Listening Techniques

Description:

This content discusses the importance of listening and focuses on how to become a better listener by overcoming common listening obstacles. This content also discusses generally held perceptions of different vocal qualities and the effect each quality has on the listener. To improve telecommunicators' existing listening skills, this content will identify specific questioning techniques to overcome most listening obstacles and to help handle aggressive callers.

Objectives:

RECALL the importance of listening.

IDENTIFY common listening obstacles and ways to overcome them.

IDENTIFY poor listening habits and ways to improve them.

IDENTIFY various perceptions of vocal qualities.

IDENTIFY questioning techniques that improve listening skills and call control.