Call back

Training & Development: Improving Communication and Listening Skills

Free «Training & Development: Improving Communication and Listening Skills» Essay Sample

The training model consists of few essential components. It needs an assessment, design, and development of training module as well as its implementation and evaluation of the training. This paper will focus on developing a program for Customer Service training. The main aim of this project is to improve the communication and listening skills because there are competencies, which are essential for effective interacting with customers.


The first step is creating of a list of basic analysis questions. To do this, the design team needs to meet with all stakeholders (Delvin, 2015). The main aim of these meetings is to determine expectations and concerns related to outcomes. This is a question-based process. Stakeholders normally have to answer to nine questions, for example, “When will you be satisfied with the outcomes of training?”; “Could you describe the success?”; “Why does the company need training course?”; “What makes requirements to customer services so different that the company needs new training course?”; “What kind of data one has to incorporate in the course?”, “Do we need a new training program at all?”; “Could we cover this material using other methods?”; “What is the budget?”; “What is the buy-in?”.


Title of your paper
Type of assignment
Number of pages
Academic Level

The designer team conducts face-to-face interviews with stakeholders to collect answers to the list of questions presented above. Then it organizes focus group to gather content data. This group includes customer services representatives (CSRs) as well as other employees that could help to determine what kind of competencies CSRs need to possess in order to deliver excellent service. The designer team also studies complaints and support situations to indentify main issues. As the result of content analysis process, the team concludes that the training course should cover such competencies as active listening, clear communication, negotiation, and persuasion.


After completing a basic analysis, the designer team determines the objectives for the training course and offers stakeholders to review them and give a feedback. The team changes the objectives if it is necessary. The next steps are choosing of a delivery method, selecting of activities, and determining the methods of evaluation.

Training Session

The duration of the training is about 30 minutes, so the program includes only two activities. Each of them lasts for about 15 minutes. The objective of the first activity is improving communication as well as negotiation and persuasion skills. One asks the students to look at their notes for 60 seconds without moving or saying something. This allows reaching an awkward silence in a room. Then the trainer asks them how they felt during this quietness. One also offers the students to imagine how they would feel if the trainer was explaining his actions. For example, how they would feel if the instructor said that he/she was searching something in the notes. “Would be the silence so awkward in this case?” the instructor may ask. This example demonstrates how customers feel when CSRs do something without explanation his/her actions. The trainer also explains the students that providing of short narrative allows dealing with customers’ concerns and creating a contact with them to make people more relaxed (Salomonson, Aberg, & Allwood, 2012). The instructor provides few examples of how representatives of different professions can use this approach in communicating with customers. The first one is a team, which changes the oil in the car. The second example is a dentist putting sharp instruments in a patient’s mouth. The trainer asks students to imagine how they would feel without hearing any explanations in these situations. Then he asks them where they need to give explanations in their work. The last question gets a discussion in a group of three or four. It lasts for three-five minutes. After that, the instructor asks someone from each group to tell about main points of their discussions.

Benefit from Our Service: Save 25% Along with the first order offer - 15% discount, you save extra 10% since we provide 300 words/page instead of 275 words/page

Order now

The objective of the second activity is to develop listening skills. First, the trainer explains that strong listening ability is very important in customer service, especially when the customer is upset, stressed or angry (Salomonson et al., 2012). Then he/her asks students to discuss responses to some of his/her statements (for example, “I need another job,” “I believe that we could improve our financial performance if we changed our follow up”). Each discussion lasts for three minutes. In the end of both conversations, students review responses of each pair and make group discussions. In the end of activity, the trainer makes a summary. He/she says that some responses reflected feelings, the others had an aim to clarify something or state facts. The kind of responses depends on a situation. The trainer stresses that the main idea is that listening is a work. To be a good listener, the person should be completely engaged in a moment. This ability requires practice, but it can greatly improve customer service.

In the end of these two activities, the trainer makes a short summary about the importance of constant development of listening and communication skills. To check the effectiveness of the training session, the instructor asks few questions. First, students need to tell why it is important to explain to customers what you do. Second, the trainer asks them to give examples from work where they can apply this method. Third, the supervisor asks to respond to his/her statements (For example, “I do not know how to turn on this product”, “Your new product is much better that the old ones”). Both activities of this training program are very practical. The trainer should encourage students to continue to improve these skills in their work. Particularly, he/she recommends them to explain their actions as well as listen actively to customers and respond to their statements, especially when clients are angry and worried (Salomonson et al., 2012). The advantage of this training program is that one can present these activities both together and separately.  If the trainer chooses to offer activities on different days, the training session will last for about fifteen minutes. 

Top 30

Get the most experienced writer in the relevant discipline!

