Thank you and goodnight
Featured in the Listening Skills training manual
By Jessica Madge
Category: Communication Skills
Credit price: 3 download credits (Single user)
In many situations we need to bring conversations to a close. But we don’t just want them to end. We want a specific kind of outcome. This can only be done if we have the skills to take control of the conversation and steer it towards the outcome we want. This outcome could be a sale, a satisfied customer, a decision, or a handshake over a deal. Without closure skills we risk letting the sale, the deal, or the agreement slip away. Conversations that drift on in an uncontrolled way also take up valuable time. In this training activity, the skills of drawing conversations to a close are identified and practised.
To start this training activity, participants work in small groups to identify the situations in which they want to bring conversations to an end, the skills they can use, and the way they will use them. Next, in a series or role-plays, they practise the skills in restaurant scenarios, controlling and concluding conversations with customers.
Who is it for: This training activity is intended for use by trainers to help participants identify and practise the skills needed to control a conversation in order to bring it to a successful conclusion.
- Themes:
- Advanced listening skills,
- Dealing with complaints and aggression,
- Fault diagnosis,
- Management and supervision,
- Interviewing,
- Appraisals,
- Absence,
- Performance management,
- Client handling,
- Selling,
- Negotiating,
- Influencing,
- Assertiveness,
- Emotional intelligence,
- Counselling,
- Mediation,
- Meetings,
- On the telephone,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:35:00 |
| No of Pages: | 17 |
Resources: View standard resources for Fenman training activities
Additional resources: Small tables (one for each group), Some snack food (optional), Clipboards for participants (optional).
Purpose: This is an advanced training activity for people who already have a range of communication skills. It could be used as part of a course on topics such as call handling, complaint handling, sales, negotiation, counselling or chairing meetings. It could also be used in a call centre environment where controlling the length of a conversation is a key skill.
Download the training activity, Thank you and goodnight as featured in the Fenman training manual; Listening Skills