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Communication Skills

Learn about the importance of effective listening in customer service and identify barriers to active listening. Discover how listening improves communication and customer relations. Enhance your listening skills through practical activities and lectures.

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Communication Skills

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  1. Communication Skills Module 3

  2. Learning Objectives • Given a participative lecture, participants will identify characteristics of effective listening skills • Through a group activity and a large group discussion, participants will identify the barriers to active listening

  3. Learning Objectives • Through a group activity and given a participative lecture, participants will explain the importance of effective listening in providing high-quality customer service • Through an individual activity and participative lecture, participants will identify the strengths and weaknesses in their listening styles

  4. Listening “Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell

  5. Listening Facts • 10% = • 55% = • 35% = • 10% is Content; 90% is Intent WORDS Body Language Tone of Voice

  6. Benefits of a Good Listener • Listening improves communications • Listening shows you care • Listening shows respect for the customer

  7. Types of Listening • Inactive listening • Selective listening • Active listening • Reflective listening

  8. Listening Effectively • Use appropriate tone of voice • Understand communication • Provide feedback • Feedback is empathetic and nonjudgmental

  9. Listening Skills Listen to content Listen to intent Listen nonjudgmentally

  10. Use Your Mind • Listen for accuracy • Listen as though you are hearing the information for the first time • Listen for inaccuracies

  11. Nonverbal Communication • 10% = • 55% = • 35% = • 10% is Content; 90% is Intent WORDS Body Language Tone of Voice

  12. Nonverbal Communication • Facial Expressions

  13. Nonverbal Communication • Eye Contact • Gestures

  14. Group Activity

  15. Barriers to Effective Listening Expectation Relationship Personal Situation Emotional Mindset

  16. Physical Distractions • Noise • Movement

  17. Mental Distractions Fear Poor Self-Esteem Worry Anger Being Unprepared Boredom Daydreaming

  18. Summary & Conclusions • Barriers to active listening • Characteristics of effective listening • Effective listening and high-quality customer service • Strengths and weaknesses in our listening styles

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