Active Listening Training

Active Listening Skills Course Outline

Presented by Dr. Marcus Clarkson

Overview

We've all been there, nodding along in a meeting when our mind has already moved ahead to those deadlines in the afternoon, or suddenly realising we missed the main point our colleague was making with those confusing matrices. I recall visiting a plant in Adelaide where the production manager said the biggest problem for him was not machinery, or budgets but that this team felt unheard. Sound familiar?

Active listening isn't just about not talking when others are speaking. This is about making a true connection, an understanding, that changes a work relationship and causes a real business result. This is a training program that tackles the daily communications problems that are currently costing Australian businesses millions in lost productivity, staff engagement and customer satisfaction.

Using role plays and hands on experience, people will learn the listening skills that exceed just being a good manager and make an extraordinary leader, and ordinary customer service into an extraordinary experience.

Learning Objectives

By the conclusion of this course, they will be able to:

Show them the tricks to concentrate in order to get rid of mental distractions during talk conversations

Use open questioning techniques to identify hidden issues and needs

Identify and react in an effective manner to verbal and non verbal communications

Use reflective listening skills to verify comprehension and establish rapport

Navigate hard conversations without getting defensive or reactive

Apply memory enhancing techniques to recall and act on the information discussed

Establish a team culture in which team members feel truly listened to and appreciated.

What You Will Learn

Chapter 1: The Birth of True Listening

Differentiating between hearing and listening and recognising their own listening barriers and the resulting business impact of poor communication. We will find out why multitasking during our conversations comes at a price that none of us may have realised.

Module 2: Taming the Inner Noise

Tools for working with the mental distractions, being present for tough conversations and clearing the mental space for actual focus. In this workshop you'll learn the simple behind the scenes "pause and breathe" technique that has instantly shifted hundreds of workplace interactions.

Module 3: The Art of Good Questions

For excerpts of strategic questioning beyond superficial responses. Find out how one perfect question at just the right moment can change a life forever, perfect for helping the right question at the right moment can change a life forever perfect for helping influence!

4: Reading Between the Lines

Reading between the lines of body language, tone, and what people fail to mention. Sensing emotional nuances and reacting in a way that encourages trust and openness.

Module Five, reflective listening in action.

Learning the art of paraphrasing and summarising to check for meaning. This alone could sieve out 80% of the miss communications at the workplace.

Module 6: Managing Emotional Conversations

Maintaining calm and clear headed when discussions become heated or emotional. Learn to take an objective yet empathetic approach.

Module 7: Remember and Act

How to embrace top concepts and follow them up right. Transform listening into action that builds credibility and trust.

Training Methodology

Interactive workshops with peer to peer practice

Based on authentic Australian workplace scenarios for role play parties

Video analysis of communication patterns

Personal planning and goal setting

Breakout and reflection exercises in small groups

Take home resources and reference materials

Duration and Format

Program Details Full Program: 1 day full day workshop |Duration: 7 hours including breaks OR Part Program: 2x half day workshops |Duration: Half day, 2 sessions one week apart Location: Perth Training venue with break out rooms for practice time Group Size: 16 participants maximum ensuring participants receive individual feedback and enough interaction with Jane to learn from her experience

Expected Outcomes

Attendees will receive practical tools they can use right away to improve team interactions and minimise miscommunication and customer care. Studies have shown that companies that invest in active listening training can experience significant increases in employee engagement scores within 3 months.

Concluding Remarks

Listening, actively, is key to being a good leader and customer service provider. The capacity to really listen to listen and to hear others in today's pacey business world isn't just a nice to have it's a must have for success. These practical, proven methods will enable participants to put into practice what they've learnt right away, while transforming the way they interact with co workers and influence business results.

People excel, remain longer and offer more when they're truly heard. This is what people mean when they talk about active listening, and it's what this course gives you.