Developing great questioning and listening skills

IN THIS MODULE:

• 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.

SEE SAMPLE FROM THIS COURSE