Main > SCA Proc > General Instructions > Active Listening

  1. First Impressions
    • 55% of what we communicate is through our tone of voice
    • only 7% of what we communicate is through WORDS
    • Particular challenge for Live Chat
    • What we write must convey the information our visitor is looking for using a tone that sets him/her at ease
  2. Positive Language
    • Use positive words or phrases
      • "great question"
      • "it is great you have looked into other options"
    • Don't introduce negative words
    • let your visitor know you appreciate his input and show what you can do, not what you cannot do
    • Focus on the positive
  3. Persuasive Language
    • simplest words have the greatest impact
    • use the power of emotion over intellect
    • replace intellectual words with emotional words'
      • Emotional word: there's more; intellectual word: additionally
      • Emotional word: help; intellectual word: aid
      • Emotional word: let; intellectual word: allow
      • Emotional word: if you decide; intellectual word: should you decide

Active Listening Responses

  1. Acceptance response (acknowledges you heard them)
    • I see
    • I understand
  2. Repeating (don’t add new content)
    • Purpose of repeating is to highlight key words or phrases to indicate you have identified the most critical components of the message
    • Say those key words or phrases verbatim so the customer understands you have heard him correctly
  3. Paraphrase
    • State in your own words your understanding of what you heard
    • Use paraphrasing when you want the speaker to know that you understood him/her
  4. Clarify
    • Used to gain a clearer understanding of the speaker’s situation and to move the conversation from broad generalizations to specific facts
    • “Let me make sure I understand you”
    • Ask clarifying question when:
      • You want to move the conversation to a more specific area
      • When you are not clear about what the other person meant
  5. Summarize
    • Assures both the listener and the speaker that a complex message was received and understood
    • To summarize – restate the key components of the conversation
    • “Okay, let’s pull all of this together…”