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Patient Attraction Episode 511
I have a bad habit of not giving people my full attention when they are talking to me. I would bet many of you have the same trait. We have a lot on our minds and a lot that needs our attention. But giving someone less than our full attention is disrespectful to that person and can cause us to miss important details. So when I return, I’m going to give you 4 tips for better listening. Stay tuned.
– Hi, Colin Receveur here and welcome to another week of the Patient Attraction Podcast.
– Today, we’re going to step out of web marketing for 3 minutes or so.
– I want to share some information I found from the customer service blog of FuseDesk, a division of Infusionsoft.
– We are big supporters of Infusionsoft and have used FuseDesk, which is a customer-support ticketing program.
– The FuseDesk blog is really good for customer-service issues and tips.
– To be clear, we are talking about listening: the active act of trying to understand the speaker.
– Here are 4 steps to being a better listener:
- Focusing on the speaker.
– That means you don’t multi-task.
– You don’t let your mind wander to your next patient or problem.
– You don’t worry about what you’re doing later that night.
– Focus on being able to relate back to the speaker what he or she has just said in your own words.
– That being said:
- Periodically restate what you have just been told.
– This means saying something like, “To be sure I understand, it sounds like you are saying blank” or “If I’m hearing you correctly, you are saying X.”
– This shows you are listening and gives the person speaking to you a chance to clarify.
– Sometimes you need to clarify, so …
- Clarify when you have a question.
– That may mean interjecting a comment like, “before you go on, let me make sure I understand” or waiting until the person is finished and then saying, “A moment ago you said X, and I’m not sure what you meant by that.”
– Again, it shows you are listening and are trying to address his or her concern.
– Clarifying doesn’t mean arguing, by the way.
– It means making sure you are clear of the speaker’s point of view.
- Finally, affirm to the person you are listening.
– If you are talking in person, this could mean making eye contact and nodding your head as they speak.
– In person or on the phone, it could mean making small comments like, “Hmm,” “yes,” “OK,” or “go on.”
– This shows you are engaged but not interrupting.
– Believe me, it’s one thing to know these points and another to put them into practice.
– But if you’ll try, it will go a long way with your patients, your staff, and your loved ones.
– Until tomorrow, keep moving forward.