Introductory video for this module

Effective listening

In our louder and louder world, says sound expert Julian Treasure, "We are losing our listening." In this short, fascinating talk, Treasure shares five ways to re-tune your ears for conscious listening — to other people and the world around you. Some very useful strategies to improve your listening.

If you are interested in learning more about Julian Treasure's work on listening skills he has online courses available from his website at http://www.juliantreasure.com

Conflict of interest

One of the important issues to understand about the role of the MPIO is where you may have a conflict of interest. Conflict of interest can be quite complex and difficult to identify. It's not always obvious there is one! Take a look at the video below from the University of Texas - McCombs School of Business. This video is part of their Ethics Unwrapped series. It raises some interested issues around conflict of interest and explains it in a very engaging way.

Body language

While this may seem an odd topic to see here as part of MPIO training - let's think about it! In your role as an MPIO people will come to you with a concern or a complaint. Their first impression and reaction to you, and hence their willingness to discuss the issue with you, is as much dictated by your body language as it is by what you say. Your body language is very important, particularly in the first moments of discussion. If your body language is negative the complainant will pick up on this. It will make your job harder. If it is overly positive it may be construed as insincere. Your body language says a lot about you and the reaction you have on other people. So what is the best body language? Take a look at the fascinating TED Talk from Amy Cuddy, a world expert on body language, who reveals some of the do's and don't's of body language. As Amy says, 'small tweaks can make a big difference'.

Listening to the truth!

Now you are a good listener, let's think about what you are listening to? While, in some respects, it does not matter what the issue is you are listening to because your role is to give procedural information about complaint handling, the reality is that you will react to what people are telling you.

The other reality is that people will lie to you. Shocking isn't it! There are all sorts of reasons for this, not least because the person is possibly in a heightened emotional state when they come to talk to you and that has a very strong impact on how they have interpreted events. The last thing you want is to be drawn into collaborating in a lie.

Pamela Meyer is the author of a book called 'Liespotting'. In the video below she gives a brilliant illustration of the manners and hotspots used by those who are trained to recognise deception. As Pamela says "when you combine the science of recognising deception with the art of looking and listening, you exempt yourself from collaborating in a lie."

If you are interested in getting a copy of Liespotting by Pamela Meyer go to http://liespotting.com

You see that people will not necessarily lie to you on purpose. But their version of what has happened is influenced by all sorts of things that are beyond your control and understanding. This is why it is important to remain impartial and to try to keep a clear head and maintain your role.

Below is another video that will help on 'the science of lying' by the SciShow - if this interests you then this is really worth watching!