melanie arthur greg newton associates [email protected] the customer interview effective...

Melanie ArthurMelanie Arthur

Greg Newton AssociatesGreg Newton Associates

617.834.6696617.834.6696

[email protected]@aol.com

The Customer The Customer InterviewInterview

Effective ListeningEffective Listening

© 2010 Melanie Arthur GregNewtonAssociates.com [email protected] 617.834.6696

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The Customer InterviewThe Customer Interview

1. Establish a vision: Change agents create expectation for significant and lasting achievement. They give meaning to outcomes by associating even menial tasks with valued personal and professional goals.

2. Stimulate people to gain new competencies: Changes agents stimulate others to stretch their minds and their desire to learn. They freely share their own expertise and keep people in touch with new resources.

3. Help others to overcome obstacles: Change agents help others find the courage and strength to persevere in the face of difficulties.

4. Help others to overcome failure: Change agents help people cope with failure and disappointment. They are quick to offer others newopportunities for success when they fail.

5. Lead by example: Change agents are models of integrityand hard work. They set the highest expectations for themselves and, therefore, others.

6. Celebrate success: Change agents are quick to identify and focus on positive outcomes.

What Good Change Agents Do What Good Change Agents Do

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Establish rapport

Customers determine their own career direction

Early identification of specific career problem the

individual desires to solve

Help individuals to:

- Understand and manage the career development and decision-making process

- More fully know themselves

- Establish their own criteria for career selection

- Become aware of career options and opportunities and then make a choice

- Realize that career choice is a process and not a one-time event

Ensure career decisions are based on reliable data

Make necessary adjustments and compromises as career decisions are

implemented.

Principles of Effective Career CounselingPrinciples of Effective Career Counseling




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The Customer InterviewThe Customer Interview…a set of verbal and non-verbal interactions between two or more people, focused on gathering information for a variety of purposes…to learn; to understand context and situations; to influence; to identify and solve problems; to decide on a course of action.

1.1. GatherGather

2.2. AnalyzeAnalyze

3.3. DecideDecide

4.4. ActAct

Career PlanningCareer Planning

Service PlanningService Planning

Program SelectionProgram Selection

Job ReferralJob Referral

for:for:


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Hearing is automatic. Hearing is automatic.

Listening is the act of hearing with Listening is the act of hearing with intention.intention.

• Listening is the absorption of the meaning of words and

sentences by the brain• Listening leads to the understanding of facts and ideas.• Listening takes attention, or sticking to the task at hand in

spite of distractions• Listening requires concentration, which is the focusing of your

thoughts upon one particular thing

Listening is a learned skill; it takes conscious effort




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Challenges to ListeningChallenges to Listening

• Interrupting other’s• Finishing other’s sentences• Planning answers or

solutions while others are still talking

• Not listening to the whole message, information or content

• Misinterpreting non-verbal signals

Barriers to ListeningBarriers to Listening

• Takes time• Takes a clear mind• Emotional state• Bias or prejudice• Semantics and languages• Noise and verbal clutter• Boredom• Shrinking attention span

How long can people How long can people listen before minds listen before minds begin to wander?begin to wander?

17 seconds.17 seconds.


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1.1. Receiving: consciously payingReceiving: consciously payingcareful attention. careful attention. Competencies: motivated to be open, knowledge of cultural differences, skills of focusing and clarifying

2.2. Constructing meaning: assigning and clarifying the content Constructing meaning: assigning and clarifying the content and what is meant. and what is meant. Competencies: motivated to respect differences, knowledge of perceptual biases, skills in analyzing objectively

3.3. Responding: non verbal and verbal.Responding: non verbal and verbal. Competencies: motivate to show interest and respect, knowledge of feedback, skills in asking questions

Listening ObjectivesListening Objectives

Learn and comprehend Empathize and understand Evaluate and critique

…all three apply to Employment Counseling

Listening Process StepsListening Process Steps


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Passive Listening:Passive Listening:

Understand perceptions, listen to word and listen body language

Offer non-verbal cues: hand and body gestures, eye contact, smiles and frowns.

Active Listening:Active Listening:

Encourage, ask questions, paraphrase

Offer verbal cues: relevant questions, para-phrasing statements, reflections, affirmations

Value to Meaning

Body Language55%

Voice38%

Words7%

Body Language Voice Words


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Listening to Body LanguageListening to Body Language Facial Expressions -- indication of emotions

Eye contact - interest, confidence, attention (Lack of eye contact - disinterest, discomfort, shame/guilt)

Hands and Legs Movement

Body Language

All the signals given by a person either by voluntary or involuntary body movement. It includes all gestures, postures and expressions through which an individual displays his physical and mental state in order to communicate non verbally with others.

• Open palms reflect sincerity.• Biting nails reflects nervousness.• Rubbing of hands reflects anticipation.• Walking to and fro reflects urgency or impatience.• Keeping your hands and legs folded reflects

disagreement or lack of attention.

Posture -- Posture -- Shrugged shoulders and slouching indicates fear or boredom, whereas broad shoulders and upright position indicates confidence. Hands on hips reflect authoritarian stance, while hands behind the head gives a hint of relaxation. Leaning forward when you are taking to someone in person stresses your interest towards the person (or what the person is talking about).


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Wait for more information

Allow yourself to absorb an entire thought or series or thoughts

Don’t jump to conclusions too soon

Arrive at conclusions naturally and gracefully

Assume you do NOT “know” what you are going to hear

Focus on content (what they say) and avoid judging delivery -- (how they say it)

Remember you are seeking information, not confirmation

What’s being said is NOT getting in the way of what needs to be said…take a breath…hang in there.

Suspend Value JudgmentsSuspend Value Judgments


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Listening TipsListening Tips

Stop talking! Do not interrupt!Stop talking! Do not interrupt! Acknowledge the speakerAcknowledge the speaker Make regular eye contactMake regular eye contact Relaxed attentionRelaxed attention Be, and look interestedBe, and look interested Take notes Take notes Keep an open mindKeep an open mind Look for body languageLook for body language Eliminate distractions, no interruptionsEliminate distractions, no interruptions Schedule time and set environment for Schedule time and set environment for

listeninglistening Do not get lost in own thoughtsDo not get lost in own thoughts Don’t jump to conclusions or solutionsDon’t jump to conclusions or solutions

Do not judge while listening; silence Do not judge while listening; silence personal views and beliefspersonal views and beliefs

Be mindful or age, race and gender Be mindful or age, race and gender biasbias

Build trustBuild trust Wait for pauses to ask questionsWait for pauses to ask questions Ask relevant questions onlyAsk relevant questions only Feel the speakers feelings, show Feel the speakers feelings, show

empathyempathy Give feedbackGive feedback Repeat what has been said, make Repeat what has been said, make

sure you have understoodsure you have understood Think about what is not saidThink about what is not said

melanie arthur greg newton associates [email protected] the customer interview effective...

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