An Infopeople Workshop - December 2004-April 2005
Workshop Description - html
Workshop Materials
- Agenda - doc [126k] - pdf [18k]
- PowerPoint Presentation - ppt [299k]
- Exercises
- Ex. 1: Building Rapport - doc [37k] - pdf [7k]
- Ex. 2: Simplifying the Language - doc [38k] - pdf [7k]
- Ex. 3: Communication with ESL Customers - doc [40k] - pdf [10k]
- Ex. 4: Listener Filters and Barriers - doc [39k] - pdf [10k]
- Ex. 5: My Listening Inventory - doc [40k] - pdf [10k]
- Handouts
- Four Types of Listening - doc [39k] - pdf [8k]
- Basic Attributes of the Customer-Friendly Attitude - doc [42k] - pdf [14k]
- Myths about Listening - doc [37k] - pdf [7k]
- Personal Action Plan - doc [41k] - pdf [12k]
- When You Can't Fill a Request - doc [56k] - pdf [13k]
