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Guide to Effective Listening

Guide to Effective Listening

To help you get the most from your training materials, you’ll receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips, and more.

Read the sample below to see how much useful information is packed into a brief section of this guide.

Focus on limited-English proficient customers

One area of special attention should be the final section of the booklet, which reminds readers to know their options when working with a customer who is not fluent in English or has communication difficulties. All staff members should know who they can call on if they are having trouble communicating with a customer. A simple chart showing staff names, their extensions and specialties will go a long way in easing communication and avoiding frustration for both staff members and customers.

It is the policy of many organizations to have a written language access plan. Key features of such a plan typically include a designated staff person, details on available language services, translation of certain documents, staff training, and more.

Creating this type of plan and staff position can provide a challenging opportunity for an individual or team.


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Listening Under Pressure