Best Practices for Guest Interactions 

• Maintain a friendly and professional demeanor.

• Be mindful of guests' attitudes, beliefs, and behaviors.

• Use trauma-informed communication skills. 

• Please do not feel as though you have to fix any of the guests’ problems.

Active Listening Tips

• Face the speaker and maintain eye contact: Use appropriate eye contact and open body language to show attentiveness.

• Pay attention to non-verbal cues: Observe facial expressions, tone of voice, and gestures to understand the full message.

• Do not interrupt: Allow the speaker to finish their thoughts without interruptions.

• Listen without judging: Focus on understanding the speaker without making immediate judgments or conclusions.

• Avoid planning your response: Concentrate on listening rather than thinking about what to say next.

• Show that you’re listening: Use nods, smiles, and small verbal acknowledgments to encourage the speaker.

• Do not impose your opinions: Offer a supportive ear rather than unsolicited advice.

• Stay focused: Eliminate distractions and mentally repeat the speaker’s words to maintain concentration.

• Ask questions: Clarify and show interest by asking relevant questions.

• Paraphrase and summarize: Reflect on what you’ve heard to confirm understanding and allow for corrections.

And remember, practice makes perfect. Old habits are hard to break, so you’ll need to make a conscious effort to become an active listener. Try spending a week summarizing the main points or outcomes at the end of each conversation or meeting. This will help you get into the habit :) 

Source: British Heart Foundation-Heart Magazine-10 Tips for Active Listening