Guide to Effective Listening

Booklet and Leader’s Guide

Each pack includes 10 booklets and one leader’s guide. $42.95. Table of Contents Sample Section Leader’s Guide Sample Healthcare Edition Order Now

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 frontline staff the training they need to become better listeners.

The guide begins with the nine techniques needed for “service listening.” And 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.

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 message. To learn more about Guide to Effective Listening, you may read the introduction online. You’ll see how much useful information is packed into a brief page of this practical guide.

Leader’s Guide

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, Focus on limited-English proficient customers.

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 copies within 30 days for a full refund.

About the Publisher

Guide to Effective Listening is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

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