Listening at Level 3
Most of us are appalling listeners. We may have 2 ears and 1 mouth - but we rarely use them in the proportions nature allocated us.
The famous editor, Maxwell Perkins (1884-1947) who is credited with popularizing Ernest Hemingway, believed no one really listens at most social events. To test his theory, he turned up late to a cocktail party where he grasped his hostess’s hand and said, “I’m sorry I’m late but it took me longer to strangle my aunt than I had expected.” “Oh, I completely understand,” replied the hostess, smiling sweetly, “I’m so happy you could come.”
Listening takes place on different levels. At level 1, the person simply hears us, but makes no attempt to emotionally engage. think of the bartender who doesn’t smile or affirm your order but turns to the fridge and gets the bottle of Stella Artois you ordered.
At level 2 the barman would make good eye contact and smile.
Level 3 listening involves engaging a person so they feel that they are the only person. They attentively listen to ever word you say and engage you emotionally.
All staff engaged in customer contact need to be able to listen at level 3. Can you?
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