February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 23. Summary Judgment: Listening
Goal
To improve listening effectiveness. Participants will paraphrase or summarize prior information before entering a conversation.
Time Required
Approximately 30 minutes
Group Size
Subgroups of five or six persons each
Materials
None
Process
Form subgroups of five or six persons each.
Direct the subgroups to discuss the topic “Communication Problems I Have Encountered” (or you can provide some other relevant topic).
Allow approximately 5 to 10 minutes, then stop the discussions.
Explain that the subgroups will continue their discussions on the topic, but a new “listening rule” is to be used. The rule states that in order for a person to enter the discussion, he or she must paraphrase or summarize the previous speaker’s comments to that person’s satisfaction. Once the new speaker has successfully done so, he or she may make any comments. Before the next person enters the discussion, he or she must paraphrase or summarize the previous comments, and so on.
Allow approximately 10 minutes for the discussion and then stop the activity.
Facilitate a large group discussion by asking the following questions:
•
Describe your individual feelings during the two discussions.
•
How well did people listen during the initial discussion? What support do you have for this observation? ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.