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Effective Listening for Improved Communication

Listening to co-workers and clients is imperative in gathering information needed to do the job right. But people often succumb to obstacles to effective listening that are environmental or interpersonal in nature (such as accent, facial expressions, nonverbal clues, etc.) This module provides information on:
  • Impact of communication breakdowns
  • Active listening: take notes, restatement, questioning
  • Reading verbal and nonverbal clues
  • Avoiding preconceptions and prejudice

This module is designed for all employees who need to be more effective listening and extracting information from customers and co-workers.

This module can be presented in two to four hours, depending on participants' skill level and teaching objectives. The module includes:

  • Break out groups to solve team problems
  • Discussion on techniques for team development
  • Exercises and presentations
  • Practice sessions and role plays
The participant's workbooks contain reference text and exercises, are bound and three hole punched. The module is divided into three sections, one for each phase of training: the Pre-Workshop Assignment, the Workshop Material, and the Post-Workshop Action Items. Participant's workbooks can be used for classroom instruction or on a self-paced basis.

The leader's guide contains the same material as the participant's workbook, with the addition of a section of introductory notes, answers to exercises and explanatory margin notes. The leader's notes contain tips and techniques on setting up and administering the session, checklists, and other teaching aids. Other beneficial components include:
  • A listing of suggested videos which complement the material.
  • Notes which highlight key points, provide tips for training, and detail competencies to be gained.
  • Margin Notes on the workshop materials which guide the leader through the material and indicate when to ask questions, encourage discussion, use flip charts, break into groups, and refer to specific material.


By the end of this module, the participants will be able to:

  1. Identify the elements of effective communication.
  2. Analyze the effectiveness of their communications.
  3. Use the Need-satisfaction Process to gain the trust and cooperation of clients.
  4. Use the Consultative Communication Process to identify support needs and gain support for solutions.
  5. Identify barriers to effective listening.
  6. Avoid inappropriate listening habits.
  7. Identify the techniques of active listening.
  8. Read and understand nonverbal communication.
  9. Apply techniques of improving listening skills.

Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com


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