ACTIVE LISTENING

ACTIVE LISTENING ENABLERS

 ATTENDING

• Providing verbal feedback to the speaker to show that you are

listening.
• Initial acknowledgment of what the speaker is saying
• “Good morning”
• “Thank you for calling”
• “Uh uh..”
• “I see…”
• “Yes”
• “Go on…”
 EMPATHIZING

•
• An understanding of the other’s emotions, feelings and
situation
• “Putting yourself in the other’s shoes”
• Cognitive Response(empathy) vs, Affective
Response(sympathy)
• Reflects back how the speaker was feeling
• Observation+Validation+Assurance= Empathic Response
 EMPATHIZING

• “I can see why you would feel that way. It can really be
frustrating when you don’t get the service you want on time.
I’ll do what I can to help.
• “You seem very excited. I’d feel the same way too if it
happened to me. Here’s what I’ll do…”
PARAPHRASING AND SUMMARIZING

• Stating in your own words the key components of the content

to reflect and confirm your understanding of the customer’s
message.
• Used to sum up key components of complex messages
PARAPHRASING AND SUMMARIZING

• “So what you’re saying is…”

• Let me see if I understood you correctly…”
• You called because…”
• What I’m hearing from you is…”
• Let me rephrase what you just said…”
• Correct me if I’m wrong…”
 CLARIFYING AND PROBING

• Using questions appropriately and correctly as follow-up to

gather more information about the customer’s concern.

• What did you have in mind?

• How do you think we should handle that?
• May I make a suggestion?
• Which would you prefer?
• Is there anything else I can do?
• Can you describe the situation?