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Catalogue

Active Listening for Understanding and Building Trusting Relationships

Développement Personnel

Description

Objectives

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


Programme
  • 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


Target Audience

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



Modalités

Support de cours

Course material will be provided at the beginning of the course.

Lieu
Chambre de Commerce Luxembourg
7, rue Alcide de Gasperi
L-1615 Luxembourg
Luxembourg
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