CUST104: Business Communications

3.5: Techniques of the Active Listener

• Tyner Blain's "Ten Supercharged Active Listening Skills to Make You More Successful" Page

  Read this article for the useful tips for becoming a more active listener. Practice each skill and consider how you might implement them in a business setting.

• Evil Genius Leadership Consultants: "Active Listening & Non-Verbal Communication" Page

  Watch this video, which points out how non-verbal communication illustrates active listening.

• Monique Cloutier's "Words, Tone, and Body Language: Matching and Mirroring to Build Rapport" Page

  Watch this video for practical tips on how to build rapport through matching and mirroring body language.

• Boundless Communications: "Be a Serious Listener: Resist Distractions and Listen Actively" Page

  What is a distraction, and how do distractions impact conversations? Read this chapter about how to avoid distractions and become a more active listener.

• Customer Service Reader: "LEAP to the Customer's Side" Page

  Dealing with a difficult customer? Read this article for tips on how to manage that customer by using listening skills. LEAP is an acronym meaning listen, empathize, apologize, and problem-solve.

• Nancy Friedman's "The Art of Building Rapport with Your Clients Who Call" Page

  Read this brief but informative article on how to build rapport with a customer in a phone conversation.

• Luciano Passuello's "10 Best Ways to Harness the Power of Questions" Page

  Think asking the right question is easy? Read this article to ensure that the questions you are asking are as powerful as possible.

• Wisc-Online: "How Well Do I Listen?" Page

  How well do you listen? Watch this interactive presentation and reflect on your answers.