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Effective Listening for Improved Communication
 Listening
to co-workers and clients is imperative in gathering information needed
to do the job right. But people often succumb to obstacles to effective
listening that are environmental or interpersonal in nature (such
as accent, facial expressions, nonverbal clues, etc.) This module
provides information on:
- Impact of communication breakdowns
- Active listening: take notes, restatement,
questioning
- Reading verbal and nonverbal clues
- Avoiding preconceptions and prejudice
AUDIENCE
This module is designed for all employees who need to be more effective
listening and extracting information from customers and co-workers.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
problems
- Discussion on techniques for team
development
- Exercises and presentations
- Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
components include:
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
- Identify the
elements of effective communication.
- Analyze the effectiveness
of their communications.
- Use the Need-satisfaction
Process to gain the trust and cooperation of clients.
- Use the Consultative
Communication Process to identify support needs and gain support
for solutions.
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Identify barriers to effective
listening.
- Avoid inappropriate listening
habits.
- Identify the techniques of active
listening.
- Read and understand nonverbal
communication.
- Apply techniques
of improving listening skills.
Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com
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