A Careful Listener

“Listen to the One who is speaking … the people of Israel did not escape when they refused to listen to Moses, the earthly messenger, we will certainly not escape if we reject the One who speaks to us from heaven!”—Hebrews 12:25 NLT

A customer had a modest problem with a product. Calling to discuss the problem, he was shocked by the hostility displayed by the customer service representative. Soon the simple exchange escalated into a major confrontation. The man told everyone about his horrible experience.

In another example, a man called to cancel his account. But the service representative refused and badgered the caller. The phone exchange was posted online, resulting in thousands of sympathetic responses.

These two public relations disasters are detailed in a recent book describing the differences based on the tone and attitude of listeners.

Many consumers feel empowered, ready to strike back at anyone who fails to listen or demonstrate basic courtesies. But customer service representatives who listen and are polite can build relationships.

These situations confirm basic biblical truths about the importance of listening and being courteous. We are to remember the power of our words and attitudes; each of us is a witness, and other people are watching and listening. We have a choice about the attitudes we bring into our relationships.

These principles apply to your interpersonal relationships and your testimony. Are you genuinely listening to others or being argumentative? Ask God to give you discernment to control your tongue, so you can be an effective ambassador for the Gospel.

Reflection Question: What happens when you fail to listen well or fail to speak well?