Listening Skills

Now, you have understood the basics of call centre, meaning and types which are used. You must have cleared that all the dealings took place through phone. The clients are not going to see your face or expression that with whom they are talking with, is he the manager, or the executive. You have to express the word of mouth every time while talking to the customers. While talking with them you must also have to listen to them that what did they want, or what are their problems, you will not always try to bored them. Here the role of listening starts

Listening plays a vital role in making good relations with the clients. Because when customer realises that somebody is there who cares for us , he will have good words for the organization.

Listening are of two types :

1. Passive

2. Active

They are described in details as follows :

Passive : "An ability to hear a sound can be called as Passive listening. This doesn't involves with the mind."

Go through the example ........

1. When a Fan is plugged on a whirling sound of the blades comes out.

2. A waterfall sounds that reaches to our ears.

3. When a mixer grinder is on some sound arises out of it.

Here you can see in the above three examples, man can hear the noise of the fan, waterfall, mixer grinder but can' t understand it.

Conclusion : The things that can be heard by our ears but not understood comes under the passive category.

Active : This is the very important part of our training and we are going to discuss and explain about it in a wide detail." Listening with understanding can be defined as Active listening." In this category some meaning are involved in the sentences which we hear.

Here are the examples....

1. Rajesh asks, " Do you have cokes?"

2. Shopkeeper answers, " Ya! we do have "

3. Rajesh Says, " Thank you Sir! "

4. Shopkeeper Says, " Its our Pleasure "

In the above four sentences you can see that there is meaning involved in every sentences which can be understood by both of them.

Conclusion : The things that can be heard as well as understood by us comes under the Active category

Types Of Active Listening :

Active Listening can be further divided into two forms

1. Questioning

2. Paraphrasing

They are describe in brief as follows :

1. Questioning

It means to ask about something or directly it means interrogation.

Questioning have two types of questions : (A) Close End, (B) Open End.

They are described as follows :

(A) Close End : A question whose answer is given simply in 'yes' or 'no' means as a Closing End.

For Example :

(1) Ajay asks Meena, "did you like chocolates"? And She answers, "No".

(2) Salma asks teacher, " Can you teach us swimming " ?, and the teacher answers, "Yes".

In the above two sentences we come to know that the answer is in short that is yes or no which are said as the Close End.

(B) Open End : A question whose answer is given in brief are said to be the Open end.

For Example :

(1) Atul Says "What can you see in the stadium"?

(2) Rahul Answers,"cricketers, umpires, public, pavilion, security guards, police, etc.

In the above sentence we come to know a when a question is asked whose answer has to be given in details are said to be as an Open End.

2. Paraphrasing

An art of confirming the clients reply or question can be called as Paraphrasing.

Examples :

1. " If I am correct you said, " Raghav ".

2. " If I have heard properly you said " Tripathi ".

In the above sentences we have cleared that repeating the customer and confirming that they are as exact to the customer.