Effective Listening

Effective listening is an act of...

• Making sure that company protocols and processes are followed.

• Being engaged when someone is speaking.

• Using the time when someone speaks to think of a response.

Why is a active listening is important on calls?

• To get higher QA score and a bonus.

• Actually, most issues on SA Youth do not require listening.

• To meet the needs of each caller.

Even if you are silent while someone else speaks, you might not be active listening.

• True

• False

.... is a barrier to active listening.

• AHT

• Guru/KB navigation

• Technical issues (poor connection)

Failure to acknowledge the work seeker's issue may lead to

• frustrated/irate caller

• less complains

• easy verification

To prove that one was listening, she/he can probe more or provide feedback in a form of paraphrasing.

• True

• False

Which one of the following is not part of active listening on calls?

• Verbal nods

• Use of empathy

• Eye contact

Just like speaking courteously, active listening is a soft skill.

• False

• True