Scenario: Recognizing from the woman's tone that she has become less enthusiastic, you suspect she may not be able to afford hardcover books, so you mention that the author also has several books that have been published in paperback as well as hardcover. Instead, she talks wistfully about how thick the books are and how attractive each book jacket is. The woman takes a few out and ruffles through the pages, stopping to read neither the printed preview on the inside jacket cover nor any of the pages she flips through. Finally, you mention an author she likes and lead her over to the section where that author's hardcover books are shelved. Scenario: Each time the woman negatively reacts to your author suggestions, you nod and smile at her to communicate to her that you are not judging her by her opinions. Now the woman becomes more animated, interrupting you or talking over your words to express sharp criticism about several of the authors you bring up. When she asks for more ideas, you start going back through the list again, this time mentioning some popular authors and titles in each category. You give her some time to think and wait for her to reinitiate the conversation. Scenario: You've completed your list of book categories, but the woman still has not chosen anything. You tell her how you start by asking yourself what type of book you want: something educational or something entertaining? You proceed by dividing the adult books into various categories, but the woman rejects each one. Scenario: You've responded to the woman's admission that she feels lost by indicating that you, too, are sometimes overwhelmed by the choices that are available, but you have a technique that helps you make decisions. As you enter the first of many aisles of adult books, the woman expresses how lost she feels because there are so many books to choose from. Scenario: By pointing toward the adult section, you've encouraged the woman to walk with you away from the distracting toddlers. The toddlers run ahead to the play station nearby and start noisily rearranging the toys. However, before she can continue, another woman with two toddlers and a child in a baby carriage turn down the aisle. She says that she was actually just looking for someone to help her find an adult book. This makes her relax and gives you the opportunity to ask her if she is looking for a similar book. Scenario: To make the woman feel comfortable, you smile at her and nod to signal your appreciation for her ideas. She notices this and hesitates, growing somewhat embarrassed by enthusiasm. Scenario: You are focused on the woman and waiting for her to finish describing the book she enjoyed.
ACTIVE LISTENING SCENARIOS FULL
Scenario: You've responded to the woman who approached you in the children's section by setting down the books you were handling, turning to face her to give her your full attention, and establishing eye contact. She mentions how much she liked the book you just put back on the shelf and starts describing her favorite parts. Scenario: You are tidying up the shelves in the children's section of the bookstore when a customer approaches you.
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