The principles of listening: steps 1-3
Follow these 10 steps to effective listening:
01
Stop talking. Do not interrupt, talk over or finish people's sentences. When the person has finished, you may need to clarify some points to ensure you have received their message accurately.
02
Prepare yourself to listen. Focus on the speaker and put other things out of mind. This can be particularly difficult at the pharmacy counter with other customers present and demands on your time, but try to put other thoughts out of your mind and concentrate on the customer.
03
Put the customer at ease and help them feel free to speak. Remember their needs and concerns and show that you are listening by nodding and maintaining eye contact.