Der Schlüssel erfolgreicher Kommunikation: Aktives Zuhören
Wissen Sie, dass aktives Zuhören die Grundlage für gelungene Gespräche sind und somit auch für erfolgreiche Telefonate? Mit kurzen Rückfragen und Bestätigungen drücken Sie Interesse am Gesagten aus und beugen Missverständnissen vor. Wie Ihnen das gelingt, lesen Sie jetzt in der aktuellen Ausgabe von Secretary Today.
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Make your phone calls even more sucessful by being an active listener
When you’re on the phone, listening is as important as talking. Here’s how to listen actively to keep the conversation flowing and to show the other person that you are really interested in what they are saying.
This is what you can say to demonstrate interest
- Really? I didn’t know that.
- I’d never thought about it that way.
This is what you can say to demonstrate appreciation
- That’s excellent.
- That's wonderful news.
This is what you can say to show agreement
- Absolutely.
- Definitely.
- Certainly.
- That’s exactly how I see it.
- By all means.
This is what you can say if you haven’t understood everything
- I’m sorry, what was that?
- Pardon?
- Come again? (ugs.)
This is what you can say to encourage people to talk
- Go on.
- Why is that?
- Tell me more!
This is what you can say to show surprise
- No way!
- You’re kidding!
- You’re having me on! (BE)
- He didn’t!
This is what you can say to show empathy
- How awful.
- I’m so sorry.
This is how you can check that you have understood everything
- So from what you’re saying, x is most important for you. Is that right?
- So, if I understood you correctly, x is your top priority in this project, is it?