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1- Stop Talking. If you really want to
be an effective listener, stop what you are doing. Eliminate distractions. Give
full attention. Show the person that you really want to listen.
2- Put the person at ease. Get relaxed
yourself. Use door openers like; What’up? Anything I can help you with? Don’t
rush, give them time. Be alert to posture and nonverbal cues.
3- Don’t interrupt, especially if that
person is upset. Allow for ventilation to occur. Remember it’s only words. Be
patient.
4- Empathize, Make a statement of
regret. Be genuine. Ask them for their help. I’d like to understand your problem;
will you help me?
5- Paraphase. Try to summarize what
you’ve heard and restate it to the person to his/her satisfaction. This often
helps defuse tension. It also aids in showing employees that you’re trying to
understand their situation.
6- Ask open ended questions. Use
questions for clarification and understanding, ‘’What do you suggest we do?’’
7- Use Silence. Don’t be afraid of
tension. If any tension exists, time
perceptions get terribly distorted.
8- Allow reflection. In many cases the
best role we play is that of a sounding board for our employees. This even
allows for a little pressure release.