Project 10.5 “I Know You Believe…”

Everyone in the company lunchroom was laughing as each person cited a real-case scenario that fit with the meaning of a well-known quotation. The anonymous quotation that caused the laughter and subsequent discussion was, “I know you believe you understand what you think I just said, but I’m not sure you realize that what you heard is not what I meant.”

1. How does this statement relate to the topics covered in this chapter? (Chapter topics include: Ineffective/Effective Listening Skills, Roadbloack to Listening, Levels to listening, Customer focused listening)

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2. To what extent do you think this statement is true and applicable to service encounters?

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3. Relate a personal situation you’ve experienced recently when the outcome was illustrative of this quote, and share it with your class members.

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