Hire a TOP writer for $10.95


The most important components of the development phase are creation of materials and pilot testing. The following training program needs only charts reflecting the main ideas of activities. As for pilot testing, the designer team organizes the training session for CSRs. The participants of this testing should carefully evaluate the work of the trainer and leave the feedback in the end. In particular, individuals should say what they liked the most and which points were not logical or clear. The designer team reviews the opinions of participants of the pilot session. If the recommendations are reasonable, the developers make changes. However, the success of the training greatly depends on a supervisor and his/her skills. In particular, the trainer should have excellent communication and listening capabilities. The instructor should be able to evaluate the needs of the audience and respond to them. Besides, he/she should set a contact with students and be ready to make instant adjustments if necessary. The pilot testing allows seeing all these details about the trainer and giving him/her useful recommendations about the ways of improving his/her work.


VIP support services: extra attention is guaranteed!

Hire a VIP support for $9.99

Besides, the designer prepares series of additional activities, which one could use in case if the audience does not respond well to the exercises offered above. The length of each activity is about 15 minutes. Their aims are the same. Particularly, they are to help to improve communication skills. In addition, one 15-30 minute training session is not enough for significant improvements, so one could use the materials for CSRs with weaker skills.

Additional Activities

One of the activities could cover the topic of good manners. First, the supervisor presents the theme of the routine and then asks students to work in pairs to discuss the influence of the words “please” and “thank you” on setting the tone of customer interaction. Then the instructor asks the audience to say something as if they talk to a client. They should say the phrase two times. The first variant should have polite words, and the second one should be without any of them. There is also a performance of this task in pairs, and it lasts for about three minutes. The instructor carefully listens to what students say. When the time is over, he/she asks them how such words as “please” and “thank you” set the tone of conversation with a customer. Students should answer that polite words reflect the degree of professionalism and make the communication positive (Gibson, 2012). After that, the supervisor asks four-five pairs to demonstrate their examples of using these words in work-related situations. The next step is group discussion of importance of using them. The supervisor should ask students whether they say “please” and “thank you” during their working day. If they say “no”, the trainer should ask them how they are going to introduce polite words in their communication with customers. Students respond to the last question in pairs. The discussion should last for about five minutes. In the end of the routine, the supervisor asks few pairs to share their ideas. For example, students could start with “Thank you for your call” in the end of phone conversations. Someone from the group should note the ideas of implementing polite words into communication. In the end of the training session, one will return these notes to students.

Affiliate Program: Earn 10%

from all orders made by people you bring.

Your people also get 17% discount for their first order.

The second additional activity is using smile in communicating with customers. The supervisor introduces the topic by asking students about their attitude to the phrase of Louis Armstrong: “Smile and the whole world smiles with you.” The right answer is that smile is useful in most of cases. Then the instructor asks students to work in pairs looking at faces of each other. One of partners should smile and observe what occurs. Over one minute, the trainer should ask whether they received a smile in return. The expected response is that most of the group members smiled to their partners back. This happens because humans normally mirror body language of each other unconsciously. Then the supervisor asks students to work in pairs again and create two lists. The first one should include the reasons why smile is appropriate in their work. The second list should contain the cases when smile is not appropriate. Students have about three minutes for completing their lists. The supervisor should walk around the classroom to hear their responses. For example, students can say smile is appropriate because it can enhance the customer’s day or improve interaction with him/her (Turnali, 2014). However, one should avoid smile in sad situations.

5 % off

For more than

30 pages
10 % off

For more than

50 pages
15 % off

For more than

100 pages

Implementation and Evaluation

After completing pilot testing, making all necessary adjustments and producing materials, one recommends the training course for implementation. In the end of each training, there is a performance of an evaluation. Trainers and managers need them for checking the effectiveness of the program and making changes if necessary (Hodell, 2016).  For example, students can demonstrate how they respond to difficult customers or how they avoid silence during communicating with clients.  Besides, there are cases when one performs the evaluation after the training. For example, designer team can check the changes six month after the beginning of the course. Trainers and students should say whether it has improved the ability of their company to respond to customers’ needs.


In conclusion, the training model includes five phases, such as analysis, design, development, implementation, and evaluation. The first one includes analysis of groups’ needs. It revealed that the group requires the training addressing the customer service; particularly, individuals need the improvement of their listening and communication skills. The second phase includes the range of different training options. Overall, the paper contains four variants of instructions. Each of them lasts for about fifteen minutes, so one could use them either together or separately. In particular, there is a recommendation to apply the activity that covers the importance of avoiding silence during interacting with customers. Another recommended activity is about the impact of appropriate responses to a client’s words. It develops listening skills of individuals. If the group does not respond well to these activities, there are also two additional ones about the importance of smile and polite words in communicating with customers.  The third phase is development. It includes pilot session and creating charts for activities.  One could effectively use the first for checking how well potential students react to training ideas. The fourth part is implementation. It starts when one completes the performance of all the materials and program’s adjustments. The last phase is evaluation. In fact, the supervisor makes constant evaluation during training and in the end of it. Besides, there is also an appraisal six month after the training. The indicator of the program’s effectiveness rises regarding to customers’ satisfaction. Overall, the training is very practical. The focus is on gaining communicative and listening skills. The main requirement for the supervisor is to encourage students to practice their capabilities. He does not give any theoretical recommendations about communication and listening. The training does not have any additional materials. The supervisor only uses charts to visualize the topic of activities and distributes students’ notes in the end of training sessions.


