Listen to how something is said.
We frequently concentrate so hard on what is said that we miss the importance of
the emotional reactions and attitudes related to what is said. Attitudes, and
emotional reactions may be more important.
Be empathic and nonjudgmental. You can be
accepting and respectful of the person and their feelings and beliefs without
invalidating or giving up your own position, or without agreeing with the
accuracy and validity of their view.
Listen to yourself.
Be aware of
your own emotions. Your feelings of sadness, anger, anxiety, fear or
happiness are often the first clue that your prospect is communicating an
important emotional message. Avoid the trap of quickly acting on your emotions.
For example, if you find yourself feeling angry, do not tell your prospect you
are angry; instead use your feeling of anger as a cue to find out more about
what he or she is saying.