{"id":31503,"date":"2026-06-29T14:17:35","date_gmt":"2026-06-29T12:17:35","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/true-listening-begins-where-automatic-responses-end\/"},"modified":"2026-06-29T15:58:49","modified_gmt":"2026-06-29T13:58:49","slug":"true-listening-begins-where-automatic-responses-end","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/pegamento\/true-listening-begins-where-automatic-responses-end\/","title":{"rendered":"True listening begins where automatic responses end"},"content":{"rendered":"\n

What De Luisterlijn Teaches Us About Attention, Empathy, and Better Customer Service<\/strong><\/p>\n\n

Listening seems simple. Someone says something, you hear it, and then you respond. Yet we all know that in practice, things often go differently\u2014especially when it comes to customer interactions, collaboration, or leadership. Before you know it, you\u2019re already solving problems, giving advice, filling in the blanks, or asking follow-up questions based on your own agenda. <\/p>\n\n

But truly listening requires something else. It requires attention. Slowing down. And the willingness to put the other person first for a moment, rather than yourself. <\/p>\n\n

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Richard Coonen, Director of De Luisterlijn, addresses the audience.<\/figcaption><\/figure>\n\n

That was the topic of the workshop \u201cThe Art of Listening<\/strong>,\u201d which De Luisterlijn<\/a><\/strong> organized in collaboration with Pegamento<\/a> on Friday, July 26, 2026, at the initiative of the trade union PvKO<\/a><\/strong>. The event took place at VodafoneZiggo<\/a> in Utrecht and <\/strong>brought together about forty professionals from organizations including BOVAG, VGZ, Greenchoice, PostNL, and TUI. <\/p>\n\n

Outside, it was tropically hot. Inside, there was a cool and peaceful setting for a morning devoted to what is perhaps the most important skill in human interaction: listening. <\/p>\n\n

Why Listening Is So Much More Than Just Hearing<\/h2>\n\n

De Luisterlijn knows better than anyone what it means to listen. Every day, volunteers talk with people who need a listening ear\u2014not to find an immediate solution, but simply to be heard\u2014without judgment, without rushing, and without anyone immediately taking over the conversation. <\/p>\n\n

That premise was central to the workshop.<\/p>\n\n

Because in many conversations\u2014including those with customers\u2014emotions are always present. Sometimes they\u2019re clearly visible; other times, they lie just beneath the surface. A customer might sound angry, but actually feel insecure. Someone might respond curtly, but really just feel misunderstood. That\u2019s exactly when the way you listen makes all the difference. <\/p>\n\n

Those who listen only to be able to respond often miss what\u2019s really going on. Those who listen attentively hear more than just words. <\/p>\n\n

Practicing with Real-Life Situations<\/h2>\n\n
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Volunteers Marco and Eppo from De Luisterlijn share real-life examples.<\/figcaption><\/figure>\n\n

The workshop wasn\u2019t just about theory. Volunteers Marco and Eppo<\/strong> from De Luisterlijn led the participants in a role-playing exercise. Afterward, the attendees were asked to identify what worked well, what didn\u2019t help, and what effect that had on the conversation. <\/p>\n\n

That immediately made it clear just how subtle listening is. A well-intentioned solution can come too quickly. A question can create space, but it can also steer the conversation. A brief silence can feel uncomfortable, but it may actually be necessary to let the other person continue speaking. <\/p>\n\n

Thus, listening was not presented as a gimmick or communication technique, but as a skill that you can consciously develop.<\/p>\n\n

The Benefits of Truly Listening<\/h2>\n\n

For organizations, listening is more than just a soft skill. It directly impacts the quality of customer interactions, collaboration, and trust. <\/p>\n\n

If you listen more carefully, you\u2019ll be able to recognize what someone needs more quickly\u2014not just the surface-level request, but also the underlying need. This leads to better conversations, less noise, and a deeper connection. <\/p>\n\n

The key takeaways from the workshop:<\/p>\n\n