Module 16: Active Listening – the 4th Communication Skill

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Section 2	Ultimate Customer Service Toolkit lessons	-
Module 1	Module 1: Success Recipe - the Difference that Makes the Difference!
Module 2	Module 2: The Vital Ingredient - Attitude is Everything!
Module 3	Module 3: Developing the RA-O! Factor
Module 4	Module 4: Study of Communication - Visual, Verbal and Vocal Factors
Module 5	Module 5: Developing a Language of Influence and the PANEL Method
Module 6	Module 6: Give a WIIFY!
Module 7	Module 7: Apply the Second Option Technique!
Module 8	Module 8: Follow the UPOD Rule!
Module 9	Module 9: Apply the KISS Principle
Module 10	Module 10: Managing Difficult Conversations (1): The Tape Technique
Module 11	Module 11: Managing Difficult Conversations (2): The FPQ Technique
Module 12	Module 12: Managing Difficult Conversations (3): ABC Technique
Module 13	Module 13: Managing Difficult Conversations (4): Reframe Technique
Module 14	Module 14: Vocal Power - 5 Key Ingredients of our Vocal Communication
Module 15	Module 15: Questioning Skills and Probing Techniques
Module 16	Module 16: Active Listening - the 4th Communication Skill
Module 17	Module 17: Rapport - the Golden Thread
Module 18	Module 18: Matching Back
Module 19	Module 19: A Winning Call Recipe - The Corporate Welcome (1)
Module 20	Module 20: A Winning Call Recipe - The Corporate Goodbye
Module 21	Module 21: The Written Word and 10 Rules of Netiquette