Active listening and interviewing techniques

Difference between listening and listening with intention

Active listening transcends the physiological act of hearing; it implies a conscious effort to understand, reflect and internalize the interlocutor's message.

To practice it, it is necessary to eliminate external distractions (noise, devices) and internal distractions (prejudices, thinking about the answer ahead of time).

Active listening means paying full attention not only to the words, but to the intention behind them, showing genuine interest through verbal and non-verbal cues, such as nodding or taking notes, which validates the client and fosters more open communication.

The constructive listening cycle: acknowledge, rephrase and plan.

To ensure effective communication and avoid costly misunderstandings, the constructive listening cycle must be applied.

First, acknowledge and listen to the problem without interrupting. Second, rephrase what the client said in your own words ("So, what you need is...") to confirm understanding and allow for corrections.

Finally, present a clear plan of action based on that confirmed understanding and ask whether the proposed solution is satisfactory.

This process avoids conflicts arising from erroneous assumptions and aligns the expectations of both parties.

Identifying real objections behind superficial complaints

Often, what the customer verbalizes is not the root problem, but a symptom. A clear example occurs when users complain about a technical aspect, such as the "speed" of a service, when in fact the underlying problem is confusion or lack of structure in the presentation of the service.

The customer uses the language at hand to express discomfort (e.g., "you talk too fast"), but deep, analytical listening allows the salesperson to decipher that the real barrier is clarity of information.

Identifying the emotion and real need behind the superficial complaint is the key to offering