Listen to What Isn’t Being Said – cm Challenge 02/01/11

THE LESSON

People who listen effectively are perceived to be great communicators, and in collections being anything less than a great communicator simply isn’t an option for anyone with hopes of being a top performer. Ask any collection manager for a list of their collection secrets and without a doubt listening skills is always at the top. And for good reason, too.

The listening process is a tool to build trust, develop rapport, and convey a message of openness. Through effective listening, collectors can identify a consumer’s intent and underlying motivation, values, attitudes, and desires — all of which are an important part of the negotiating process.

The wisest collectors know that being a great communicator means listening to not only what the consumer is saying, but also to what he or she isn’t saying. In fact, even the “Father of Modern Management” Peter Drucker, pointed out that

The most important thing in communication is to hear what isn’t being said.”

THE CHALLENGE

This week, your challenge is simple: Listen to what the consumer isn’t saying.

THE REFLECTION

1. What type of background noises are cues that cause you to adapt your approach?
2. How do you redirect a consumer who constantly avoids answering a question?
3. What three things do you listen for that aren’t being said?

Shhhh!

Gary Jensen
Editor | collector mentor

To download companion worksheets to use with The collector mentor Challenge, please visit www.collectormentor.com/thechallenge.

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