Bob Phibbs interviewed award-winning author Christine Miles about the value and skills of listening – and more – on this episode of Tell Me Something Good About Retail.
Top Takeaways:
- The Repercussions of Not Listening: Not listening effectively can lead to “death by 1000 cuts.” Retailers might not realize the repercussions of not listening until they lose customers and damage relationships.
- Equating Listening to Learning: Listening is a primary learning tool that enables the assimilation of information, formulation of pertinent questions, and solution of the correct problems. Effective listening leads to enhanced problem-solving and comprehension abilities.
- Listening Path to Understanding: The “listening path” solves the problem of not listening, guiding individuals to understand the meaning, message, and person.
- Changing How We Engage in Conversations: Traditional conversational methods focus on responding, but listening should prioritize understanding and summarizing before responding.
