The goal of
active listening is to go beyond listening to understanding. People have a strong desire to be understood. Words are simply a vehicle to convey a meaning. Active listening allows you to make sure that you hear the words and that you understand the meaning behind the words.
What is Listening? There is a difference between hearing and listening. Hearing is a passive process. We will naturally hear sounds within human hearing range unless there is some hearing impairment. Listening, however, is an active process. When listening, we direct attention to the act of hearing. Listening involves an intention both to hear and to understand what is heard. Hearing may be natural, but listening is a skill.
Open-ended questions are questions that cannot be answered with "yes, "no," or a simple fact (such as a date). An open-ended question is used to get the customer talking. "O.K Mr. Jones, what happens when you turn the machine on?"
Open-ended questions "open up" the conversation.
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