The Role of Goal-Oriented Listening and Empathetic Communication to Improve Customer Interaction

To register for this webinar please follow this link: https://zoom.us/webinar/register/1517227123461/WN_ne2Ibx1CTwGilI1ADEYZzA. Sessions are free and available only to members of the Michigan library community. Registrants will receive instructions and a link to attend the session directly from PCI after they register.

Want to master the art of exceptional customer service? This interactive workshop, equips attendees with essential communication techniques to navigate any customer interaction. Based on the latest research in effective communication, the program equips attendees with goal-oriented listening techniques, diffusing techniques, and empathetic communication. By applying these communication techniques, attendees will be able to build trust and address concerns effectively.

This program is designed for anyone who interacts directly with the public. Investing in these communication skills will not only enhance the customer experience but also improve efficiency and reduce conflict.

At the end of this training, attendees will be able to:

• Define the key elements of goal-oriented listening and diffusing statements.
• Evaluate the effectiveness of communication skills and identify areas for improvement in customer service interactions.
• Apply goal-oriented listening, diffusing statements, and empathetic communication techniques to navigate customer interactions.
• Reflect on their current communication practices in customer interactions to identify areas for improvement.

Instructor: As an interpersonal and family communication scholar, Jordan Allen brings 10 years of teaching and researching experience to help people improve communication in their daily lives. Jordan has published research in several communication journals, including The Journal of Family Communication, Communication Theory, and Communication Annals. She has also contributed chapters to books on a range of interpersonal and family communication topics, including research methodologies, interpersonal conflict, family relationships, and twin communication, to name a few.

PCI Webinars are recorded and available to members of the Michigan library community in the Library of Michigan's Niche Staff Skills Academy about a week after they air. New webinars will be in the New category for several weeks. You do not need to register for a webinar in order to view it later in the Staff Skills Academy.

This project was made possible in part by the Institute of Museum and Library Services and the Library of Michigan.