Active Listening for Understanding and Building Trusting Relationships

At the end of this training, the participant should be able to:

• adopt a non-judgmental attitude

• use the techniques of active listening in different situations

• improve their relational efficiency in interpersonal communication

• Introduction

• • Why is it difficult to listen?

  • Paying attention, hearing, describing

  • Enhancing the consciousness of one’s environment in the present moment

• The challenges of active listening

• • Avoid communication pitfalls

  • Explore different ways of listening

  • Distinguish between facts, opinions, feelings and judgments

• Using the techniques of active listening

• • Definition, advice, implementation

  • Ask the right questions

  • The different uses of reformulation

  • Observe and listen to what is not being said: paralinguistic and non-verbal elements

• Listening in delicate situations

• • Aggressiveness, conflict, customer complaints, manipulation…

  • (Re)establish a trusting relationship by listening without judging

Anyone wishing to better understand their interlocutors and improve their ability to listen, as well as their professional relationships.