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Listening exercise for call centre


I am training new and existing employees on soft skills. Does anyone have any suggestions on Effective listening exercises. Long or short. These employees on in a call centre.

Maria Santiago

3 Responses

  1. tips/exercises/pointers etc.

    Firstly, some exercises

    – Listening duplication
    – Chinese whispers

    Listening body language

    – Lean forward in your chair
    – Concentrate on every word
    – make gestures such as nodding and reaffirming statements such as “I see” and “uh huh” even when on the phone

    – Make notes at all times
    – Paraphrase to show that you’ve been listening (“so what you’re saying is…”)

    Finally, I read somewhere that when you are waiting for your turn to talk, your tongue is pressed against your top two teeth. When you are listening, your tongue is relaxed in your mouth. Weird but seemed to be quite accurate!!!

    Anyway, hope this helps


  2. Listening Skills Exercise
    One exercise which I use which focuses on listening skills is the following:
    When delegates return from break, start reading an extract from an article, you can do things such as turning your back, covering your mouth, speaking in monotone etc. Once you have finished ask delegates to grab a pen and paper and read out each question (usually 5) which relates to what you have just read out.
    Once you have checked the answers, you should only get a few right answers, you can ask what happened and why no one got 5 out of 5.

    The reasons/points they raise are aspects of listening that we sometimes take for granted, but need to be considered such as: being ready, being aware of any barriers, etc

    If you want to email me [email protected] I can send you some of the articles that I use – anything will do, as long as you can get about 5 questions from the content. I find the more bizarre the better. My favourite one is about Salmon Farming in Scotland!

    I might also be able to dig out some other listening exercises that I used to use when I worked for a Contact Centre




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