- Attentive Listening
Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking. Before: Listening before responding requires that we pay attention to the emotion we hear in the client’s […]
- Need Influence? Read Below!
How often have you heard someone say to you, “You need to be more influential?” When we hear that request, often we don’t know how to address the issue. From a communication standpoint, three issues are critical to being influential.
- Do I Need to Work on My Accent?
Guest Author Deb Kowalczyk, M.A.—Director, Clearspeak Why Work on My Accent? Whether you speak with a foreign accent or regional dialect, it can impact your job performance and affect the way you are perceived by customers, co-workers, and employers. Although the Equal Employment Opportunities Commission prohibits discrimination on the basis of national origin, a survey done […]
- Listening, the Key to Your Success on the Phone
A tough economy puts a lot of pressure on everyone. Clients are more and more demanding, especially when doing business over the phone. Good listening skills are essential. Yet, most people do not excel at listening. Researchers tell us that people listen effectively only about 25% of the time. When customers feel heard, they are […]
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