Training Plan
Annette Zimmerman
Everest University The topics for my training plan will be as follows:
 Importance of Listening
 Listening self-assessment quiz and discussion of why listening is important and at times listening is also hard to do.
 Better Listening
 Learn how to focus on the speaker and be empathetic to them. Analyze what is being said and appropriately respond.
 Effective Communication
 Learn the levels of listening.
 Level 3 – Daydreaming, faking attention, formal premature reply
 Level 2 – Focus on the words, missing the intent expressed nonverbally
 Level 1 – Opportunity to gather new and useful information

 Active Listening Skills
 Prepare to listen
 Prepare to take notes
 Show you are listening
 Ask questions
 Restate customer main points and concerns
 Nonverbal communication
 The way you react, move, look and listen shows people if you care, if you’re being honest with them and how well you’re listening and paying attention to them. The gestures we make, how close we stand, how much eye contact we make, the way we sit and how fast or how loud we talk; all send strong messages. These messages don't stop when you stop speaking either. Even when you're silent, you're still communicating nonverbally.
 Handling Customer Complaints
 Employees learn how to empathize with the customer in an appropriate manner record the complaint, what kind of details to capture, where the complaint should go after being recorded, etc. Customers get irritated with employees who don’t know how to handle their complaints. This can make a bad situation much worse. On the other hand, employees who are trained in handling complaints can prevent impending disasters and build customer loyalty.

References
In Listrning Skills Training. Retrieved Jun. 14, 2015, from