Listening Skills

Objectives
To analyse and increase understanding of the techniques of effective listening. Discuss the skills of communication and focus on the art of active listening.

Course Content
Self-Appraisal:
identify a range of verbal and nonverbal factors which affect others
examine current work relationships and identify problem areas
explore and satisfy individual needs
personal barriers.

Conversation Openers:
the first impression
the importance of the initial stages of conversation
how a lack of listening at this stage can prove to be damaging.

Passive Listening:
the use of eyes and acknowledgement tools
learning to be controlled when confronted with a passive listener
the tendency to over-compensate with unneeded phrases and words
holding the listener's gaze.

Acknowledgement Responses:
appropriate expressions and kinesics
paralinguistics
supportive acknowledgement responses
keeping the speaker at ease.

Communication Breakdown:
background interference
how misunderstandings, misconceptions and poor judgment are the probable outcome of interference
judgmental interference
critical responses.

Active Listening:
reflective listening - rephrasing pertinent points and returning them to the speaker
using reflective listening in conjunction with passive listening and acknowledgement responses
the prevention of misunderstanding.

Listening Skills:
the essence of communication in listening
hearing and understanding
the fundamental advantage of reflective listening.

Practical Application at Work:
how to apply a listening style
participants agree upon methods of implementation and discuss their own strengths and weaknesses as listeners.

Action Plan:
participants plan and discuss what they will do on return to work.