How Reflective Listening Transforms Customer Satisfaction
A critical factor in building effective relationships within any organization is Reflective Listening. Reflective Listening takes determination and clear intent, absolute focus and dynamic participation. While it takes time to perfect, I promise you, mastering this will immediately have a positive impact on every aspect of your business and personal life.
The method is straightforward. You listen, tell the person what you heard, and ask if you understood them. If they say no, you listen and reflect back the information, and ask if you understood them. Repeat until they have nothing left to say. You will see body language change and breathing slow down. Any anger, resentment or discontent disappears. And most importantly your team member becomes your immediate ally. The positive energy spreads like wildfire, attitude improves… and service improves.
Recipe for Success:
- Let go of any negative beliefs about the person you are in conversation with
- Ask open-ended questions
- No interruptions – stay focused on the person
Start practicing Reflective Listening today; master it while teaching it to your full team…not just the managers
By practicing Reflective Listening we build healthy, honest relationships, which allows others to build the same. If we teach this life-altering method to everyone around us we create an environment geared toward success. The listener implies…you’re just as important as I am and I care enough about you to hear what you’re saying: even if I don’t agree.
As owners or managers we often feel annoyed by the small, seemingly inconsequential stuff, and just as often it is these very things that add up to the big stuff! So put away your judgment and pre-conceived notions and take full responsibility for creating a successful Reflective Listening conversation. Consequently the drain of negative energy created by lack of communication and listening is completely resolved leaving space for greatness from the entire team and incredibly happy customers.
For information or to arrange sessions to build a world-class organization, a powerful team and enthusiastic and delighted customers, contact Karen or Kevin at 206-434-1521 or karen@kcarey.com
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