Listening Skills - Congratulations and Welcome!
Engaging in Leadership Development is the best way to create consistant and sustanable Call Center Performance Results.
Step 1: Watch the Video
Step 2: Download the PDF's
Step 3: Download The Master Files For Branding (by purchasing the upgrade you can edit these files and add your logo.
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Step 2: Download "Leading For Results" Files
Below you will find two downloads for each Module. These were originally developed in Microsoft Word but have since been moved to Powerpoint. The goal was to make it easier to project in a large setting. You can still do what you want, i.e. print these documents for binders if you prefer.
The first is the participants guide. These are used by the trainee. The second is the facilitator guide that goes with each corresponding Module and allows the trainer to use this as a guide when presenting.
Remember these modules can be used individually to train or coach on specific areas. Also the modules work great in a staff meeting setting if you want to focus on one aspect of improvement.
This material works! We (my team and I) used these to develop leaders for a very fast growing call center. We needed a method to develop newly hired Supervisors.
- Start Here
- Listening Skills
Getting Started Here...
About this Workshop
The Leading for Results workshop was designed as a tool to further the development of managers and supervisors. It is an excellent course for new and existing supervisor teams. Each module in this workshop can be delivered independently based on the needs of the group you are working with, or the workshop can be presented as a whole.
To prepare for delivery of Leading for Results, we recommend that you carefully read through this Instructor Guide as well as the Participant Guide. Lecture material is indicated throughout the Instructor Guide and can easily be presented after reviewing it independently. We do not recommend that you attempt to conduct the workshop without studying and practicing with this Instructor Guide.
The material contained in this guide will provide you with the directions you need for presentation and conducting activities. Directions are highlighted in YELLOW.
Instructor icons also provide queues as to what you will do when. The key to these icons can be found on the following page.Things that are not contained in this Instructor Guide that you will need to provide your self are:
- Course Introduction - Because there will be different reasons for conducting this workshop and your work environment is unique, create a welcome for the participants that will get them interested in the workshop and the new things they will be learning.
- Participant Feedback Forms - In our experience, every company has their own way of measuring course and trainer effectiveness. It is always a good idea to collect feedback from your participants. This can be done at the end of each training session or the end of the entire workshop.
As with any facilitation, observe your audience and keep their needs in mind. Set up ground rules that best suit their learning environment (we have provided some possible ground rules on page 5 of this Instructor Guide). Check for understanding throughout the course. And enjoy yourself. Training is a gift we give to others. Leading for Results starts with leading by example, and what better example will your class have than you!
Instructor Icon Key:
Instructor Explain: this icon represents information the instructor should cover in short presentation or lecture to the group when this is the most efficient way to convey information.
Flipchart/ Board: this icon suggests that the following information could be highlighted on a board or Flipchart to improve understanding and retention.
Activity: this icon indicates there is an activity that the participants will work on either individually or in small groups. Activities include question and answer, group discussion, hands on applications.
Notes: this icon is used to highlight special information for the instructor.
Caution/ Important: this icon represents critical information regarding safety or special care. The instructor should cover this information, highlighting its importance.
Handouts: this icon indicates supplemental material that needs to be distributed to the participants.
Debrief: this icon indicates a question and answer discussion. As a facilitator, you will lead the group in discussions regarding the information or activity to check for understanding.
Participant Guide: this icon indicates that material being covered or activities to be done are in the Participant Guide.
Possible Ground Rules (Here are suggested rules to follow)
After welcoming participants to a training class, and introducing the learning objectives of the course it is a great time to introduce classroom Ground Rules. These are a great tool to ensure mutual respect.
Ground Rules are a set of guidelines for workshops or classroom training. When presented and explained at the start of a session they create a common language for participants and facilitators. Some Ground Rules are purely functional (i.e. discussing when and how breaks will be taken) and others are designed to create a positive leaning environment (i.e. All ideas are valid.)
Setting up these guidelines makes the classroom a safe and healthy environment for adults to learn, but how do you choose the Ground Rules that are right for you and your participants? It's actually pretty easy. Look over the examples we offer below and think about the environment that you want your classroom to have.
We recommend keeping it simple. Choose around 7 Ground Rules. Present them to your participants at the beginning of a session, and ask them if there are any other Ground Rules they would like to see.
We know you will learn to refer to and love the Ground Rules in the class, and we think your learners will appreciate them as well!
- All ideas are valid
- All participants are equal
- Have your say, and listen to others
- Treat each other with respect and welcome all ideas
- Talk with respect for others and for yourself
- Ask Questions
- Be Patient
- If something is not working for you, speak up
- Be on time
- Breaks (discuss when breaks will be taken, “we are all adults...if you need a bio break please take one”, determine how the group will decide if a break is needed if breaks are not built into the material.)
- Have FUN!
To Download PDF, Simply "Right Click" and "Save As" to your desktop. All of the Modules are in PDF format, of course if your purchased the core files then you will have an opportunity to download both sets of files.
This module describes how to identify your listening strengths and weaknesses, how to explain the process of active listening and empathic listening, and how to practice new listening skills.
By the end of this module, you will be able to:
- Identify the importance of listening in the communication process
- Improve your listening skills.
- The Importance of Listening Skills
- Listening Behavior
- Listening Self?Assessment Exercise
- Listening Habits
- Good Listening Skills
- Characteristics of Effective Listeners
- Tips for Effective Listening
Download The Participant and Facilitator Guides
This is a great module that really drives improved Listening Skills. This is one of the most important skills a supervisor can learn. This module is also very valuable to improve the skills of your call center agents.
To Download the Listening Skills participant module simply "right" click on the download button and "save as" to your computer. I recommend you set up a folder and with in it create two additional folders and save all participant guides in one folder and save all facilitator guides in the other.
To Download the Listening Skills facilitator module simply "right" click on the download button and "save as" to your computer. I recommend you set up a folder and with in it create two additional folders and save all participant guides in one folder and save all facilitator guides in the other.
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