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From: Mike Kubasak
September 23, 2008
Listening is arguably the most important aspect of the
funeral-cremation process (or for that matter, any part of any selling
process), yet it is usually the weakest part of an arranger’s professional
skills.
Other than Sister Mary Margaret smacking my knuckles with a ruler to get my
attention, How to Listen lessons were never a part of my formal
education. Arguably one of the most important skills for personal success,
Listening still isn’t taught in any school.
Impediments to listening are many:
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You often have an opinion of what you’re going to say before you
begin listening
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You’re mind is on something else
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You’re waiting for a pause to get in your response
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You have become frustrated or turned off with the speaker or
prejudged them
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You take the other person for granted (especially with a spouse,
child, etc.)
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Sometimes you think you already know what is about to be said
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Sometimes you think you know it all and have all the answers
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Take it from me…I’ve had my share of "hard lessons" and missed opportunities
due to not listening. It’s amazing how much you can learn just by keeping
quiet. People think you’re smarter if you’re quiet. You learn more by
listening than by talking. Effective listening leads to increased business
and revenue.
Effective listening
is a learned skill. It requires regular practice. Here are some listening
skill-building practice ideas:
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Look directly at the person you’re listening to.
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Focus on their eyes and on the words and their meaning
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Remove distractions-obstacles like floral arrangements, etc.
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Visualize what is being described to you
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Visualize you’re response or solution before responding
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Listen with an open mind and without prejudice
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Use occasional listening acknowledgements like, "Oh, my" or "Then
what?" or "That’s terrible" or "Tell me more."
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It’s alright to jot down a word or two as others are speaking rather
than interrupting them
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Clarify the situation before offering your opinions
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Ask questions to show interest-concern
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Listen with the intent to understand…before you listen with the intent to
respond.
Comments from readers of TRAVERSING THE MINEFIELD…
"The best I’ve read." Peter Stefan, Graham Putnam Mahoney FH’s,
Massachusetts
"A gem in each page…a wealth of information." John Callaghan, Customer
Driven Marketing.
"Each chapter causes me to gasp. A tremendous resource." Corey Gaffney,
Tacoma, Washington.
PLACE YOUR ORDER TODAY AND PAY BY CREDIT CARD…GO TO:
Mike's New Book
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