Active listening - e-book

Learning Outcomes

• Define active listening and its key components
• Identify ways to become a better listener
• Use body language to reflect a positive listening attitude
• Understand the difference between sympathy and empathy, and when each is appropriate
• Create a listening mindset using framing, positive intent, and focus
• Be genuine in your communications
• Understand the communication process
• Ask questions, probe for information, and use paraphrasing techniques
• Build relationships to create an authentic communication experience
• Identify common listening problems and solutions