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15. Questioning and listening skills
Course 15. Questioning and listening skills.
Asking the right question, at the right time and in the right way is an important skill to have, and when combined with effective listening it ensures that customer communication is both effective and personal.
Questioning and listening skills
- By Skills FX
- Published Tuesday 1st 2008
- 15. Questioning and listening skills
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A customer service and relationship skills training course
During this course the reasons for questioning and listening are discussed and the different types of open and closed questions are explored. The different question types, including broad, narrow, secondary probes, hypothetical, reflective summary, factual, alternative, checking, defined outcome, multiple and leading are explored and the skills and techniques required for effective listening are discussed. Delegates then practice these questioning and listening skills and techniques. This is followed by a thorough debrief.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
