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The Healthcare Professional’s

Listening for Meaning and Emotion

Listening for Meaning and Emotion

Each pack includes 10 booklets and one leader’s guide. $54.95

Table of Contents

Booklet Sample

Leader’s Guide Sample

General Edition


Whether your staff is working with patients, their family members, physicians, or others, listening is the foundation of good customer service and 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.

Helping your staff develop the specialized expertise necessary to listen attentively, interpret information, question effectively, and take action requires ongoing effort.

Now you can give your staff the training they need to become better listeners with Listening for Meaning and Emotion.

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 speakers, those with foreign accents or communication difficulties. There’s even a self quiz that will help your staff evaluate their current skills and pinpoint areas for improvement.

To learn more about Listening for Meaning and Emotion, you may read the sample section, Listening is a skill. You’ll see how much useful, skill-building information is packed into this practical guide.

The Healthcare Professional’s Listening for Meaning and Emotion is provided in packages of 10. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff. You’ll also receive your manager’s copy of the Leader’s Guide.

Leader’s Guide

Your Leader’s Guide will show you how to conduct training sessions on the material in the booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Table of Contents

  1. Introduction: Listening is a skill
  2. Listening self-quiz
  3. Barriers to good listening
  4. Learning to be a service listener
    • Practice respect
    • 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
  5. Working with challenging speakers
    • Look at your own 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
  6. Avoid these three habits of bad listeners

Your Guarantee of Satisfaction

Listening for Meaning and Emotion 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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