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Listening Skills
Good Listening Skills
Listening Breakdowns
Poor Listening Skills
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100

The primary skill that customer service professionals use to determine the needs of their customer

Listening

100

This is the last step of listening- sending back verbal and nonverbal messages to a message originator

Responding

100

A personal obstacle (physical limitation) that can cause a listening breakdown

Hearing Loss

100

Projections made about an underlying message or meaning based on past experiences.  

Faulty assumptions

100

This is the highest grossing movie of all-time

Avatar

200

1st phase of listening-  A passive psychological process of gathering sound waves and sending them to the brain for analysis

Hearing

200

Showing compassion to a distraught customer is an element of

empathy

200

Factors that can cause shifts in focus in interacting with others (state of health, physical conditions, personal issues).

Psychological distracters

200

An example of an external obstacle to listening.  This could happen in the middle of a meeting and disrupt productivity.

Ringing Phones

200

The movie "Miracle on 34th Street" is based on a real-life department store.  What is it?

Macy's

300

Focusing attention on a specific sound or message being received from  a person.

Attending

300

This effective listening skill is often displayed through noverbal cues such as nodding head to one side or smiling.

Attentiveness

300

Companies offer these to employees to deal with personal issues that might adversely affect their work performance.

Employee Assistance Programs (EAP)

300

This is having too many messages that cause confusion or frustration.

Information Overload

300
This backyard sport uses a wooden ball and mallet

Croquet

400

The ability to gain, store, retain, and recall info for later use

Memory

400

Gaining a full awareness of the customer and their wants and needs.

Understanding

400

This is the difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the U.S.

Listening Gap

400

These type of questions are typically used to verify information already given

Closed-Ended Questions

400

This pop singer's real name is Robyn Fenty

Rihanna

500
This happens when a previously experienced thought that is stored in memory is encountered again

Recognition

500
To be able to accept or tolerate delay, trouble, or suffering without getting angry or upset.  A key element in successful customer service

Patience

500

Beliefs or opinions that a person has about an individual or group

Biases

500

These types of questions are used to engage others and usually start with who, what, when, how, or why.

Open-Ended Questions

500

The third Saturday in May is this American military observance

Armed Forces Day