You will discover that you have two hands. One is for helping yourself and the other is for helping others. -Audrey Hepburn
In her MarketMate CD, Julian Wassom offers these tips on listening to parents who are interested in enrolling their child in your program. Since this is good advice whenever we speak to parents I have adapted it here:
• Stop talking! You cannot listen if you are talking. Take a breath, then listen. “Give every man thine ear, but few thy voice.” – Hamlet
• Put them at ease. Build a permissive environment for conversation. Help them feel free to talk by treating them as a professional acquaintance.
• Listen to understand, not to reply. Sound and act interested. This will require a sequence of asking, asking another question, then listening before responding. During on-site visits, use good eye contact and smile frequently.
• Remove distractions. Do not do other things while talking with families.
• Empathize. Try to put yourself in their place, express understanding of their feelings. Communicate how you see their point of view.
• Avoid defensive responses, argument, or criticism. You may feel you won your point, yet damaged your relationship. Parent’s may “clam up,” get angry or defensive, and leave the school unhappy with you and the school.
• Ask open questions; then actively listen. Encourage detailed expression of needs.