Course Topics

Communication Skills: The Art of Listening and Questioning

Course Overview:

If ’Silence is Golden’ and ‘Talk is Cheap’ then ‘Listening certainly is Priceless!"

Many people tell us one of their key issues is getting themselves heard when speaking with a company; Remember these people are potentially your customers so start listening now.  Now unless the person you are communicating with knows how to listen your message will certainly be lost or misconstrued.

Synergy will teach you how to listen effectively, not only to the content of another's words but to their underlying meaning, needs and emotions. In learning how to listen you will become a master of communication.

Whereas knowing how to ask the right Question is the key to unlocking the information you need by knowing the client’s needs their wants and what state of mind they need to be in to make that purchase.

To be successful in business, you need to have accurate information and to achieve this you have to master the art of asking questions. The reason a question is asked is to acquire information. Businesses need to spend a great deal of time learning about their clients. To be in control of a discussion you need to be the one asking the questions, this will lead and direct the client to the successful outcome you want to achieve.

Synergy will give you the keys to unlock the information you need to become a profitable business.

Who will benefit from attending this Training?

Call Handlers, Call Centre Staff of all Levels, Managers, Sales Managers, Sales Reps, and Marketing Executives, those whose work depends on effective relationships: with others where misunderstandings and poor judgment are to be avoided.

Course Outline:

For more information or a full course outline email us at  with your requirements.

Course Content:

Self Appraisal:

  • identify a range of verbal and non-verbal factors which affect others; examine current work relationships and identify problem areas; explore and satisfy individual needs; personal barriers.

Barriers to Effective Communication

  • Identifying and using different communication styles
  • Why do we not communicate effectively?
  • The impact of the company culture
  • Understanding the other person's perspective

The Impact of Poor Listening and Questioning

  • Creating confusion and misunderstanding
  • Losing new ideas and stifling creativity
  • Causing frustration and demotivation

Good Listening Skills

  • Actively listening - not just hearing
  • The importance of body language - detecting unconscious non-verbal patterns
  • Developing empathy - learning how to listen for feelings
  • How to absorb an unpalatable message
  • Improving your concentration when listening
  • Demonstrating appreciation of the other person's point of view

Good Questioning Skills

  • Understanding when and how to ask a question
  • What is the purpose of questions?
  • Taking the time to question - rather than answer
  • Dealing with enquiries - getting the facts
  • Using probing techniques to gather information
Personal Development:
  • Action planning - the essential next steps
  • Continuous professional development - what next?
Key Benefits
By the end of this course you will be able to:
  • Communicate Effectively
  • Gain new information through effective questioning techniques
  • Pick up on hidden messages
  • Listen for feelings as well as meaning
  • Use techniques to check and build understanding
  • Increase your confidence when communicating face-to-face
Training Methodology:

The training process is based on a carefully planned mix of succinct tutor input - with practical illustration of tools and concepts, group work on case studies (all video based - and lively), feedback, and selective work on individual issues in pairs. Team involvement and working enable a strategy to be created from start to finish. The Training is based on the 4 mat systems to enable complete learning. There will also be some opportunity for role play. You will receive an electronic toolkit within the material for subsequent everyday use.

Let Synergy come to you !

Did you know Synergy can come to you and deliver this workshop ‘In Company’ at your own venue or location. If you have three or more people who you would like to benefit from attending this workshop our trainer can travel to you and deliver the same specification of course for your staff at a fraction of the overall cost.

If you’d like to know more about this option email us at  – our operations team manages all of our ‘In Company’ events and we can talk you though the logistics, pricing and whether you’d like the workshop as advertised here or something tailor made just for your business.

We have several packages on offer so contact us today.

What is Continuing Professional Development (CPD)?

Continuing Professional Development (CPD) is a personal commitment to keeping your professional knowledge up to date, improving your capabilities, proving commitment and competency in your profession. It focuses on what you learn and how you progress throughout your career, helping you gain more credibility within your industry, with your employer, clients and gain competitive edge over your peers.

Being actively committed to CPD may in the future:
  • Improve your Resume
  • Maintain professional recognition
  • Showcase your achievements, attributes and your brand
  • Accelerate your career prospects
  • Deliver job satisfaction: ensuring you are Career focused
  • Reassure your Employers and Stakeholders that you are upto date and competent
How do I gain CPD recognition:

By attending Synergy Courses you can be assured that attendance, completion and certification will be rewarded by CPD points. To help advance your professional status CPD recognition is awarded on both public workshops and in-house courses, being dependent on the number of hours spent learning. On request Synergy Training Group will provide a certificate of attendance for you to use as evidence and to attach to your record card.

A number of our courses are accredited, endorsed or approved by a number of Learning & Development and Professional Bodies and Associations for more detail please contact us at 

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