Questioning and listening skills

A customer service and relationship skills training course

Course objectives

Explain the principles underlying effective questioning and listening
List the skills required for effective questioning and listening
Explain how to use different questions types and how to listen effectively
Demonstrate effective use of questioning and listening skills
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
Questioning and listening skills, the reasons for them and the benefits of doing it effectively
Different question types. Open and closed questions, their purpose and examples of each type
Questions that should be avoided or used with sparingly
Listening skills and techniques for effective listening
Exercise. Questioning and listening skills
Review exercise and feedback

Course benefits

Improves customer communication
Develops strong relationships
Increases effective communication
Develops soft skills

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Customer understanding and service
Customer satisfaction and quality
Soft skills development

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models