✅ Learning Outcomes:
- Understand and practice active listening techniques.
- Respond to client needs with empathy and professionalism.
📘 Content:
1. What Is Active Listening?
Active listening means fully focusing, understanding, and responding thoughtfully during conversations.
2. Techniques:
- Maintain eye contact (video calls)
- Use verbal affirmations (“I understand”, “Go on”)
- Paraphrase what the client says to confirm understanding
- Take notes during conversations
3. Showing Empathy:
- Acknowledge client concerns without defensiveness
- Express genuine interest in their goals
- Use phrases like:
“I understand how important this is to you.”
“Let’s find a solution that works for both of us.”
4. Impact of Empathy:
- Builds trust
- Encourages repeat business
- Diffuses tension during misunderstandings
🛠️ Activity:
Role-play a client call where:
- The client gives negative feedback.
- The learner must apply active listening and empathetic responses.