Course Outline: Seat Time: 1.25hrs - Desc: This course will instruct the learner on the importance of communication skills such as listening, phrasing, and probing. The learner will examine probing strategies and telephone standards. After completing this program, the learner will be able to: Implement listening and phrasing skills using the LISTEN model. Communicate messages effectively and comprehensively. Delineate probing strategies in order to find out what customers are thinking and feeling. Course Topics: T1. Listening: This topic will explain the importance of listening skills, and will detail the components of the LISTEN model for active listening skills, including leaning forward and identifying key points. T2. Phrasing: This topic will emphasize the notion that everything a person says communicates something, and will also provide best methods for communicating effectively and remembering the goal of communicating. T3. Telephone Standards: This topic will detail telephone etiquette, including customer service, professionalism, and friendliness when communicating via the telephone. T4. Probing: This topic will define probing and will familiarize the learner with detailed explanations for why probing is important to communication. T5. Probing Strategies: This topic will provide the learner with detailed strategies for probing, including the funneling technique.
