Effective communication through listening and questioning skills

Understanding what others are trying to communicate to you is essential for building open and strong relationships, whether face to face or by telephone. More and more organisations are recognising the value of effective communication through effective listening and questioning techniques in increasing productivity and sales. This course is for staff of all levels who wish to enhance their communication skills.

Learning Outcomes

By the end of the course you will be able to:

• Gain new information through effective questioning techniques
• Pick up on hidden messages
• Listen for feelings as well as meaning and respond to them
• Use techniques to check and build understanding
• Use support to minimise stress
• Increase your confidence when communicating face to face or by telephone

The benefits of good communication:

• Avoiding confusion and misunderstanding
• Reducing frustration, stress and sickness levels
• Capturing new ideas and initiatives facilitating change
• Gaining an understanding of others perspectives
• Meeting customer needs
• Increasing productivity and sales

Good listening skills:

• Empathy - listening for feelings
• Absorbing unpalatable messages
• Appreciation of the other person’s point of view
• Listening, not just hearing
• Body language and its impact on communication

Good questioning skills:

• When and how to ask a question
• The purpose of questions
• Techniques to gathering information
• Using information effectively

Theory into practice:

Practice listening and questioning techniques using interactive exercises throughout.

 

"The whole sessions was brilliant and really made me feel more confident in taking calls"

"The listening skills will be invaluable on the helpline and also in my career and personal life"

Trainee Solicitors Group

Meeting Your Needs

All Samaritans courses are prepared to meet your specific needs. We are able to develop your programme to include sessions on such topics as loss and bereavement, diffusing anger, suicide and self harm awareness.

 

"Great use of interactive methods of learning"

"Very useful and applicable to our role"

Citizens Advice

More information

For more information in the UK and ROI, including prices and bookings, please contact:

Steve Tollerton

Tel: +44 (0)20 8394 8370

Email: s.tollerton@samaritans.org

 

 

Jonathan Moran

Tel: +44 (0)20 8394 8374

Email: j.moran@samaritans.org

 

 

Write to us at:

Samaritans General Office, The Upper Mill, Kingston Road, Ewell, Surrey, KT17 2AF.