Listening for Laymen: Communication with Clients & Co-Workers
     •  Why Is Listening Critical For Business Professionals?
     •  The Bottom Line: Effective Listening...
     •  What You'll Learn
     •  Who Benefits Most From Attending?
     •  About the Faculty
     •  Contact Us

Why Is Listening Critical For Business Professionals?
     Business professionals rarely have an opportunity to develop what is arguably the most important form of communication---listening. Intended to address this existing developmental need, "Listening for Laymen: Communication with Clients & Co-Workers" provides business professionals with applied listening practices, increasing their communication competence and elevating the quality of service rendered to clients and co-workers.

     By delineating five components of the listening process; describing internal, external, and systemic communication challenges that make effective listening difficult; and identifying ways business professionals can more competently work with clients by pro-actively engaging effective listening resources in practices, this workshop directly addresses client and co-worker relationships in connection with competence, communication, and professionalism. The workshop concludes with attendees drafting and presenting customer service role-play scenarios, challenging participants to engage their newly acquired listening resources in professionally bound practices. By increasing their ability to diligently engage in effective listening practices with clients and co-workers, business professionals who attend this workshop pro-actively embrace the professional responsibilities and obligations that are a hallmark of established best business practices.

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The Bottom Line: Effective Listening...
•   Improves understanding and aids in defining clear expectations, promoting client satisfaction that, in turn, results in repeat business and influential word-of-mouth endorsements.
•   Increases productivity, maximizing time-on-task whether working with clients or co-workers.
•   Strengthens performance, translating into professional and organizational profitability.

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What You'll Learn
•   To appreciate the difficulty of accurately, completely, and non-judgmentally summarizing another's words.
•   To employ summarizing and paraphrasing as effective listening practices.
•   To distinguish the act of hearing from the process of listening.
•   To classify five components of the listening process.
•   To recognize internal, external, and systemic communication pitfalls that make effective listening difficult.
•   To identify pro-active listening resources and practices that can facilitate effective listening with clients and co-workers.
•   To pro-actively engage effective listening resources in practices with clients and co-workers.

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Who Benefits Most From Attending?
•   C-Level Executives and Top-Tier Management
•   Middle Management, Supervisors, & Team Leaders
•   Salaried & Hourly Staff
•   Anyone Who Interacts Closely With Clients/Customers

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About the Faculty
     Currently serving as an Executive Director of Ketchcom Development, Inc., Eric Paul Engel has provided organizational learning and communication development services for over a decade to private, government, and non-profit organizations, including the Pentagon's Information Technology Agency, Purdue University, and the University of Missouri. A prolific writer and orator, he has facilitated over 750 workshops, seminars, and classes addressing over 1500 participants total. Mr. Engel is a member of the National Communication Association (NCA) and the Association for Continuing Legal Education (ACLEA).

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Contact Us
     To learn more about how Ketchcom Development, Inc. can help your organization capitalize on improved professional and organizational communication competence, contact us.

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