1. ESTABLISHING A POSITION
Lessons:
This course teaches the basics of Framing a conversation. Framing is used to set the perspective of the conversation and brings to light important facts to make a case clear.
- Lesson 1: Framing
Framing a conversation is critical in making a purpose clear. If you leave room for interpretation the conversation may go in places you do not want it to. - Lesson 2: Anchoring
Anchoring is important to setting the tone of the conversation. It is a way to manage the clients expectations. - Lesson 3: Using Corroborating Evidence
Evidence is a powerful way to both frame and anchor a conversation.
Scenario: In this test scenario the user will visit an auto repair representative on site in their place of business to negotiate pricing. The user must frame the conversation, hold their ground, and in some cases lightly negotiate with the vendor using facts extracted from the repair estimate.
2. ACTIVE LISTENING
Lessons:
The Active Listening module consists of 3 lessons in which the three key Active Listening skills (Natural Paraphrase, Empathetic Paraphrase and Evoking Questions) are taught. After all 3 lessons have been completed, trainees will be able to put their knowledge to the test in a conversation.
- Lesson 1: Natural Paraphrase
The Natural Paraphrase is useful for making the speaker feel heard. It is a way to make sure you have correctly understood what the speaker has said. - Lesson 2: Empathetic Paraphrase
The Empathetic Paraphrase is useful for building trust. It is a way to show respect and to reassure the speaker that their emotions are valid. - Lesson 3: Evoking Questions
Asking an evoking question lets the other person in the conversation know that you’re genuinely interested in what they have to say, and can help you to gather valuable information that you may have otherwise missed.
Scenario: In this test scenario the user is having a conversation with a 3rd Party claimant who has come to their office. The user will put their active listening skills to the test as they frame the conversation, hold their ground, and in some cases lightly negotiate with the claimant using facts extracted from police documents.
ESTABLISHING A POSITION
Lessons:
This course teaches the basics of Framing a conversation. Framing is used to set the perspective of the conversation and brings to light important facts to make a case clear.
- Lesson 1: Framing
Framing a conversation is critical in making a purpose clear. If you leave room for interpretation the conversation may go in places you do not want it to. - Lesson 2: Anchoring
Anchoring is important to setting the tone of the conversation. It is a way to manage the clients expectations. - Lesson 3: Using Corroborating Evidence
Evidence is a powerful way to both frame and anchor a conversation.
- Lesson 1: Framing
Framing a conversation is critical in making a purpose clear. If you leave room for interpretation the conversation may go in places you do not want it to.
- Lesson 2: Anchoring
Anchoring is important to setting the tone of the conversation. It is a way to manage the clients expectations. - Lesson 3: Using Corroborating Evidence
Evidence is a powerful way to both frame and anchor a conversation.
Scenario: In this test scenario the user will visit an auto repair representative on site in their place of business to negotiate pricing. The user must frame the conversation, hold their ground, and in some cases lightly negotiate with the vendor using facts extracted from the repair estimate.
ACTIVE LISTENING
Lessons:
The Active Listening module consists of 3 lessons in which the three key Active Listening skills (Natural Paraphrase, Empathetic Paraphrase and Evoking Questions) are taught. After all 3 lessons have been completed, trainees will be able to put their knowledge to the test in a conversation.
- Lesson 1: Natural Paraphrase
The Natural Paraphrase is useful for making the speaker feel heard. It is a way to make sure you have correctly understood what the speaker has said.
- Lesson 2: Empathetic Paraphrase
The Empathetic Paraphrase is useful for building trust. It is a way to show respect and to reassure the speaker that their emotions are valid. - Lesson 3: Evoking Questions
Asking an evoking question lets the other person in the conversation know that you’re genuinely interested in what they have to say, and can help you to gather valuable information that you may have otherwise missed.
- Lesson 1: Natural Paraphrase
The Natural Paraphrase is useful for making the speaker feel heard. It is a way to make sure you have correctly understood what the speaker has said. - Lesson 2: Empathetic Paraphrase
The Empathetic Paraphrase is useful for building trust. It is a way to show respect and to reassure the speaker that their emotions are valid. - Lesson 3: Evoking Questions
Asking an evoking question lets the other person in the conversation know that you’re genuinely interested in what they have to say, and can help you to gather valuable information that you may have otherwise missed.
Scenario: In this test scenario the user is having a conversation with a 3rd Party claimant who has come to their office. The user will put their active listening skills to the test as they frame the conversation, hold their ground, and in some cases lightly negotiate with the claimant using facts extracted from police documents.
