About This Course
Understanding and interpreting information correctly is the foundation of excellent workplace service. Whether the instruction is verbal, written, or implied through tone or body language, your ability to clarify requests and follow up with the right questions can dramatically improve your service outcomes. This course breaks down the different types of communication, shows why misunderstandings happen, and offers a step-by-step method to avoid them.
You’ll explore how to use active listening techniques and questioning strategies to ensure clarity and build stronger relationships with clients, colleagues, and stakeholders. Through real-world examples and practical scenarios, you’ll develop the confidence to ask the right questions and respond accurately—no matter how the request is delivered.
By the end of this course, you will:
- Identify various forms of workplace requests and communications.
- Recognise why instructions may be unclear or incomplete.
- Apply active listening techniques to improve service delivery.
- Use clarifying, probing, and funnel questioning techniques.
- Prevent service disruptions through better understanding and follow-up.
Topics Covered:
- Methods of Clarifying Information or Requests
- Understanding Requests
- Listening to Build Working Relationships
- Questioning Techniques
- Real World Examples
Course Duration: Approximately 20 minutes
Access to Course: 7 days from date of purchase
