Active listening involves giving your full attention to the speaker. This is one of the most important communication skills for a real estate agent as you can demonstrate to the client your interest and understanding in what is being said by:
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- Acknowledging what is being said
- Responding appropriately
- Repeat back what has been said
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When building rapport with clients and understanding their needs and preferences active listening is essential. Active listening also involves interpreting non-verbal ques such as body language, facial expressions and the speakers general demeanour and behaviour.
To ensure the speaker has your undivided attention to actively listen to both the verbal and non-verbal communication you want to be in an environment that limits potential interruptions, including yourself fidgeting and pacing/moving.
There are five key elements to active listening:
1. Pay attention
Ensure you give the speaker your undivided attention and acknowledge what is being said and observing any non-verbal communication.
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- Look at the speaker
- Limit distracting thoughts
- Observe and "listen" to the body language of the person speaking
- In a group or social setting, limit or ignore distractions and side conversations
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2. Show that you are listening
Using primarily non-verbal communication, so the speaker is not interrupted, helps convey to the speaker that you are listening.
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- Occasional nodding
- Facial expressions, including smiling
- Ensure your posture is open and inviting
- Where appropriate, contribute small verbal comments, such as "a-ha" or "Yes"
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3. Provide feedback
As a listener, your main role is to listen and understand what is actually being said. To do this effectively we need to limit any distortion that can be caused by our own personal filters, judgements, beliefs and assumptions. Some ways to combat this are:
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- Ask questions, this can help to clarify any points
- Paraphrasing to reflect what has been said, for example "What I am hearing is..."
- Periodically summarise what the speaker is saying
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4. Defer judgement
Wait until the speaker has fully finished before interrupting, this is a waste of time as it frustrates the speaker and limits your full understanding of the message.
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- Allow the speaker to finish
- Don't interrupt with counter arguments
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5. Respond appropriately
The main goal for active listening is to show respect and understanding for the speaker. It enables you, as the listener to gain information and perspective - by attacking or responding inappropriately to the speaker, nothing is gained or added to the conversation transaction.
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- Be candid, open and honest in your response, keeping your opinions and comments respectful
- Treat the other person as you would want to be treated if the roles were reversed
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For further information on active listening and the five key elements: https://www.mindtools.com/az4wxv7/active-listening