At theRidgecrest Conference Centerwe strive to effectively communicate with all of our employees and guests.
“Did you hear what I said” is something that I think everyone has uttered at some point in their life when communicating with someone else. Something that I have found effective for me is to think of my friendLAURA. Now,LAURAisn’t an actual person I know, it’s just the way I have found to remember that there are two people in all conversations.
Listen – Listen to what the other person is saying to you.
Ask – Ask questions to clarify what was said to you.
Understand – Be sure you understand what was said, take a few minutes to absorb if needed.
Respond – Respond appropriately to the other person.
Ask – Ask more questions to ensure you responded appropriately. If you did not, repeat the process.
How do you effectively communicate? I would love to hear any strategies you’ve found effective.
Ann Maniscalcoon November 3, 2019 at 6:44 pm
Melissa,
Your LAURA method is great. I hope when I’m listening to someone, I’m emulating “her”.
I once heard a Christian leader say if you’re going to be somewhere, “be all there”. Her idea was to be a full part of the experience on both the giving and the receiving end. One pet peeve I have is for someone to be “listening” to me with his or her eyes darting around to see whom they might be missing by being fully absorbed in the conversation.
I seek to block out other distractions and interruptions and focus solely on the person I’m speaking to, listening with great intensity like I’m going to have to pass a test on my recall later. I also (ingrained in a teaching from my childhood years) almost never interrupt two people talking. Seems commonplace to do so today – even in church circles.
Sometimes interactive phrases like, “uh-huh”, “that’s right” or “really?” Help keep one focused.
Thanks for the good communication reminders!
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Melissa Inmanon November 3, 2019 at 7:23 pm
I couldn’t agree more Ann, if you can’t “be all there” then what be there at all.
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FAQs
LAURA is an acronym that stands for listen to your customer and let them vent. Acknowledge the situation, and try to understand how they are feeling. Relate to them in some way to demonstrate that you can empathize with their feelings and then act to show your willing to help resolve the issue.
What is the acronym Laura? ›
Business acronym LAURA as Listen, Acknowledge, Understand, Relate and Act next to yellow lighting bulb as bright idea concept.
What is Laura in customer service? ›
Laura technique is a technique used to defuse angry customers and re-focus on them to solve the problem and finding solutions. It can be used whenever we encounter with an angry,demanding,rude customer. Customers will always have emotional needs.
How does the acknowledge and refocus technique help defuse angry customers? ›
You can use the acknowledge and refocus technique to help diffuse a customer's anger in these situations. Start by listening carefully to your customer and letting them vent. This helps naturally deflate some of their anger. Next, acknowledge your customer's feelings and show you want to help.
What are attitude anchors? ›
An attitude anchor is something that helps you anchor your attitude in a positive place. It can help you feel better when you're down and become more resilient when you encounter something that causes a bad mood. Let's try it right now. Think of something really positive that makes you happy.
Where does Laura come from? ›
Feminine form of the Late Latin name Laurus, which meant "laurel". This meaning was favourable, since in ancient Rome the leaves of laurel trees were used to create victors' garlands. The name was borne by the 9th-century Spanish martyr Saint Laura, who was a nun thrown into a vat of molten lead by the Moors.
What is Lana stand for? ›
LANA | Lymphology Association of North America.
What does Laura mean in Spanish? ›
Spanish Baby Names Meaning:
In Spanish Baby Names the meaning of the name Laura is: Crowned with laurels.
What is the mnemonic for customer service? ›
HEART is another customer service acronym commonly used in customer service. It means the same as HEAT but with a slight difference at the end. HEART stands for Hear, Empathize, Apologize, Respond, Thank. PLAN – Prepare for positive customer interactions.
What is the mnemonic for handling customer complaints processes? ›
Great Customer Service Starts with LEAST
To solve these customer service challenges, remember this acronym: L.E.A.S.T. – Listen, Empathize, Apologize, Solve and Thank.
Laura is a girl's name of Latin origin, referring to the laurel plant. Dating back to the ninth century, this feminine title has had a steady hold on the charts since being created by the Spanish nun Saint Laura of Cordoba. This nature-inspired name also reflects the leafy garlands worn by ancient Roman victors.
What should you listen for when trying to understand how to help a customer? ›
You need to pay close attention to the speaker's words, body language, and tone of voice. Then you use all that info to understand their perspective better and show empathy. Active listening skills include asking clarifying questions, summarizing the other person's words, and providing feedback.
Which question is the best way to start a conversation with a face-to-face customer? ›
Which question is the best way to start a conversation with a face-to-face customer? What brings you in today? This sort of open-ended question can encourage a customer to share more about their underlying needs, so you can better help them.
