7 Steps to Facilitate Exquisite Listening

Aim: To explain how readers can improve their listening skills thereby improving communication with clients and client retention rates.

Outcome: At the end of this module the reader will:

  • Understand the concept of ‘exquisite’ listening and the Flow Process model to facilitate exquisite listening; and
  • Apply the described steps in that model when communicating verbally with clients.

Abstract: Truly listening to clients and making them feel like the most important person in the world, is a skill worth developing. It enables you to build a deeper connection with the client, reducing the risk of losing the client to someone else, or being replaced by a computer. The seven steps of the Flow Process are outlined. Following this process can help readers know when to talk and what to say when they are focusing on listening to clients.