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About 3-Way Calling
How Does Conference Calling Work?
How to Block Your Number From Caller ID
How to Buy a Cordless Phone
How to Create Funny Answering Machine Greetings
How to Determine a Telephone's Telephone Number
How to Get Free International Calling
How to Make a Conference Call
How to Remotely Retrieve Answering Machine Messages
How to Remove Yourself From Telemarketing Lists
How Is Webinar Used in Conference Calls?
What Is Live Chat?
What Are the Rules for a Conference Call?
E-mail Etiquette for Businesses
Telephone Etiquette for Business Receptionist
What Is Active Telephone Listening?
How to Record an Effective Voice Mail Message for a Business
How to Get Replacement Batteries for Cordless Phones
How to Incorporate Webcams Into a Business
Creative & Effective Voice Mail Messages
Learn active listening skills by listening to the emotional undertone of what a person is saying and react… More
In order to have communication between two people or a group of people, one must be a good listener. There… More
Listening is a skill that should not be underrated. The ability to hear what one is being told is what mak… More
Listening is an underestimated skill. Playwright Wilson Mizner said, "A good listener is not only popular … More
Effective communication is important in the business world but it is equally critical within personal rela… More
As a teacher, you want to be sure your students are listening carefully while you teach. This is easier sa… More
Learn what body language is and how to read body language in this free video on body language communicatio… More
Listening is one of the most valued skills companies seek in employees, according to studies posted at the… More
The art of listening is demonstrated in the Bible in different ways. Not only does humankind attempt to li… More
An active telephone listener will sound confident and interested by smiling, maintaining good posture and … More
Active listeners participate with body language and affirmation when listening. Learn to improve self disc… More
The art of interpersonal communication is one that takes constant introspection and heightened awareness o… More
Learning listening skills is an important part of young children's development. Skills like reading and sp… More
Do not judge when listening, especially before hearing the entire story. Learn about non-judgmental listen… More
Summary: An active telephone listener will sound confident and interested by smiling, maintaining good posture and closely following the conversation. Learn about the importance of sounding involved and interesting in a phone in this free video on telephone technology from a call center supervisor and trainer.
Kathy Robshaw set up the first out-bound business-to-business call center in England many years ago. She was IBM's only trainer in the UK to specialize in lead generation and customer...read more
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"When you're doing business over the telephone, you can't just listen. You have to actively listen. My name is Kathy Pabst Robshaw, of teller and telephone effectiveness. What is active listening? It's listening with a purpose. Over the phone, it isn't what, it's what you don't say that's important. It's listening that's just important. It's allowing the caller or the customer to talk, that's what's important. To actively listen, you need to think about certain things. Number one is your facial expression. Have you ever been home and the phone rings, and someone calls you, and you can tell by the sound of their voice, that they're not happy? You can hear the tears. You can hear the frown. That's facial expression. You need to be smiling, you need to be positive, all the time on the telephone. Posture's crucial. You're sitting at your desk, and you're all crouched over, you're not going to sound good. You gotta sit up straight, sit up proud, sit up tall, and you'll make a really, really good impression over the telephone. You'll also be able to listen. The other thing is, to be involved in the phone call. Phrases like, I see, that's important, tell me more, I agree. Those kind of phrases show the person that you're involved in listening, and that gives them the confidence that you're a part of the conversation. Last, but not least, active listening involves your voice. That sounds a bit silly, I know. But you listen, you're involved. You then want to speak. Active listening is involved by speaking slowly, clearly, distinctly, modulation, tone, all those good things. Mirroring, mirroring how the person speaks, is an idea in terms of their voice tone and, and speed, as well. The active listening will get you the results. Your caller will sound, will be confident, they'll be effective, by what you say and how you listen. Kathy Pabst Robshaw, total telephone effectiveness."
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