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extra listening speed to let your mind wander off onto another subject. In fact, you may even run three or four channels at once: listen to what the checkout clerk is asking about the price of bread, think about what you're going to have for dinner, worry about catching cold standing under the ceiling fan, and write out a check for the groceries. |
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In certain instances, that may be an efficient use of your time. However, if the talker merits your attention, you can use the extra thinking speed to listen well. You can make notes. Or you can evaluate what you're hearing: Why is the person saying this? When is this true? Where is this true? Why is this true? How is this true? Why is this important to know? How can I use this information? How should I respond? That evaluation makes efficient use of your extra listening speed. Finally, you can use this extra time to fix what you're hearing into long-term memory. Chunk it into pieces, develop a mnemonic device, outline it with key words, or just repeat it to yourselfuse any of these methods to fix the information in your mind so that it stays put. |
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Tip 458: Make notes on what you hear and don't be afraid to ask people to repeat. |
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When angry customers call to tell you about a problemor even mild-mannered, happy customers to tell you about a situationdon't be hesitant to ask them to repeat key facts or details. Say something like, "Would you repeat that attendant's name please. . . . Okay, now let me repeat these key facts to you again to make sure I have everything correct. I want to make sure I have all the essential information so we can get a quick resolution." |
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They'll want the account to be as accurate as you do. |
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Tip 459: Don't take copious notes. |
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If you have to err one way or the other, take fewer notes rather than too many. If you try to write down everything someone says, you will invariably miss some things. And not only will you miss some words, but with your eyes glued to your page and your mind intent on getting the words down you'll miss pauses and nuances of meanings, voice inflection, and body language that helps you interpret the words. Fewer is better. Less is more when it comes to note-taking. |
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Tip 460: Ask for clarification of instructions. |
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Everybody needs feedback: bosses, parents, presidents. When the machinist gives the new-hire instructions to operate the lathe and finishes with, "You understand?" The typical new-hire will respond, "Yeah, I think so." Why is that? (1) People think they understand and don't know they don't |
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