Behaviors and Business Etiquette to discuss with Accent Students in the WorkplaceOne thing that comes to mind is not letting a speaker know that you are listening. We do this with words, sounds, and phrases like ah huh, yeah, I know what mean, of course, right, oh definitely, for sure, I hear you, absolutely.
This is something one of my clients asked me to talk about with his employees: let people know you are listening.
And on the phone, when a customer stops talking, the customer usually expects you to, then, say something. Silence, or “dead air” is unsettling. It makes one wonder if anyone is listening. A direct question is not the only way we indicate that we now expect the listener to say something. Not observing turn-taking cues could go on the list.
1) Not observing turn-taking cues – allowing there to be silence or “dead air”
2) Not acknowledging that one is listening
3) Saying “yes” when one really means “I don’t know” or “I’m not sure”.
4) Unknowingly taking a tone that sounds to direct and bold
5) Seeming impersonal or unfriendly when one might really be shy and not know what to say
6) Only saying what is necessary and getting straight to the matter at hand without any of the usual small talk – seeming to be in too much of a hurry to move on – impersonal(Another consultant made note of this when speaking of a client we both have.)