In this short video, Alan identifies a common difficulty in some interactions between the public and service providers such as in Patient/Cutomer/Client Service interactions where effective listening does not occur because the provider doesn't take a small amount of extra time, perhaps 5s two ensure they have heard what the client is asking. This leads to assumptions about what is being asked before the question is finished and so an inappropriate answer is given, leading to confusion, delay (of much moe than 5s!) while the client asks the question again or is confused by the answer given in haste.

Sometimes, ensuring nothing is said until the client/customer/patient has finished allows for a quicker, more correct answer and much less confusion as well as preventing the possible frustration and anger that can arise when that small amount of time is not taken to ensure the question is fully understood. Many in such roles can easily come to assume they know the answer before someone has finished because 'they've seen it many times before', but that is a dangerous mindset to get into as it will never be the case that all such situations and clients are the same and so the appropriate answer will not be a template that can be assumed to work for all occasions.


Alan Sharland has been a Mediator and Conflict Coach for over 26 years working in a wide range of dispute situations including neighbour disputes, workplace disputes, complaints (NHS, Special Educational Needs, University Student), group disputes and others.

He was Director of a community mediation service in West London for 11 years and now runs CAOS Conflict Management. https://www.caos-conflict-management....

Connect with Alan on LinkedIn:   / alansharland  
and follow the CAOS Conflict Management Linkedin Page:
  / caos-conflict-management  

If you would like Conflict Coaching via Skype or FaceTime or Zoom, please contact Alan via this webpage: https://www.caos-conflict-management....

Check out and like the Communication and Conflict Facebook page:   / communicationandconflict  

Visit the Communication and Conflict website: https://www.communicationandconflict.com

Books:
How to Resolve Bullying in the Workplace: Stepping Out of the Circle of Blame to Create an Effective Outcome for All
https://www.amazon.co.uk/How-Resolve-...

A Guide To Effective Communication for Conflict Resolution - How Mindful Communication Supports Growth Through Conflict. Purchase the book at this link on amazon: https://www.amazon.co.uk/dp/1790335221

CREDITS
Outro Music: All Colours Pt 6 by Bob Holroyd, from album Hollowman:   / hollowman