Day dreams and lets their mind wander while the customer is talking.
1. The Good Listener
2. The Bad Listener
Keeps eye contact with the speaker for approximately 50% of the time.
1. The Good Listener
2. The Bad Listener
Doesn't blame anyone but tries to find a resolution to the problem.
1. The Good Listener
2. The Bad Listener
Reacts to the poor behaviour of the customer by taking it personally and loses control of the situation.
1. The Good Listener
2. The Bad Listener
Judges a person by their appearance and makes value judgements of their character.
1. The Good Listener
2. The Bad Listener
Leans their body slightly forward towards the customers and nods as the customer talks.
1. The Good Listener
2. The Bad Listener
Uses reflective questions to ensure they have understood the message.
1. The Good Listener
2. The Bad Listener
Ignores the customers non verbal communicaton.
1. The Good Listener
2. The Bad Listener

Active listening exercise