The problem with listening is that we find it hard to listen actively and effectively. Barriers to effective listening include:

How to improve listening skills

To build rapport and improve your listening skills, there are various techniques that can be used. These may be non-verbal or verbal.

Non-Verbal

Non-verbal techniques that encourage rapport and give positive 'signals' to the speaker include:

• Smiling warmly
• Nodding the head
• Making regular eye contact
• Sitting still in a relaxed position
• Changing facial expression in line with what is being said
• Taking notes

Verbal

Verbal techniques that improve our listening skills and help us gain a better understanding of what is being said include:

• Clarifying what has been said by asking questions
• Confirming our understanding by summarising what has been said
• Acknowledging and bridging, ie. linking into a previous statement "That's a good point - I remember you said earlier..."

Try this exercise to help improve your listening skills. Sit down with a colleague and begin, one at a time, by telling each other how you arrived at work this morning.

The person who is listening should do so in 3 ways:

1. Using no verbal or non-verbal techniques
2. Using non-verbal techniques only
3. Using verbal and non-verbal techniques

This will demonstrate the importance of developing both verbal and non-verbal techniques and how they can improve rapport with your customer.