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Guide to Effective Listening

To help you get the most from your training materials, you’ll also 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 with a group training session. 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.

To learn more about the Leader’s Guide, you may read the sample section below.

Focus on limited-English proficient customers.

One area of special attention should be the final section, 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 within your organization can provide a challenging opportunity for an individual or team and ensures that your department is providing the highest level of service and support to all of your customers.

 

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