As this chapter ends, you should know more about the following:
Importance of listening
Awareness of various hindrances to listening effectiveness
Tips to improve listening skills
Importance and benefits of asking the right questions
Questioning techniques
In the next chapter, we will specifically look at communicating over the telephone. The chapter covers scripts that can be used for standardizing communication over the telephone along with role play exercises. We will also discuss the power of questioning which is key to getting the right and complete information before responding back.