Basics of customer-oriented communication according to Schulz von Thun in the insurance industry
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The e-training explains how misunderstandings often arise in communication and how they can be reduced. The focus is on the "four ears model" by Friedemann Schulz von Thun. Participants learn what typical reactions there are to the different forms of interpretation - the "four ears" - and how they can become aware of their own tendency to interpret statements in conversations. This promotes client-oriented communication.
Teaser
Target group
Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in the mediation or provision of advice.
Managers in the distribution of insurance products
Learning objectives
Using the "four ears model" by Friedemann Schulz von Thun, recognise which messages are being sent by clients at the relationship level.
Getting to know one's own listening and speaking behaviour
Know the different levels of communication and use them for communicating with insurance clients.
Be able to communicate coherently with insurance clients and colleagues and reduce friction caused by misunderstanding what is being said and heard
