Listening Skills - do you have them?

1. Listening Skills
• Focused listening is the single most effective
way to build trust and establish relationships
• 93% of communication is non-verbal
• Retain 50% of conversations (External and
internal barriers)
–Carl Rogers, Harvard Business Review

2. Name the Listener
• Comparer • Rehearser
• Derailer • Placater
• Dreamer • Identifier
• Filterer • Fixer
• Mind Reader
–Rick Farrell, Listening Skills are the
New Art of Persuasion

3. Great Listeners
• Ask what the person is thinking or feeling
(Mind Reader)
• Let the customer finish their thought before
determining what question to ask next
(Rehearser)
• Be aware of your own assumptions
(Filterer)
• Stay present
(Dreamer)
• Remember that it’s about the customer, not you
(Identifier)

4. Great Listeners
• Treat each customer as the unique
person they are
(Comparer)
• Circle the island
(Derailer)
• Empathize and ask questions when
concerns are raised
(Placater)
• Fully understand needs before
recommending a solution
(Fixer)

5. Self Assessments
1. Rehearser 6. Dreamer
2. Mind Reader 7. Fixer
3. Identifier 8. Placater
4. Comparer 9. Derailer
5. Filterer

6. Focus on listening, concentrate
the information and develop the
best individual program for each
family.