Course Overview
Active listening is a vital communication skill that goes beyond simply hearing words,it’s about fully focusing, understanding, and responding with intent. This interactive training helps participants sharpen their listening skills to build trust, reduce misunderstandings, and improve teamwork, customer service, and leadership effectiveness.
Course Objectives
By the end of this course, participants will be able to:
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Define active listening and explain its role in effective communication.
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Identify common barriers to effective listening.
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Apply core active listening techniques in real conversations.
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Respond with empathy and constructiveness during workplace discussions.
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Use active listening to improve collaboration and resolve conflicts.
Target Audience
This training is ideal for:
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Employees and team members
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Supervisors and managers
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Customer service and sales professionals
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HR and leadership professionals
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Mentors, counselors, and coaches
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Students and interns
Course Content
Module 1: Understanding Active Listening
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What is active listening?
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Key principles of effective listening
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Hearing vs. listening
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Benefits of active listening in the workplace
Module 2: Common Listening Barriers
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External distractions and interruptions
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Internal assumptions and judgments
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Emotional responses and personal bias
Module 3: Core Techniques of Active Listening
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Paying full attention (eye contact, posture, being present)
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Paraphrasing and summarizing
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Asking clarifying questions
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Using affirmations and minimal encouragers (e.g., “I see,” “Go on…”)
Module 4: Empathy and Emotional Presence
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Listening with empathy and emotional intelligence
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Picking up on tone, mood, and unspoken cues
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Responding neutrally and supportively
Module 5: Practicing Active Listening
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Role-play exercises
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Real-life workplace scenarios: team feedback, conflict resolution, client communication
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Peer feedback and personal reflection
Course Duration
2.5 hours