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
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.
Support de cours
Le support de cours sera délivré en début du cours.