Active Listening Skills for REALTORS®
Active listening is an acquired skill that focuses on fully concentrating on what someone is saying. It involves using all of your senses, not just your ears. It’s very easy to passively listen, where you simply attempt to pick up the general theme of what is being said. This may happen as you think of the next thing you want to say in response, or from a simple distraction. In a line of business where understanding what your clients want and need, real estate, listening is an absolutely vital skill. Because this skill is so valuable, how can you sharpen it? Here are 7 ways to hone your active listening skills.
Never Interrupt
One of the quickest ways to derail a conversation is with interruption. Cutting a conversation off to interject, even if politely, means that you typically were looking for your next opportunity to speak. This means that you weren’t fully taking in the information from the other end of the conversation. It also means that you may be missing out on critical information that was yet to be presented.
Maintain Eye Contact
Studies have shown that over 90% of communication is non-verbal. Maintaining eye contact allows you to pick up on many social cues that you may miss otherwise. Eye contact shows that you respect and are engaged in what your client is saying. It also makes it more difficult for your mind to wander, keeping you focused on what is being said.
Pick Up on Emotional Clues
Helping someone buy or sell a home is an emotional transaction. Paying attention to their mood and demeanor can help you read between the lines and get the most out of any conversation. Excitement and anxiety can completely change the context of any conversation, providing you with much more insight than if you are just simply listening to their words.
Focus on the Exact Words and Language Being Used
Whether you are talking about financing, location, escrow, floor plans, or anything else, paying attention to the words and terminology being used can give you a distinct advantage. Not only does this attention to detail enhance your focus and show that you are truly listening; it can help you find additional information based on how your client is speaking. You can identify unspoken concerns and unknown goals that you use to provide better service.
Take Notes
Taking notes provides a resource that you can use throughout your relationship with your client and beyond. Some people hear, engage, and remember details better as they write. Whether your conversation is face-to-face or over the phone, jotting down key points personifies your engagement and provides a record for which to refer.
Ask for an Elaboration if What Was Said Was Unclear
You may want to present the appearance that you hear everything the right way the first time, but that’s typically not the case. If something is said that is unclear or you don’t quite understand, ask for clarification. Going off of a misunderstanding can be a tremendous mistake. You can nip this potential disaster in the bud by asking for more information. It also shows that you are listening and want to provide the best service possible.
Leverage Listening Responses
Listening responses can help you maintain your focus, they also provide an audible reassurance to your client that you are engaged. Responses like “yes”, “I see”, “go on”, and more can be helpful checkpoints throughout a conversation.
These are only a few things that can make your ears an even more valuable tool. Gathering, organizing, and implementing the information you receive from your clients can go a long way in creating a successful and enjoyable experience for everyone involved.
