If You’re Thinking About Your Reply, You’re Not Listening

Let’s get real: When someone’s talking to you—whether it’s a guest at the front desk or a client on a call—are you truly listening? Or are you crafting your reply mid-sentence?

Here’s the hard truth: Listening to respond is not the same as listening to understand.

In both hospitality and corporate roles, genuine listening isn’t just a skill—it’s the key to building trust, resolving conflicts, and turning frustrations into loyalty.

Why Active Listening Matters: Imagine this:

• A hotel guest, already frazzled from travel, approaches the front desk with a complaint.
• A corporate client, hesitant to share their concerns, finally opens up.

In both scenarios, the moment is a test—not just of your service but of your empathy. When you show you’re truly listening, you’re saying, “I see you, I hear you, and I care.”

Common Listening Traps to Avoid:

1. Finishing Sentences: Even if you think you know where it’s going, let them finish. It shows respect.
2. Offering Solutions Too Early: Sometimes, they don’t need an answer yet—they need acknowledgment.
3. Multi-Tasking: Scrolling through your phone while “listening” doesn’t count.

Tips for Active Listening:

1. Pause Before You Reply A few seconds of silence won’t hurt—it’ll actually show you’re processing what was said.
2. Repeat and Reflect Use phrases like:
3. Ask Open-Ended Questions Invite them to share more by asking, “Can you tell me more about what happened?” or “What would make this better for you?”

Hospitality: Say a guest at your hotel is upset about a delayed room. Instead of rushing to explain why it happened, acknowledge their frustration first: “I understand how frustrating that must be after a long journey. Let me see how I can make this right for you.”

That simple shift from reaction to understanding can turn a potential 1-star review into a loyal guest.

Corporate Takeaway: The same rules apply in boardrooms or sales calls. Listening actively can reveal pain points you might otherwise miss—and solve problems before they escalate.

Your Turn: What’s the best listening tip you’ve ever learned? Reply to this newsletter and let’s share ideas that can make us all better communicators!

Until next time, Ridhi Saluja

P.S.: The next time you’re “listening,” and your brain says, “Wait, what did they just say?”—you’re busted. 😉

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