EDGE Academy Course:
Strategic Listening for Customer Experience and Team Leadership
4 weeks
Overview:
Listening is a Business Imperative. Poor listening drives customers away, leads to employee turnover, costly mistakes, downward interpersonal spirals, and results in failed change initiatives. In today's competitive landscape, organizations that excel at listening gain measurable advantages: higher customer satisfaction scores, reduced service escalations, improved employee retention, and more successful transformation efforts.
Current challenges include information overload, digital communication fatigue, compressed decision timelines, and managing diverse stakeholder expectations during rapid organizational change. Leaders report that listening breakdowns contribute to project failures, customer complaints, and resistance to new initiatives.
This workshop addresses real workplace scenarios: de-escalating frustrated customers, conducting effective one-on-ones with remote team members, facilitating difficult conversations during restructuring, and creating psychological safety for innovation. Participants practice listening techniques that build authentic connections across generational and cultural differences while managing the complexity of modern customer and employee expectations.
Workshop
Objectives
By the end of the workshop, the participants will be able to:
1.
Practice courageous listening by staying fully present during difficult conversations and conflict situations without becoming defensive or shutting down.
2.
Build trust through empowering conversations that help others feel heard, valued, and motivated to share honest feedback and innovative ideas.
3.
Collaborate across differences by listening actively to diverse perspectives from different generations, cultures, and communication styles.
4.
De-escalate tense situations by using listening techniques that calm frustrated customers and team members while finding solutions together.
5.
Create safe spaces for real talk where people feel comfortable sharing concerns, mistakes, and breakthrough ideas without fear of judgment or retaliation.
Why Courageous
Listening Matters
Listening breakdowns cost organizations millions through lost customers, high turnover, failed projects, missed opportunities, and resistance to change initiatives. In today's fast-paced, digitally saturated work environment, leaders face information overload, compressed timelines, and increasingly diverse stakeholder expectations that make effective listening more challenging yet more critical than ever.
Organizations that master listening skills see measurable returns: higher customer satisfaction, reduced escalations, improved retention, and successful transformations. This workshop addresses the reality that listening is no longer a "soft skill" but a fundamental business competency that directly impacts the bottom line and employee relations, equipping participants with practical techniques to build trust, navigate difficult conversations, and create the psychological safety necessary for innovation and authentic collaboration in modern workplaces.
Why Effective
Listening Matter
Listening breakdowns cost organizations millions through lost customers, high turnover, and failed projects. In today's fast-paced work environment, leaders struggle with information overload and diverse stakeholder expectations that make listening more challenging than ever.
Organizations that master listening skills see measurable results: higher customer satisfaction, reduced escalations, and improved retention. This workshop recognizes that listening is now a critical business skill, not just a "soft skill." Participants learn practical techniques to build trust, navigate difficult conversations, and create safe spaces where everyone feels heard and valued, leading to better collaboration and innovation across all teams.
Workshop Components
Audit listening for effectiveness through real-time customer service scenarios and team interactions
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Identify systemic barriers to effective listening in remote, hybrid, and high-pressure environments
Master different listening approaches to enhance customer satisfaction and team performance
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Develop empathetic listening practices that build trust and reduce conflict
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Recognize listening blockers that damage customer relationships and employee engagement
Apply four strategic listening frameworks for customer service excellence and change leadership
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