You have been hired by Smith& Associates to design a customer-focused listening workshop for the CSRs in her organization.

• Describe three focused listening topics you would use in this workshop. For each topic, explain why you selected the topic and what is the benefit to the CSRs.
• Create 3 assessment samples [one for each topic above] of effective listening to test the listening skills and cognitive abilities of the CSRs.For example, what can you do to testparticipants so you know they understand the focused listening topic?