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Developing great questioning and listening skills

About

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:

Ideally, 4-12 people per session.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED:

Trainer packs and handouts –  optional PowerPoint included.

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.

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