One of the best ways to make sure you’re tuned into the conversation when dealing with issues, complaints or listening to other people’s creative ideas is to repeat what they just said to you.
I learned this technique many years ago when attending service training. When someone describes or says something to you, your interpretation may not be what they have said.
When you repeat what you think they just said it does a number of things:
1. Clarifies any potential misunderstanding.
2. Creates buy-in to your response because they know you were listening.
3. Ensures we have the facts before moving forward.
4. Slows the process down and improves your judgment.
5. Creates a bond and trust with the person you are engaged with.
I’m not gonna say it again, but that’s all I’m gonna say, Tommy Gibbs