When you work in the customer service field there are some skills you need to have if you’re going to be successful and at the top of the list is active listening. Listening is something most of us take for granted, we assume that because we can hear people and speak to them that we are effectively communicating – but that’s not true. Surprise! Hearing and listening are not the same thing. Hearing is simply detecting sound while listening requires focus. And focusing is not so easy for many people (…you know who you are!) To actively listen you need not only to focus on what is being said, but how it is being said. What tone of voice is used, what words is the speaker choosing, what clues is their body language giving you? How well you communicate depends on how well you interpret everything that is going on during your conversations.

Active listening is the key to all good communication and the building block for professional success no matter what field you choose to work in. But wait – there’s more!

Good listening skills will also benefit your personal life – here’s how; Good listening skills have been linked to a greater number of friends, enhanced relationships, improved confidence and self-esteem, higher pay and even better health and wellness. There are no adverse effects to improving your listening skills.

Here’s what you need to do to improve your listening skills:                                                                                                                                                                                           Stop talking – You have 1 mouth and 2 ears for a reason. You will learn so much more from listening that you ever could from talking. When someone else is talking listen to what they are saying, don’t interrupt, finish their sentences or talk over them. Just shut up and listen.

Give the speaker your full attention – Relax your busy mind and focus. Stop thinking about what you’re going to have for lunch, other things you have to do, the weather or that cute guy or girl who just walked by. Our minds are easily distracted. Work on being the master of your own thoughts.

Put the speaker at ease – Try to see things from their point of view. Let them know you are listening by nodding your head, using appropriate facial expressions, and making eye-contact – but don’t stare, that’s creepy

Stay open minded and objective – Don’t let someone’s personal habits or mannerisms distract you from the communication exchange. Everybody has a different way of conversing and many of them will be different than yours. People may be shy, aggressive, choose odd phrases, use way too many gestures or just kind of bug you. We’re all quirky in our own way. Stop judging and concentrate on what they are trying to get across to you.

Don’t forget to watch body language – Facial expressions, eye movement and body posture are all just as important as the words being said.

Put it all together –This can be easier said than done. Not everyone is great at verbally expressing what they really want. Look for the main points your customer is trying to make and ask clarifying questions. Make sure to always paraphrase to make sure you are on the right track.