True Listening

Video 1- What is True Listening? Choose All Applicable

• Focusing on What Guest is saying

• Picking up body language That's often overlooked

• Understanding guest's wants and needs

Video 1- What is NOT a good sign of True Listening? Choose All Applicable

• Give the Guest your full attention

• listen to verbal and non-verbal signs

• Working on computer while listening to the guest to help him faster

• Focus on other employee's conversation while communicating with a guest

Video 1- How did Lucas recognize that, guest was not feeling comfortable?

• When he observed the body language cues

• The guest told him

• Another employee told him

• The guest was fine, Lucas behavior was not good

Video 2- What are some signs of True Listening? Choose All Applicable

• Nodding the head

• Tilting and smile

• Agree with Guest and use hamming

• Take notes and paraphrasing

Video 2- What is Empathy?

• Put your self in guests' shoes to understand their point of view

• Show sadness and emotional pity

• Understand what guest want by guessing

• Emotional engagement without understanding guests needs

Video 2- A good listener pays attention to …? Choose All Applicable

• Guest tone and volume

• Facial Expressions

• Hand gestures

• Posture

How could we reveal guests wants and needs?

• By active listening to facts, feelings and intentions

• By listening to his voice

• By listening to noise around

• By listening to words and statements