You become a good listener while online by learning to read between the lines... is the tone serious? is it facetious? are they distressed? are they basically yelling in frustration? do they ask you the same things over and over, just worded differently (usually indicative of having NOT read enough yet)? are the questions giving any indication the person has been doing some reading, but having trouble understanding?
There are subtle giveaways to mood and intention in the written word, even if the writer is not a good speller or is often grammatically incorrect. And sometimes things tend to get lost when using translators.
It will take a bit of time to get the hang of "listening" to the written words, but you will quickly pick up on the things I'm referring to, and will be able to reply appropriately.
Difficult as it may be at times, ALWAYS maintain your "cool", do not use condescending tones with them, or indicate frustration. Patience IS a virtue, they say, although I think sometimes something we have to work pretty hard to maintain. And a kind response full of helpful thoughts and information will usually help people get over a bad attitude (if they are having a bad day) and realize they may have been a little out of line.
Answer inquiries, even if it seems silly to you, with the best information you can give. Something in the way you word your reply might just click on a lightbulb for them, and voila!, you have a happy, productive team member!!
Best of good wishes to you!:))...
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You become a good listener while online by learning to read between the lines... is the tone serious? is it facetious? are they distressed? are they basically yelling in frustration? do they ask you the same things over and over, just worded differently (usually indicative of having NOT read enough yet)? are the questions giving any indication the person has been doing some reading, but having trouble understanding?
There are subtle giveaways to mood and intention in the written word,
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