Active Listening Training

Woman discussing in front of her colleagues

Duration 1 day workshop

Overview

Poor listeners could be costing your company millions.

According to a recent Inc. study of 400 corporations surveyed across the US and the UK, poor listening skills were estimated to cost companies millions of dollars each year in lost revenue, due to low productivity and mistakes.

And yet, listening is a skill that can be easily learned.

Active listening means listening to understand, rather than listening to respond. The reason that active listening is so powerful is that it gives others a sense of truly being ‘heard’ and validated when another is expressing themselves.

What’s more, it will result in less misunderstanding and fewer disagreements.

Active listening requires us to be present, and focus only on the conversation taking place, without interruption or distraction. Learning the skill of active listening has numerous benefits for teams and organisations, including that it builds trust, facilitates mutual understanding, assists in resolving conflicts and overall, helps to build stronger relationships.

Active listening is a skill that assists in leadership, sales, business development, project management, customer service and any virtual interaction, including call centre roles. People who are able to listen actively form stronger relationships with others and are considered to be more empathetic, non-judgemental and accepting.

Target Audience

This program, delivered by Glass Rock Solutions, is designed for individuals and teams in customer facing roles including, but not limited to, call centres, sales, service desk and project management.

Assessment

Participants will be assessed four times in one day in their practice of active listening.

Learning Outcomes

  • Understand and utilise the structure of active listening.
  • Utilise the three pillars of active listening.
  • Understand the purpose of your listening and the importance of this.
  • Understand how to pay attention effectively when you are actively listening.
  • Understand body language that will support active listening.
  • Understand and use the structure of ‘providing feedback’.
  • Understand the importance of suspending judgement and the need to ask questions.
  • Understand how to energise a conversation through the process of active listening.
  • Able to hold and lead a conversation through the process of active listening.
  • Able to data mine effectively post actively listening.
  • Uses the ‘Response Structure’ to respond appropriately and thoroughly.

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