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Our consultancy, training and employee engagement strategies are based on the latest research provided by Chartered Institute of Personnel & Development (CIPD) and Engage for Success. When and where appropriate, we use marketing leading psychometrics and personality profiling such as Myers Briggs Type Indicator (MBTI), FIRO-B and Strength Deployment Inventory (SDI) to support our business coaching, team building and customer service training.

#Listen to understand professional

Based in Northampton, United Kingdom we are the leading employee engagement specialist in Northamptonshire, enabling businesses to improve their business performance by increasing the motivation, professional development and skills of their people. We provide leadership & management and customer service excellence training and coaching across all business sectors. Theory (noun): a set of ideas, based on evidence and careful reasoning which offers an explanation of how things work or why things happenīeyond Theory is an independent training and development consultancy. TheseĪre the benefits that listening to understand v listening to respond will bring.īeyond (noun): something that lies outside the scope of the ordinary experience However your relationship with the other person may be stronger as a result. Maybe your point of view may not have changed. Once you have listened to understand you can then be in a better position to respond. Use empathy to respect and see the other person’s perspective. Instead work hard to understand what is being said and how it is being said. You may have against the person or the topic being discussed. Set aside any conscious or unconscious bias Whether dealing with an employee, a team member, your boss or a customer make a real effort to listen to understand what is being said. Not easy when we’re time pressured and expected to come up with immediate solutions.īut pausing is worthwhile. Resist those temptations to jump in with your immediate solution. If we hold back and even ‘park’ our response we may understand Unfortunately this quick response can often shut out what the other person is wanting to tell us. We can be tempted to respond very quickly and with the best intention. Our response is likely to be formed from our Often words are said that trigger a response. However this voice can also get in the way. It helps us make judgements that keep us safe. You're already having an internal conversation with yourself. What do you hear? My guess is that there is a voice in your head making sense of what you’re experiencing. Now pause yourself for a moment and listen to yourself very carefully. Make your judgement - are these people listening to understand or listening to respond? Or maybe are they listening to each other at all?

Take a look at the video clip below which was live on television just a week ago. In essence, the difference between listening

This blog focuses on the attitude needed to listen effectively. Our blog in March focused on listening skills. Terms and Conditions for Beyond Theory Limited.Equality of Opportunity & Diversity Policy.Danielle King – Internal Quality Assurance.

#Listen to understand how to

Webinar: ‘Customer Complaints – how to go from Ouch to.

Customer Journey and Customer Service Standard Setting.

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Customer Service Excellence Plus Training.Customer Service Training Courses & Webinars.

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To update your business leadership and management Use our Beyond Theory TV video library as a resource

360 Feedback for Leadership Development.

Thomas Kilmann Conflict Instrument (TKI).

Personality Profiling and Psychometric Testing.

Becoming an Engaging Leader – Masterclass.

Bespoke ILM Recognised training programmes.