Absolute Confidentiality

Our company never discloses clients’ personal information to anyone.


Original Papers

Every paper is protected against plagiarism by specialized plagiarism detection software.


Timely Delivery to Beat any Deadline

Simply put, we do not miss deadlines even the tightest ones.


24/7 Customer Support

Whenever questions arise, feel free to get in touch with us during day and night.

Buy Essays Online from Us to Resolve Your Academic Challenges

Cannot write an ordinary essay or a complex thesis or dissertation by yourself? Do not worry since we have online solutions for every client. We are the most credible writing company where you can order an academic paper of any type. Whether you want to buy essays online, short-answer questions assignments, reaction papers, book reports, or any other projects, contact our academic writing agency. We know that students often face tough challenges through the academic years and want to help them ease their burden.


It is no secret that students are obliged to submit numerous writing tasks, which are a part of their educational curriculum. If you are one of those students who experience troubles while creating memos, research papers, concept maps and other pieces of writing, you may become extremely worried about the outcome, especially if the deadline is fast-approaching and instructions are perplexing. Our professional essay writers can help you handle your assignments and improve your final grades. So, do not hesitate to ask us for writing assistance.

We are here to help those desperate students who would like to get a perfectly written term paper, dissertation chapter, synopsis, grant proposal or any other work with completely authentic content. We do understand that the submission of plagiarized academic writing projects may lead to negative consequences such as unsatisfactory grades or even suspension from an educational establishment. In case you do not know how to create original content, order custom essays online from us. The qualified and professional essay writers comprising our team are experts in producing authentic texts. They always write papers from scratch and make proper citations, which means top-notch academic writing material is guaranteed. Thus, buy essay paper writing at if you desire to receive impeccable projects.


Title of your paper
Type of assignment
Number of pages
Academic Level

Buy Essay Paper Writing and Enjoy a Variety of Services Offered

Since students are assigned the tasks and projects of diverse nature, they strive to find the online company that can provide them with not only an essay writing service but also a spectrum of others that could help them cope with their assignments. is the company that offers a broad range of professional essay services. Some of them are listed below:

  • Professional essay editing. You have produced your custom essay but you are unsure whether it is correct in terms of sentence construction, clarity of text, etc. No problem! Submit your essay online to us and expect to be delivered a flawless work.
  • Valuable rewriting. We can reword any type of text. Thus, do not delay submitting your paper to us. Be confident that the rewritten document will be focused on the same topic and deliver the same messages as the original one.
  • Great formatting. Whether you buy essays online from us or the papers of other kinds, be certain that the citation style indicated in the order form will be applied correctly. We are conversant with all formats.
  • Remarkable proofreading. If you hesitate about being able to correct all punctuation errors, misspelled words, typos, etc. in your piece of writing, hire our proofreaders. They can easily spot all mistakes and correct them.

Regardless of the custom essay service you intend to use, you can be confident tha the final output will be outstanding since we are the experts focused on superb results. We realize that education matters a lot to you and it is not always easy to reach the objectives which you have defined for yourself. However, our custom essay writing team is here to assist you in the best way possible. So, do not panic if you don’t have a clue about how to create a powerful custom essay. Instead, turn to us to use our remarkable essay writing service.

Huge Discounts for Loyal Customers Who Regularly Order Custom Essays Online from Us


For more than

30 pages



For more than

50 pages



For more than

100 pages


Continue placing orders on our website and you will be provided with generous discounts for your loyalty. The discount rate depends on the number of pages ordered. The increasing number of orders presumes the rise of discounts from 5% to 15%. For example, if you buy 30 pages in total, you will receive a 5% discount on the future orders. In case you purchase 50 pages in total, you will get an opportunity of receiving a 10% discount on your next orders. When your assignments total 100 pages, you will be offered a 15% discount on the next orders. The most interesting fact is that such type of discount is called “life-time” and you will have an opportunity to use it as much as you need. Try our essay writing service now!

Why Should I Order an Essay from Your Website?

Have you ever thought about the cases when you cannot cope with a huge amount of home tasks and numerous academic papers that have to be written within a short time frame, whereas some other students get the best grades with ease? It is no longer a secret – they use online essay writing services and do not spend even a minute on writing boring essays and research papers.

