Body Language
Where should placement of the feet be?
Feet placement should be in front of your body and not bounce/shaking.
How do you show you are listening?
Make good eye contact.
What should you always do while talking to a client?
You should always paraphrase what the client has said, to help you understand and for them to know you were listening.
Where should your hands be?
Your hands should be either folded together on the table or in your lap.
Why is eye contact important?
It shows your client you are fully engaged in the conversation.
What should be avoided while talking with the client?
"Um" "Uh" "Like" are the most common overly used words that should be avoided to sound more professional.
What kind of posture should be shown?
You must have good posture. Sitting up straight and not having your arms folded around your body, showing that you are "open", invites the clients to speak more with you.
What is the most important facial feature when it comes to active listening?
Your eyes, eye contact is an important factor that needs to be used during conversations.
What is something you should never do while a client is talking?
You should never interrupt your client.
How do you make yourself more inviting to speak with?
To allow yourself to be more inviting you need to mimic the clients posture at first and slowly have your hands folded over time. This allows the client to feel more comfortable to talk more.
What emotion should you always express while your client is talking?
You should show happiness and understanding.
What is it called when you repeat to your client what they've said?
It is called paraphrasing.
What should you not do during a session?
Do not fidget in your seat. Fidgeting shows you are nervous or uncomfortable.
If you are staring into space you are demonstrating.. what?
You would be demonstrating passive listening.
True or False: You should always use proper grammar when speaking with a client.
True. Always speak with proper grammar to be more professional.