CHAPTER 21

Shhhh! Listen, Please

When your client is asking the same question for the hundredth time, does your mind wander? Is your client surprised by the answer you give? Perhaps you should have been listening more carefully.

Listening Is More Than Just Waiting for Your Turn to Speak

It may sound odd, but there are ways you can prepare yourself to listen. If you have a tendency to rush to answer, you should make a conscious effort to prepare to listen. First, try to eliminate distractions: turn off the radio, move to a quiet location, and move closer to the person who is speaking. Ensure that your body language is projecting that you are open to questions and are focused on what the speaker is saying.

Even if you think you know what your ...

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