The Healthcare Professional’s

Listening for Meaning and Emotion

5-1/2" x 8-1/2", softcover, 11 pages, 5 copies per pack, PLUS Leader’s Guide. $32.95. Table of Contents Leader’s Guide Sample Section Order Now

Whether your staff is working with patients, their family members, physicians, or others, listening is the foundation of good customer service and the single most important service skill.

And while people assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers.

Helping your staff develop the specialized expertise necessary to listen attentively, interpret information, question effectively, and take action requires ongoing effort.

Now you can give your staff the training they need to become better listeners with Listening for Meaning and Emotion.

The guide begins with the nine techniques needed for “service listening.” And while many of these techniques come naturally, the key to becoming a better listener is to identify, understand and practice them.

The second section covers the special issues encountered when dealing with challenging speakers, those with foreign accents or communication difficulties. There’s even a self quiz that will help your staff evaluate their current skills and pinpoint areas for improvement.

To learn more about The Healthcare Professional’s Listening for Meaning and Emotion, you may read the sample section, Listening is a skill. You’ll see how much useful, skill-building information is packed into a brief section of this practical guide.

The Healthcare Professional’s Listening for Meaning and Emotion is provided in packages of five. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff.

Leader’s Guide

To help you get the most from your training program, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the program to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques and refreshers to continue to reinforce the message long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more that you can use to conduct your training like a pro.

Table of Contents