Course curriculum

  • 1

    The HONEY Comb Method Continued

    • Lending an Ear
  • 2

    Active Listening

    • Introduction & Learning Objectives

    • Tips and Techniques for Active Listening

    • Activity Introduction

    • Activity 1

    • Video Activity

    • Recap
  • 3

    Addressing Customer Concerns

    • Introduction & Learning Objectives

    • Rephrase, Relate & Reassure

    • Reading Between the Lines

    • Recap

    • Wrap Up Activity
  • 4

    Buzzing the Hive

    • Introduction & Learning Objectives

    • Assessing the Initial Concern & End Goal

    • Digging Deeper

    • Activity 1

    • Activity 2

    • Recap
  • 5

    Daily Reflection

    • Reflection