Shawna Kearsley
@OnAcornBay · 15:00
Listening And Understanding Our Way To Success. #WHAT PEOPLE WANT. #GrowingThroughConversation. #BeTheBeacon.
We're talking about language and word choice and language culture and language strategy. We're talking about language economy, using language to its potential. Language is one of the greatest tools we can use to create, maintain and strengthen our relationships. The way we use language demonstrates our commitment to listening. We create reality through our language. Words matter. I am at choice with my word choice. When you're thinking about relationships, what words invite others to speak and help a relationship grow stronger
Shawna Kearsley
@OnAcornBay · 4:58
He wanted to talk about his garden, but he also wanted more sunlight for that garden. And the way to get more sunlight was to have fewer branches on my client's tray. When he talked about trimming the tray and he heard aha, he thought that was permission. But my client hadn't been listening. She didn't realize he wanted something. She thought her sounds were meaningless. They were meaningless to her. They were permission to him
Shawna Kearsley
@OnAcornBay · 4:48
Think about a conversation between a customer and a customer service representative. The customer calls because something is wrong. If the customer service representative becomes defensive or implies or states outright that the customer has done something wrong, the customer becomes even more upset. The best way that the customer service representative can help the customer is by listening to the customer first and letting the customer explain what went wrong
Swell Team
@Swell · 0:15
Shawna Kearsley
@OnAcornBay · 4:59
You. So there are different ways to listen effectively. Understanding these styles will help you be a better listener to all kinds of people, including people whose style are different from your own. People can be grouped accordingly to their listening style. So here we go. Highly interactive listeners highly interactive listen nurse they talk alongside the other person, asking questions and make suggestions
Shawna Kearsley
@OnAcornBay · 5:00
Resist the temptation to jump in and defend your idea when people question you. Your ideas can't make a real impact in the world until they are out in the world. We need to value the responses of others. This is how we all get better. This is our communities
Shawna Kearsley
@OnAcornBay · 5:00
You. So how do we get there? We're asking questions that get get, that get answers. And we are focusing here on also building bridges, what people want and listening and understanding our way to success. There are questions that tend to shut people down and bring unfortunate end to conversations. Right. So we're going to avoid these. How do we get there? Questions that invite justification. We're going to avoid these
Shawna Kearsley
@OnAcornBay · 4:58
He said he was good at his job and had his own way of doing things and his own way of working with people, and that is just the way it was. Judy could have stormed out or defended her work, or marched over to the manager and revealed the client's resistance. Instead, she asked the client a question. How's that working for you? The question was tough to ask, and Judy had no idea how the man would respond
Shawna Kearsley
@OnAcornBay · 4:45
While you glance around the room, shuffle papers on your desk or check your watch, sending conflicting messages, people will believe your actions more than they believe your words. Perhaps the most difficult step to take these days is putting away your phone. When you're looking at your phone during your conversation, either you're listening to the conversation or you're checking email or Facebook on your phone, you're not doing both
Shawna Kearsley
@OnAcornBay · 5:00
In addition to feeling that others are listening to them, employees who listen into each other, to managers, to customers, are more effective in doing their jobs. That goes without saying. Listening to customers is particularly important in saving time and money in the workplace. Listening effectively can be a powerful way of increasing the way you understand people and make you more able to respond to them in meaningful ways. Here's a case study