Communication:

Already in early schooldays, a large number of topics are on the agenda.

However one of the most important topics is missing: active listening. But if I don’t listen properly, how can I determine the customers needs?

In daily dealings with our customers (or colleagues) active listening is of utmost importance.

In doing so, we value our conversation partner, take him or her seriously, identify needs and are able to pinpoint product or service benefits  

Target Group:

• Inside and/or outside (Sales) teams
• Staff with customer contact over the phone
• Staff being involved in sales activities during trade shows

Benefit of Communication training:

• To learn basic but important rules of interpersonal communication, both verbally and non-verbally (body language)
• High importance of the „first impression“ (on the phone or in person) and customer orientated approach
• Various communication situations, especially „unpleasant“ ones, how to best deal with these
• Reaching goals while using the right questioning techniques (leading conversation, not listening only)
• Active listenting is the key to success

Learning Methods:

• Role play and/or specific case studies (with or without video support) following in-depth analysis
• „Live“ telephone calls with analysis, individually or in the group
• Individual and/or group discussions for maximum impact
• Group work, practical simulations along with brief audio/videoclips enhancing the selflearning process