention by talking to us. We have a hard time stopping and changing our focus. It takes shifting our thoughts, to try to understand what the person is saying. That alone is not an easy task. Listening skill are essential to the customer/patient service field. People come to us for help and are expecting us to be able to listen to their problems in order to help them. There are a few essential key points to good listening skills to remember; face the person who is speaking to you, focus on the words they are saying. It is okay to ask them to repeat what they said, at least they will know you are trying to understand them. Keep quite until they have finished what they have to say, do not jump to conclusions before they are done. Take a quick moment before you answer them to process what was said and what your response should be, and make sure you are wearing a smile.
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