Welchlin Communication Strategies
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12/16/2024
Active Listening is more than just hearing.
It's easy to underestimate the power of active listening. We hear all day, but truly listening takes effort! This blog dives into the psychology and physicality of active listening, including:
The 6 Stages of Listening
How to Prepare Mentally & Physically
The Power of Paraphrasing
Why "What" & "How" Questions Are Key
Master these skills and become the communication rockstar your team needs!
12/13/2024
It was a lot of fun to speak at the Minnesota Municipal Utilities Association’s Technical and Operations Conference in St. Cloud, Minnesota. My keynote presentation was on “Creating a World-Class Customer Service Culture” and my breakout session was on “Handling Difficult People.” When the power goes out, citizens can get a little wound-up and can become somewhat demanding. When an organization has had a history of delivering world-class customer service, people believe your team is doing their best and give you the benefit of the doubt. It is critical that when the lights go out, that your organization is prepared in advance to communicate effectively and respond professionally when people are scared and worried. I have delivered many presentations at MMUA events and find the folks that work in utilities to be some of the nicest people I have ever worked with. Be sure this holiday season to say, “Thank you” to your local utility workers.
It is important to apply critical thinking skills, however, people might start to think you’re kind of critical.
Critical listening is valuable and centers on understanding a message and evaluating it. Then determining whether to accept or reject the message based on a standard of judgment upon which to conduct a careful analysis of the strengths and weaknesses of a position or decision.
However, there are different levels of listening.
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