Course Outline
Module 1: Principles of Active Listening

• Components of effective listening

• Barriers to active listening

• Case study: How listening reduced call times by 25%

Module 2: Empathy in Action

• Verbal and non-verbal empathy cues

• Validating customer feelings

• Workshop: Practice empathetic responses

Module 3: De-escalation Through Listening

• Recognizing escalation triggers

• Calming techniques through listening

• Role play: De-escalating an angry customer

Module 4: Root Cause Identification

• Probing questions technique

• Uncovering underlying issues

• Group activity: Identify root causes in case studies

Module 5: Integration Practice

• Comprehensive skill application

• Peer feedback session

• Assessment: Handling complex emotional scenarios