A de-escalation technique

• Failure to listen
• Uncaring or sloppy attitude
• Customer instructions not followed

All of the above have something in common; they all may be addressed by active listening.  Active listening is a de-escalation technique and has proven itself many times over when well-practiced.

Team exercise:

Grab a partner and introduce yourself by saying your name, a favorite hobby, and your favorite color.  While one is speaking, the other is to:

• Look at the speaker in the eye.
• Convey with your body that you are listening (head leaning forward, head nods, etc.).
• Use sincere verbal continuers ("Yes?" "I see!" "Go on." And "Uh huh" in an appropriate tone).

"To listen well, is as powerful a means of influence as to talk well, and is as essential to all true conversation." ~ Chinese Proverb