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Listening for Meaning and Emotion

Listening for Meaning and Emotion

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.

Practice asking great questions

A skill related closely to listening is questioning. The most useful types of questions are discussed in section eight of the guide. In brief, closed-ended questions can generally be answered very narrowly, with a yes or no, or with a single word or phrase.

An example of a closed-ended question is: “What is the number at the top of the Explanation of Benefits form?” Open-ended questions avoid limiting the range of answers and ask the customer to be more expansive. An open-ended question might be: “Please tell me about the steps you have already taken to resolve this issue.”

A good exercise for practicing both types of questions is a role-play. Ask for two volunteers to discuss their weekend plans.

  • For the first round, tell staff that they can’t ask anything but closed-ended questions.
  • For the second round, tell them that they must limit themselves to open-ended questions.

The remaining staff will act as observers and should shout “stop“ or make a buzzer sound and require the rep to rephrase a question when necessary.


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