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Listen TO YOUR CUSTOMERS Many of us confuse hearing and listening, but they are two very different things. The process we call HEARING is the physical activity by which sounds waves are sent to the brain for understanding. LISTENING refers to the psychological processes that allow us to attach meaning to what we “hear”. Listening Preconditions 1. The words or other sounds used by the message source must be received by the hearer. 2. The listener must possess a set of meanings for these sounds. What Contributes to Listening? To improve our listening skills, we need to understand the demands place upon our listening capacities. These demands fall into the categories of the listening process: Internal Elements, Environmental Element, and Interactional Elements. Internal E. Affecting

• Noisy Environment


• People who sepak softly

Enviormental E. Affecting Listening Noise (Environmental E. Affecting L.)

• Static- Fillled Phone

• Individual listening capaticy can be overloaded. • Thousands of messages call for our attention. • Sometimes we can drift off.

• Noise refers to those sounds that are irrevelant to the conversation. • Noise can be internal (headache) and environmental (machinery).

The Use or Misuse of Gatekeepers The term gatekeeper refers to one who previews incoming information to determine if communication is appropriate. If the message appears nonessential, the gatekeeper keeps it from getting to the person.


Customer Service Portfolio Unit 2  
Customer Service Portfolio Unit 2  

Valerie Alexandra Argueta López 10th CCLL "C"