How to Successfully Communicate by Listening to What Others Are Saying and Knowing How to Effectively Respond in A Clear and Concise Manner
Communication skills are at the heart of everything we do each day, whether at home, at work, or at play. Active listening encompasses the best of communication, including listening to what others are saying, processing the information, and responding to it in order to clarify and elicit more information. This one-day workshop will help participants develop and practice their active listening skills.
Every one of our training programs is uniquely designed and tailored to meet your specific circumstances and objectives. Here are some examples of the type of topics and material that would be covered in your Active Listening training… At the end of this workshop, you will be able to:
- Define active listening and its key components
- Identify ways to become a better listener
- Use body language to reflect a positive listening attitude
- Understand the difference between sympathy and empathy, and when each is appropriate
- Create a listening mindset using framing, positive intent, and focus
- Be genuine in your communications
- Understand the communication process
- Ask questions, probe for information, and use paraphrasing techniques
- Build relationships to create an authentic communication experience
- Identify common listening problems and solutions
For any great organisation the people are its most valuable asset. Your people are employed to achieve your business goals. The Upfront Communications ‘Active Listening’ training is an essential ‘enabler’ for bringing out the best in your team. Business benefits as reported by previous course attendees include: Better communication both internally and externally leading to reduced recruitment costs from frustration and miscommunication in teams and management as well as cost savings and increased business from listening to your customers requirements. Active listening means that we try to understand things from the speaker’s point of view. It includes letting the speaker know that we are listening and that we have understood what was said. This is not the same as hearing, which is a physical process, where sound enters the eardrum and messages are passed to the brain. Active listening can be described as an attitude that leads to listening for shared understanding. When we make a decision to listen for total meaning, we listen for the content of what is being said as well as the attitude behind what is being said. Is the speaker happy, angry, excited, sad…or something else entirely?
This training is primarily aimed at staff directly involved in customer service but anyone with any contact with customers will benefit. We’ve had thousands of people from varying skill levels from frontline right through to CEOs from many different industry verticals attend and complete the course. Both the individuals and the companies sending them on the course experience the benefits of the training. Other groups in addition to customer service staff who we’ve seen benefit most include:
- Customer Service Teams and Managers
- Sales Professionals and Sales Support Staff
- All Front Line And Support Staff In Contact With Customers
- Brand Ambassadors in contact with the public or press
- Receptionists, Telephonists and Public Ambassadors
We can custom-tailor the course to every level and audience depending on your requirements.
Following an initial consultation with your business we will develop an understanding of the skill level mix of the group and the desired business outcomes that you are seeking. From there we will custom tailor the training to meet your business. We will save you time and money by ‘coming to you’ and providing the training on your premises or at a location determined to be ideal for your business and desired outcomes. The Active Listening training is a 1 day program.
Typically, we suggest up to 12 people from your organisation can attend the training at any one time. This limit is suggested because of the ‘hands on’ nature of the training and the individual feedback given to each person attending the training. Larger groups can be accommodated, however, and we can structure the training to best meet your requirements.
We have the largest network of professional trainers in Australia. The trainers that deliver this course are all specialists in the area they are training in. They have all had to initially qualify to be put through our intensive Train the Trainer program which makes sure they meet our extremely high professional training standards and ensures every course is consistent in quality and content.
Our trainers also all have a minimum qualification of the Australian TAE (Certificate 4 in Training and Assessment.) All of our trainers are dynamic, friendly, people-people who have years of experience, use highly interactive teaching techniques and accelerated learning principles.
The investment in your team’s Active listening course will vary depending on size and location of your group. Following your initial enquiry we will be able to provide you with a prompt quotation that meets your needs.
We offer a 100% money back guarantee if you, and the delegates trained, are not entirely happy with the course content and trainer who delivered the session.
Your Next Steps
Call our office now on 1300 766 186 for a no obligation discussion about the desired business outcomes you would like to achieve . Alternatively, please feel free to complete the quick enquiry form on the right of this page and we will get back to you within 24 hours.
Other Training Courses that you may be interested in include…
Mastering the Art of Communication in the Business Environment For a More Effective Workplace and Better Results With Customers.
Communicating With Power and Clarity For Maximum Impact in Business Both With Customers and in the Workplace
Make the Right Impression, Avoid Blunders and Win Friends and Influence People the Right Way in Business Today…
Develop the Confidence and Skills to be Positive and Effective in the Business Environment Whatever the Demands of the Situation