Smoke Break - Episode 22: The Art of Active ListeningEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals the difference between simply hearing customers and truly listening to them. Learn essential active listening techniques that transform customer interactions, build stronger relationships, and help you resolve issues more effectively as an assistant manager.Episode OverviewMaster essential active listening elements:Eye contact optimizationBody language awarenessResponse planning preventionClarifying question techniquesComplete message interpretationEye Contact ManagementLearn to implement:Natural engagement techniquesComfortable contact maintenanceAttention demonstration methodsProfessional interaction standardsCustomer comfort considerationBody Language AwarenessDevelop approaches for:Engagement signal demonstrationNon-verbal cue matchingAppropriate response indicatorsConcern acknowledgment methodsProfessional demeanor maintenanceFocus Enhancement StrategiesMaster techniques for:Complete attention dedicationResponse planning preventionMulti-channel listening (words, tone, body language)Present-moment awarenessDistraction elimination methodsClarifying Question ImplementationCreate systems for:Understanding verification protocolsSummary statement techniquesSpecific question formulationMessage confirmation methodsCommunication accuracy enhancementCustomer Message InterpretationImplement strategies for:Complete communication assessmentTone recognition techniquesBody language readingContext understandingEmotional awareness developmentAssistant Manager's Action ItemThis week's active listening challenge:Practice with three different customersFocus on complete message receptionPay attention to words, tone, and body languageUse clarifying questions for verificationImplement understanding confirmation techniquesCheck-In QuestionWhat's the biggest mistake people make when trying to listen actively? A) Not making eye contact B) Planning their response while the other person is still talking C) Not asking questionsResources MentionedVisit cstorethrive.com for additional communication resourcesNext Episode PreviewStay tuned for more strategies to enhance your management skills and customer relationship building."Smoke Break" delivers weekly training for convenience store assistant managers in bite-sized, actionable episodes under 10 minutes.#ConvenienceStore #ActiveListening #CustomerCommunication #AssistantManagerTraining #CustomerService #CommunicationSkills #RetailLeadership

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