Summary

There are many reasons why people struggle to listen effectively. These include: Believing that the only way he 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. This one-day course addresses all of these and provides you with the skills, knowledge and attitudes to become a skilled listener.

Who Should Attend?

Anyone who wishes to improve the most fundamental skill required for anyone who works in sales, service and management; listening.

Course Objectives

Identification of any self imposed barriers to active listening;

How to instantly develop rapport with anyone to lay the foundation for listening;

How to adjust physiology to adopt the most effective 'listening posture'

Use of a questioning framework to elicit from just about anyone what they want and why they want it;

Identification and use of the key behaviours that demonstrate that you are actively listening;

How to quickly identify the emotional state of anyone you come into contact with and modify your behaviour in order to be perceived as empathising with the speaker;

How to recognise when a discussion is turning into a conflict and adopt a strategy to remove any unhelpful emotions out of the situation.