Virtual/Instructor-led training

Active Listening Techniques

Introduction

Active listening is an essential skill, valuable in both personal and professional contexts. It means fully engaging with the speaker, grasping their viewpoint, and responding to convey that understanding.

In this session, participants will gain insights into active listening techniques. These techniques will not only enhance their communication abilities but also bolster their relationships with colleagues, clients, and team members.

Details​
  • Key Active Listening Skills: Attending, Understanding, and Responding.
  • Differentiating Between Active and Passive Listening.
  • Strategies to Maintain Focus and Avoid Distractions During Conversations.
  • The Art of Nonverbal Communication: Eye Contact, Body Language, and Nodding.
  • Questioning Techniques to Encourage Further Dialogue and Clarification.
  • Developing Empathetic Listening Skills to Understand the Speaker’s Perspective.
  • Building Rapport Through Validation and Acknowledgment.
  • The Link Between Active Listening and Building Trust and Rapport.
  • Questioning Techniques Game: Participants engage in a game where they take turns asking open-ended questions to their peers, practicing questioning techniques that encourage further dialogue and clarification.
  • Listening Skills Self-Assessment: Participants complete a self-assessment questionnaire to evaluate their active listening skills, focusing on attending, understanding, and responding effectively to assess their strengths and areas for improvement.
  • Storytelling and Active Listening Workshop: Participants pair up and take turns sharing personal stories, practicing active listening while the speaker recounts their narrative, emphasizing the development of empathetic listening skills and rapport building through acknowledgment and validation.
(included in Half-Day and Full Day sessions)
  • The SOLER Framework: The SOLER framework is a widely recognized model for nonverbal communication and active listening. It emphasizes the importance of:
    • Squarely facing the speaker
    • Open posture
    • Leaning towards the speaker
    • Eye contact
    • Relaxation, which contributes to attentive listening.
  • The Four Levels of Listening – Otto Scharmer: Otto Scharmer’s framework identifies four levels of listening: downloading, factual listening, empathetic listening, and generative listening. It helps participants understand the depth of their listening and how empathetic and generative listening can lead to better communication and trust-building.
  • The HURIER Model: The HURIER model represents a set of active listening skills, each represented by a letter: Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding. It provides a structured approach to active listening, focusing on various aspects of the listening process.