Listen First, Ask Later, Listening Skills and Probing Questions Game

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Listen First

Ask Later

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What are probing questions?

Open ended questions that reveal more about the situation

Questions about a slender medical instrument

Questions about the 1929 Stock Market Crash

Strike!

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What are active listening skills?

A communication skill that involves going beyond hearing the words

Listening while excersizng

Listening only about their activities

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How can we ask probing questions?

Asking them questions based on the information they provide

Asking them about the weather

Asking them about what they had for dinner

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How can we avoid asking redundent questions?

Asking the caller for their DOB if they are placing an order for their spouce

Asking the member if they have medicare if they are calling about the MRA

Providing benefits based on information we can infer from their request

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How can we better our active listening skills and ability to ask probing questions?

Telling the member about your previous caller

Listening intently to the caller's question

Watching netflix during a call

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very good!

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How can we build upon our ability to ask leading questions?

Ask questions with the information the member has already given you

Get up and leave while the call is still active

Ask the member about their favorite ice cream

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What is the best way to assist a member who doesn't know what their problem is?

Ask open ended questions

Tell the member you dont know

Tell the member what you would do if you were them

Strike!

very good!

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What would be the best option to improve call flow?

Ask the same question over and over again

Ask informed questions

Don't ask any questions

Strike!

very good!

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Well done!

START OVER?

ohNo!

TRY AGAIN