| ACTIVE
LISTENING |
| a one-day workshop |
| This
workshop helps the learner listen to the direct and implied messages
of others. Communication
skills of paraphrase, feedback and overcoming barriers to listening
are covered along with an assessment of listening skills. |
WORKSHOP CONTENT
Unit 1: COMMUNICATION
STYLE
 |
Do
you prefer to process information through your sense of:
sight, hearing, touch? |
|
How
will this affect your work with your supervisor, co‑workers,
trainees and customers? |
Unit 2:
LISTENING
BARRIERS
|
Which
of these listening barriers do you need to continue to work at:
|
|
 | Word
meaning?
|
| One-way
communication?
|
| Listening
speed?
|
| Anger and trigger
words?
|
| Projecting your
experience?
|
| Tone of voice?
|
|
Unit 3: LISTENING
TOOLS
|
Which
of these listening tools will you try to use: |
|
| Paraphrase?
|
| Acknowledge
instead of problem solve?
|
| Asking appropriate closed questions?
|
| Asking
appropriate open questions?
|
|
Unit 4: FEEDBACK TOOLS
|
Feedback tools are used to inform others how they affect
you: |
|
| Describe
rather than judge
|
| Stick to the here and
now
|
| Be
specific
|
| Direct it toward
behavior the other can do something about
|
| Well
timed
|
| Asked
for
|
| Other person
is capable of using the information
|
| Paraphrase
|
|
Unit 5: EXPANDED LISTENING SKILLS
|
3 behavior
styles
|
|
DESC
scripting
|
METHODS: Lecture, demonstration, discussion, exercises, visuals, handout
materials.
EXPECTED OUTCOMES
At the end of the training, the
participant will be able to:
| 1. |
Avoid misunderstandings by identifying barriers to effective listening
with customers, co-workers and others.
|
| 2. |
Improve productivity by practicing strategies to overcome listening
barriers.
|
| 3. |
Understand others better by practicing the use of listening tools.
|
| 4. |
Improve communication with others by using feedback tools. |
Click here to return to in-house workshops:
Communication
Skills
