An office manager at a major Life Insurance Company uses a creative way to peak her associates’ interest in the areas of listening and customer service. At the conclusion of each weekly team meeting, she puts a number of “listening fortune messages” that she develops in the center of the table. She got the idea after eating a fortune cookie. Each member selects a folded message and then reads it aloud. This is the high point of the meeting as the anticipation builds.

An example of one of the “fortune” messages follows:
“Try to understand the other side’s point of view. Try to understand other people’s views even if you don’t agree with them. With customers, this means giving them an opportunity to explain their concerns completely so that you can get a clear idea of what’s bothering them. The customer will appreciate just having someone to listen.”

LISTENING WISDOM LESSON: Find ways to heighten the listening awareness of others, especially as it relates directly to their life.

Listen – Learn – Share – Thrive

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