Active Listening Skills for Business

Active Listening Skills for Business

by Robert Degroot

NOOK Book(eBook)


Available on Compatible NOOK Devices and the free NOOK Apps.
WANT A NOOK?  Explore Now
LEND ME® See Details


Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information in order to provide input, do a task, or problem-solve, did not "actively listen."

Sometimes we think we know the answer before the other person completes the thought. When we get ahead of ourselves it's possible to miss some small but important piece of information that could change everything. Our mental processes tend to automatically fill in the missing part with what we "think" should be there and that's when the problems begin.
Knowing how to actively listen is a proven way to improve relationships with both internal and external customers.

Learn how to:
• Use acceptance responses
• Ask clarifying questions
• Repeat key words, phrases and numbers
• Paraphrase content
• Reflect emotions
• Summarize information
• Earn the right to be heard
• Use transition sentences

Product Details

BN ID: 2940149295050
Publisher: Robert DeGroot
Publication date: 05/14/2014
Series: Customer Service Excellence , #1
Sold by: Barnes & Noble
Format: NOOK Book
File size: 13 KB

About the Author

Robert "Bob" DeGroot, M.Ed., D.C.H.

Dr. Bob DeGroot is the founder and president of Sales Training International. He is an author, counselor, consultant, sales professional, and trainer with over 30 years of experience in the fields of sales and psychology. He holds a Bachelor’s in Psychology, Master of Education in School Psychology from Texas State University and a Doctorate in Clinical Hypnotherapy from the American Institute of Hypnotherapy.

He is the author of PSYCHOLOGY FOR SUCCESSFUL SELLING (Branden Publishing Company, 1988). Bob has written over 70 instructor led training courses, 50 Web-based training courses and dozens of eBooks in the professions of sales, sales management, and customer service. See

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews