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Sometimes "listening" helps avoid conflicts...

By
Real Estate Agent with Chris Alston (Keller Williams Realty, Silicon Valley, California) 01338415

Coffee

It seems that a lot of arguments occur when someone thinks that the other person is not listening to their side of the story.  Two people just keep raising their voices to validate their own point over and over and over...  Sometimes just getting more and more upset in the process...  It seems that each side is arguing to validate their side of the story.

However, if one (or both) side were to repeat back what the other persons position was, it sometimes diffuses the increased tension.  It demonstrates to the other side, that you are listening, and understand their point of view, even if you do not agree with it.

For Example:

You go to Starbucks and order your Grande (double, half caf/decaf mocha soy latte).  You waited in line, you have been craving this all day.  You can taste it on your lips as you enter the store, smelling the coffee beans (and egg muffin sandwiches, lol).  When you finally get your order, you run out the door and hop in your car, and take a sip.  Only then, did you realize that the order was wrong.

You have to re-park your car, take off your seatbelt, unhook your phone, and head back into the store.   The line is long, you are in a hurry, and the barista is not paying attention to anyone.  When you get their eye, you let him know that he made the drink wrong.  He responds with "No it's not"...  He makes you a new one, and you are on your way...

Wouldn't that make your blood pressure kind of rise?

What if he said "what was it your ordered?"  Repeated the entire order back to you, apologized and handed you the right one.  Would still be upset?  You still had to re-park, but your irritation could be gone.

The point is, when you are working with your clients...  If they have a concern, whatever the concern is, make it a point to repeat it back to them so they know that you are listening.  This is the first step you should take to help diffuse potential hazards.

Posted by

 

Chris Alston

 

Home sales and purchasing specialist

Keller Williams Realty, Cupertino

19400 Stevens Creek Blvd, Suite #200

Cupertino, CA 95014

408-850-6955

408-850-6956 fax

calston@kw.com

www.LivePlaySiliconValley.com

 

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Comments (1)

Jill Schmidt
Aurora, CO

YES!   I learned years ago that "active listening" is important.  We're all to worried about figuring out what to say next.  Now - if I could just do it ALL THE TIME!!  Grrr..

May 27, 2010 05:47 AM