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 why someone is communicating in a certain way, we can avoid any problems manifesting themselves in the future and 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.

Speaker

Jeff Heasman, International Trainer at Insurance Upskill

Jeff Heasman is a leading international trainer and is recognised throughout the world for his work around soft skills within the insurance and financial services industries. Jeff holds both a bachelors and masters degree in laws and after many years of experience working within the legal and insurance industries as a litigation executive and senior liability adjuster, Jeff subsequently qualified as a language instructor and is a certified practitioner member of the Academy of Modern Applied Psychology.

Jeff has been Dean of the Faculty of Law at Cavendish University Zambia (CUZ) in Africa, where he was also a lecturer in the law of torts. He has also been a tutor in law and language at Swansea University. He has delivered courses in Business English to MBA students and company directors

at ESIC University in Pamplona, Spain. He still provides personal tuition in communication skills to executives in banks and financial services across the world but especially in Turkey and Spain.

Jeff has delivered many public lectures on subjects such as the law of torts and plain language and has provided training in insurance law and practice to some of the world's largest and most prestigious organisations, as well as regularly providing seminars for the Chartered Insurance Institute (CII) and Chartered Institute for Securities and Investments (CISI). Jeff is often asked to write blogs and articles for different organisations on law, skills and communication, including for the global industry newspaper, The Lawyer. He has taken part in media debates on the insurance industry in the UK and has also appeared on national television and radio in various countries, primarily talking about professional communication skills. He maintains close links to the insurance industry by providing plain language editing services to help companies ensure their documents are readable and accessible for customers.

Learning Objectives

• 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 where their true message is not what they are actually saying.
• implement a strategy to ensure people feel confident communicating with you in an open and clear manner.

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