One of the employees asks for help from a colleague, but he is too preoccupied to understand what ‘s needed. You give instructions to your employees but they can’t seem to follow them. You try to give your manager feedback about your workload, and she gets upset. These are all too typical work situations!
The art of
effective listening is a critical component of effective communication in order to handle these situations so that you and your organization benefit.
Becoming a good listener can not only solve daily business problems, but also solidify working relationships, enhance self-esteem, and improve career performance.
Course Description
- Understand the difference between hearing and listening
- Improved comprehension of other points of view
- Gather more vital information
- Provide more accurate answers to questions
- Ability to “listen” for non-verbal cues
Overall course goal
Develop a personal listening plan to help build relationships, work more efficiently, make fewer mistakes, and develop skills leading to professional advancement.
Listening Topics Covered
- Learn the 15 keys to listening comprehension and the avoidance of miscommunication.
- Practice the AIM listening principle – Attention, Interest, and Motivation.
- Understand 5 ways to ask questions to get what you need – including “Suppose…?” questions that can break a deadlock and “the five Ws” for getting facts.
- Know the difference between open-ended and closed-ended questions and when it’s more effective to use each kin .
- Use the PRC technique to manage a long-winded speaker – Paraphrase, Reflect, and Close.
- Learn the barriers to effective listening and ways to remove them.
- Use the 5 rules for giving effective feedback and practice the SBI theory – Situation, Behavior, and Impact.
Training Kit Includes
An Instructor's guide to assist you in set-up, presentation and more; an electronic copy of the workbook with the license to print up to 25 copies; and PowerPoint slides to highlight important information.
Training Methodology
Lecturettes, buzz groups, group observations, workbook exercises, role plays, and PowerPoint slides
Participants 10-25
Learning Time-frame One day