Active Listening Skills for Customer Relationship Managers

INTRODUCTION

Active listening abilities are required for a correct comprehension of the other person’s perspective, navigating through conflicts, and maintaining effective negotiations. Developing a good listening skill set strengthens connections with people, boosts professional competence while working with clients, and fosters the capacity to understand the motivations behind what is stated.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Make meaningful conversation easier.
• Provide precise comments on other people’s messages.
• Encourage people to join in a discourse.
• Listen carefully and avoid misunderstandings.
• Show an interest in what others have to say.
• Recognize and comprehend the emotions of others
• Recognize the motivations behind what has been said.
• Improve interpersonal connections by improving your listening abilities.

WHO SHOULD ATTEND THIS COURSE?

• Executives
• Decision makers
• Sales managers
• Business partners
• Managers
• Heads of departments
• Marketing professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Building trust based relationships
• Influencing others
• Listening
• Interpersonal communication
• Creative thinking and problem solving
• Presenting ideas
• Building convincing business cases
• Thinking win / win
• Influencing others
• Seeking input and different perspectives
• Market analysis
• Customer orientation
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others
• Proactive thinking