Customer-oriented approach through active listening

idd
Kundenorientierte Ansprache durch aktives Zuhören
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Cultural Fit

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Communication

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Total time 50 minutes

Active listening is a relevant professional competence in customer counselling. The e⁠-⁠training presents tips on how to activate one's own "curiosity mode" in order to gain information from the counterpart in conversations and avoid misunderstandings. Another key aspect of active listening is to pay attention to the gestures and facial expressions of the other person and to clarify unspoken issues early on in the conversation.

Teaser

Target group

  • Managers in the distribution of insurance products

  • Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in the mediation or provision of advice.

Learning objectives

  • Be able to use active listening as a method in conversation

  • Recognising the needs of the counterpart and ensuring a customer-oriented approach

  • Use active listening techniques to gain information.

  • Perceiving and addressing hidden messages

  • Be able to hear exactly what the customer needs to ensure a customer-focused approach

Competencies

Working in a team
Coordinating
Showing caution
Working within a network

Authoring tool

Rise

Methods

Animated illustrative videos
Enacted scenes
Transfer tasks
Key messages
Knowledge Check
Interactive elements
Moderated video lectures
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