Developing great questioning and listening skills

IMPORTANT NOTE:

This module contains some material in common with the “coaching skills” module in the coaching skills course. We would, therefore, advise they are not used together to avoid duplication.

IN A NUTSHELL:

• A short lesson on listening featuring discussions on active and interactive listening.
• A discussion of the barriers to effective listening and a task allowing delegates to look internally to their personal barriers.
• An exercise on questioning skills and how to use different types of questions in different circumstances.
• An interactive task in pairs to test the delegates’ questioning and listening skills.

AIMS:

• To discuss the different ways in which we listen.
• To recognise what can prevent us from properly hearing what is being said to us.
• To contrast different methods of questioning to effectively gain information from or resolve issue with the customer.

TIME:

1 hour, 30 minutes.

Group Size:

12 people.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED:

Trainer packs and handouts.

LANGUAGES:

If you would like these training materials translated into another language, please contact us for a quote.