When using a valuable academic writing service, one gets a wonderful opportunity to have some free time and manage it in their own way. Students get a chance to devote their attention to something other than studies. For example, they can take up a new hobby, try the kind of sports they have been dreaming of, enhance their personal development, etc. A worthy essay writing service is a great tool for those who want to make their academic life easier and more interesting. With a superb service at hand, students may stop bothering about the constant need of doing endless assignments, lab experiments, tests, etc.

If you also want to save your time and efforts just like other students in your class, make an order on our website and get numerous advantages:

Your paper will be assigned to the best writer, who specializes in your subject. It means that an expert writing specialist will complete your assignment according to your demands, so that you can get the desired grade.

You will have 48 hours (1-19 pages) or 30 days (20+ pages) for a free revision if you think that some requirements have not been followed by the writer. Please remember that this option requires keeping initial guidelines the same.

If you buy an essay online from our agency, be confident it will belong to you only. We never resell our clients’ orders as we value both their trust in us and our reputation. So, full ownership is granted!

On our website, you can buy essay papers at attractive prices that won’t hurt your budget. Just access our “Prices” page to see what rates we charge for different types of papers. Y0u can even determine the cost of your work before ordering it.


Use discount code first15 and

Get 15% OFF Your First Order!


Advantages of Cooperating with Our Professional Essay Writers

The question “Where to buy essays online?” is acute for a large number of students who cannot handle their assigned projects on their own. You have to be careful while choosing an agency to buy an essay paper online from, especially when it goes about some unknown online writing companies. There are more and more fraudulent providers on the Internet and students often become their victims by investing money into their scam services.

However, our company is known for providing a remarkable essay writing service. We have a big client base and we receive a lot of positive feedback on our work. We know how to satisfy customers’ demands and deliver superior quality services to every student.

If you buy an essay paper or that of any other kind from our online writing company, be certain that your professor will not even assume that it was written by another person. By using the writing service offered by our agency, you can confident of receiving a genuine paper written according to your specifications. You will not find a similar paper on the web, we guarantee!

One of the most important aspects to consider when choosing us to buy an essay online is our writers. We have a very strict hiring process since we want our writing team to comprise only highly knowledgeable and experienced specialists. We employ only the best writers on the writing market. Whenever you buy an essay or a complex dissertation, we will find the most suitable writer to accomplish your writing task.

We employ only professional essay writers who are degree holders and are able to take into consideration all customers’ needs. Here is a list of benefits you can gain if you hire one of our experts to write an essay online for you.

  • Your writer will carry out detailed research on your topic and gather all appropriate materials to make sure that your topic is covered fully.
  • The assigned expert will carefully analyze the collected data and determine the order of presenting it.
  • The specialist working on your assignment will structure it coherently so that it looks visually attractive and is easy to read.
  • Your writer will complete the given task according to the indicated citation style. Therefore, you no longer need to spend hours reading rules of formatting not to lose points for the paper.
  • If you buy essay papers on our website, have no doubts that it will contain all the required visual material, i.e. charts, tables, diagrams, etc.

If you want to write an essay or research paper on your own, you will have to spend many hours in the library and browse numerous online databases to find appropriate materials. However, our professional essay writers can do everything more effectively and according to the indicated deadline. So, buy essay assignments from us to ease your academic workload. You only have to place an online order.


Simple Ordering Process: Buy Essay Assignments with Ease!


Submityour paper details


Payfor the order


Downloadyour paper


Only a Few Clicks to Buy Essay Writing of Top Quality

The process of using our essay writing service is indeed rather simple. It requires our customers, who want to order an essay online from, to fill out a comprehensible form and that’s all. So, to buy essay paper writing from us, you need to:

  1. Provide broad guidelines about how to deal with your assignment. Indicate the deadline, topic, number of words, spacing, citation style, etc.
  2. Pay for your assignment. We offer several reliable payment methods which you can use to buy an essay online from us. Once the transaction is verified, your assignment will appear in our system.
  3. Communicate with your expert if required. We have created an effective system for online communication between our clients and writers. So, you can always send your specialist a message if such a need arises.
  4. Download your completed paper. Once your deadline expires, your assignment will be uploaded to your account at Additionally, the copy of your completed project will be sent to your email.

So, why waste your time if you can order an essay from us and forget your worries and troubles? Our academic writing team is always ready to assist you in overcoming your academic difficulties. Thus, feel free to use our essay writing service to achieve the desired success!

Use disount code first15 and
Place your order now
Online - please click here to chat

Coherent Cookies Policy: our aim is customer satisfaction! We guarantee complete security, fully customized content and perfect services. Read more »

It’s Ok