Once the speaker has finished, take a moment to clarify and paraphrase what you heard to ensure understanding. This might involve asking questions or summarising their points. If a client expresses concerns about a product, you could say, “So, if I understand correctly, you feel that the delivery times are too long and that’s affecting your overall experience with us?”
Clarifying and paraphrasing shows that you are engaged and want to fully grasp their concerns. This step can prevent misunderstandings and confirm that you are both on the same page. It can also encourage the speaker to provide additional details or clarify their thoughts further.
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