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Course Overview This training course explores the principles of Active listening and its importance both in and out of the workplace. Delegates are shown a range of techniques which they can use to improve their ability to listen and understand another person's message, to hear beyond words, straight to their actual meaning. Audience Delegates who are looking to improve communication and interpersonal skills in their working environment. Skills Gained After the course delegates will be able to: - Explain what is active listening
- Demonstrate an understanding of the importance of listening within communication using role play
- Recognise the different levels of listening
- Describe the qualities of a good listener using the course ware
Prerequisites None required. Course Outline What is Active Listening? 'Good' & 'Bad' examples in personal, social occupational situations The Willed Intent to Attend Choosing to Listen to... - Understand someone
- Enjoy someone
- Learn something
- Give help or solace
Interpersonal 'Styles' - Needs and Wants
- Caring
- Competence
- Emotions
- Intimacy
- Rejection / Alienation
- Interpersonal Influence
Real vs Pseudo-listening Agendas in Pseudo-listening Blocks to Listening Comparing Mind Reading Rehearsing Filtering Judging Dreaming Identifying Advising - Sparring Being Right Derailing Placating A Matrix for understanding the 4 Types of Listening Passivity/Action in listening Assertiveness & Receptivity in listening Effective Communication Inner behaviour - Empathy
- Openness
- Awareness
- Silence
- Congruence
Outer behaviour - Reflecting
- Paraphrasing
- Summarising
Probing - The Purpose of Probing
- Probing Guidelines
- Probing Questions
- Hypothetical Questions
- Guidelines for Asking Questions
Integrated Listening - Eye contact - Body Language
- Feedback
- Clarification
- Avoid Distractions
- Commitment to the person
- Silence
Attending to language - Vocabulary
- Tense
- Repetition
- Disclaimers
- Subjunctives
- 'Freudian' slips
Recognising and Handling Mixed Messages - Observations
- Thoughts
- Feelings
- Wants
Hidden Agendas and Intimacy Changing Hidden Agendas from: - I'm Good
- I'm Good (but you're not)
- You're Good (but I'm not)
- I'm Helpless, I suffer
- I'm Blameless
- I'm Fragile
- I'm Tough
- I Know it All
Follow On Courses - Communication Skills
- Conducting successful Meetings
- Customer Service Programme
- Effective Minute Taking
- Essential Telephone Selling Skills
- ILM Level 2 Introductory Certificate in Team Leading
- Influencing & Persuading
- Key Skills Development Programme
- Managing & Resolving Conflict
- Personal Power and Communication in Management
- Recruiting & Interviewing Skills
- Sales Development Programme
- Telephone Skills & Assertiveness
- Upselling
- Act! Introduction
- Access Introduction
How to make a booking for the cm63642 course
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