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Good listening skills are essential for meeting the needs of patients, their families, doctors, and others. But it’s easy to get sidetracked by coworkers, cell phones, other customers, and more.

In this video, three entertaining and informative stories demonstrate how to use three types of listening skills to soothe irate customers; get crucial information; and maintain focus in spite of interruptions.

The narrator guides viewers through the interactions, which focus on the following approaches to listening:

• Attentive listening — making the customer your first priority.
• Active listening — asking questions that address the customer’s concerns.
• Objective listening — keeping an open mind and avoiding jumping to conclusions.

Used individually or in combination, these three listening techniques will help your staff improve the quality of their interactions with customers.

Keeping your focus leads to improved customer service.

This example shows a poor use of active listening skills.

Asking questions helps you fully understand what the customer needs.