One of the most oft-repeated lessons from management classes and books in recent years is the necessity of “Active Listening.” It is a very difficult skill that few people have mastered, but those who do are far more successful managers, salespeople and family members.
True “Active Listening” creates far more rapport, connection and trust between parties. Active Listening requires: 1. Careful attention with no distractions; 2. No interrupting; 3. No judgment; 4. Focus on what is being said without thinking about a response; 5. Appropriate responses; and 6. Perception Checking.
Perception Checking is the biggest trend in management and sales. It requires listeners to restate what they are hearing, and it is essential in all communication. Sheryl Sandberg, in fact, highlights the skill in her excellent book “Lean In.”
I just witnessed an extremely volatile situation get diffused with “Active Listening.” A very irate borrower called one of our Mortgage Analysts to complain bitterly about something that was completely beyond our control. The Mortgage Analyst did nothing but listen and listen, and perception check. Eventually, she was able to completely turn the conversation around and restore the borrower’s faith in JVM.
Founder/Broker | JVM Lending
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