Jumping in before the speaker has finished their point can ruin the experience for both of you.

Sometimes, the truth behind the interrupter reveals a noble intent. Often, people listen with an ear to solve, help or fix. Just as often, people speak to be heard and not seek a solution.

It can be difficult to listen without interrupting when it seems as though one might have the answer. Again, the intention may be to help, but the result is damaging.

The speaker feels unheard, and the listener senses they've missed the mark.

In training, I use "Let the popcorn stop popping ." Resist the urge to speak. Instead, adopt a posture of listening that encourages a person to offer more. That means soft eye contact and non-verbal cues that indicate attention. Then when the popcorn stops popping, it's OK to speak.

That doesn't mean to offer a solution.

Most of the time, a few more questions need to be asked. Just be patient and ask them and then employ the same listening posture again.

Imagine having an issue yourself. Wouldn't you rather be listened to than "fixed"?

Wouldn't you prefer to be asked to clarify your stance further? And finally, once you feel heard and understood, wouldn't a potential solution land with greater credibility?

Own Your Sales Gene…