When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions.  Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended.  Research shows that 2/3rd of all employees feel management isn’t listening.*

We all think we know how to listen, yes?  The fact is that very few people know how to truly listen.  In our earnestness to serve, we get pulled out of a conversation by preparing for the answer while the other person is still talking.  We wait for a pause and when the person takes a breath, we jump in to improve or remedy the situation.   (more…)