Overview:

There are many reasons why people struggle to listen effectively. These include: believing that the only way to put their point across is to talk more and increase the volume!; lacking the ability to concentrate; an inability to let go of a specific point and spending most of their time thinking about what they want to say rather than listen to the speaker.

Suitable for:

Anyone who wishes to improve the most fundamental skill required for working in sales, service and management: Listening.

The Programme Topic Areas are:

• How good are you at listening? - the ten main reasons why people generally are poor at listening - a diagnostic exercise to reveal how good a listener you are and why you may not always pay your full attention to the speaker
• The magic of rapport - three techniques to instantly develop rapport with just about anyone at any time in any place!
• The power of questions - a questioning framework designed to elicit the true meaning of the message being received from the speaker in terms of content and context
• Behaviour analysis (BA) - how to identify, analyse and use behaviours that demonstrate effective and ineffective listening including: clarifying questions, probing questions, summarising, labelling behaviour
• Advanced listening techniques - words and phrases to avoid at all costs. Techniques, words & phrases for disarming the potential for conflict
• Summary & action plans agreed