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Guide to Effective Listening

Booklet, Glancer, Leader’s Guide, Quiz, and Certificates

Guide to Effective Listening

Each pack includes 10 booklets, 10 glancers, one leader’s guide, and online content. $69.95

Table of Contents


Booklet Sample

Leader’s Guide Sample



Healthcare Edition


On the phone or in person, listening is the single most important service skill. And while people assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers.

Now you can give your team the skills they need to become effective listeners with this five part training tool.

Training Guides

The guide begins with the nine techniques needed for “service listening.” While many of these techniques come naturally, the key to becoming a better listener is to identify, understand and practice them.

The second section covers the special issues encountered when dealing with challenging customers, those with foreign accents or communication difficulties.

There’s even a self quiz, which will help your frontline staff evaluate their current skills and pinpoint areas for improvement.

To learn more about Guide to Effective Listening, you may read the introduction online. You’ll see how much useful, skill-building information is packed into this practical guide.

Guide to Effective Listening is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful skill-building techniques. You’ll also receive a leader’s guide and links to download the Quiz and Certificates for your group.


To help your reps keep the important techniques and key phrases from Guide to Effective Listening fresh in their minds, your package also includes 10 Glancers.

Just peel and stick these colorful Glancers to computer monitors or dividers and reps will have a handy reminder of the important lessons learned in the guide. Reps will “glance” up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.

Leader’s Guide

Your leader’s guide will show you how to conduct training exercises based on the material in the student booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Certificates of Completion

Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.

Certificates may be downloaded, personalized, and printed.


A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.

Quizzes may be downloaded, personalized, and printed.

Table of Contents

  1. Introduction: Listening is a skill

  2. Listening self-quiz

  3. Becoming a service listener

    • Eliminate distractions
    • Listen with your body
    • Show that you are listening
    • Don’t judge
    • Keep your emotions in check
    • Don’t plan your response while the other person is talking
    • Don’t jump to conclusions
    • Ask great questions
  4. Working with challenging speakers

    • Look at your own listening abilities
    • Keep courtesy in mind
    • Find a key word
    • Ask questions
    • Take good notes
    • Ask for specific feedback
    • Interrupt politely when necessary
    • Recap before closing
    • Speak standard English
    • Know your options
  5. Avoid these three habits of bad listeners

Your Guarantee of Satisfaction

Guide to Effective Listening is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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