Glisten Training is a professional development training company that is founded on the principle that anyone works better if they truly know how to communicate and listen. So many of us think we know how, but few truly do.
This is the only professional development training company that focuses exclusively on exclusively communication skills, rooted in evidence-based practice, experience of management and customer service, and expertise developed over a decade of listening on helplines.
Julia B. Florentine (MRes, MPhil, MBPsS) is Glisten Training’s Director, Lead Trainer, and Executive Coach.
She first encountered active listening while at Nightline, a student mental health helpline, while studying Psychology at Oxford University and later University College London (UCL). There she trained hundreds of volunteers in listening skills.
After a decade of helpline experience, alongside several years in management and customer service, she has developed a unique and specialised approach to teaching professionals to work better with excellent communication.
Glisten Training is founded on the principle that anyone works better if they truly know how to communicate and listen. So many of us think we know how, but few truly do.
For good rapport and productivity, communication is essential in management and customer service. It's linked with many KPIs including Net Promoter Scores and First Call Resolution Rates. Specialist training is essential for any sector, including the service industry, sales, marketing, consultancy, legal, medical, charity, telecoms, IT and much more.
We believe that you learn best by doing, so expect to practice listening in the course and a very interactive style of teaching. Group training and tutorials involve a diagnostic exercise, demonstrations, and practise role-plays with personalised feedback.
Julia takes a fun and personalised approach to training. All our training starts with a brief explanation of why listening is so crucial in your specific line of work. Then we discuss the 5 CLEAR keys to professional communication. Julia tailors role-play exercises to suit what you would practically encounter in your sector.