Webinar - The Art of Listening to What People DON´T Say

When listening to customers and colleagues, it is as important to understand what they don't say as what they do say. We are all guilty of cloaking messages and there can be a number of reasons for this. Being left to read between the lines can have disastrous consequences.
By being able to listen for subliminal messages and nuances in communication and identifying the reason for why someone is communicating in a certain way, we can avoid any problems manifesting themselves in the future and we can better understand the true meaning behind a
message.

The skills of listening to what people don´t say is as critical as the skill of actively listening to what people do say. The skills taught in this webinar will add great insight and value to the relationships you build with customers and colleagues.

By the end of the webinar, participants will be able to:

• identify the importance of being able to recognise what people don´t say as well as what they do say.
• understand the psychology behind what drives people to communicate in a way that means their true message is not what they are actually saying.
• implement a strategy to ensure people feel confident communicating with you an open and clear manner.

Jeff Heasman Bio:

Jeff Heasman is a professional trainer who holds a bachelors degree in law from the University of Glamorgan and a masters of law degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults.
He spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company he dealt with insurance claims arising from many worldwide jurisdictions, with a particular focus on public and
employers’ liability claims.
A former Dean of the Faculty of Law and lecturer in law at Cavendish University in Zambia, as well as a tutor in Legal English at Swansea University, Jeff now provides training in insurance law, practice and language to prestigious insurance organisations and companies throughout the world.