2. So what exactly is active listening training and
how can you use it to improve communication
across your organisation?
If you have teenagers you might understand what is
NOT active listening…
Do they engage in other activities while you’re trying
to have a conversation with them? Maybe playing
video games or watching TV or texting on their phones
and nodding away while you articulate the meaning of
life?
3. It’s the exact same issue in the workplace
where you have lots of busy people trying to
multi-task as much as possible which often
get’s in the way of having a productive two-way
conversation.
Mobile phones, tablets, laptops, stock tickers, sports
updates and a myriad of other devices and interests
keep us focused on everything BUT what we’re talking
about right now.
4. Active listening means exactly what is says –
stopping everything else except for what you
are hearing and processing as part of that
communication.
Do you know if someone is listening to you? How?
5. Here is a list of actions you should be taking as
an active listener or looking for when trying
to communicate effectively with another
person:
• Eye-contact
• Head nodding in agreement or shaking in dis-
agreement
• Restating key points
• Asking relative questions
• Offering a different but related opinion
6. Eye Contact – When we put down our phone, turn
away from our monitor or take out our earplugs and
make direct eye contact with the person speaking to
us, we are physically showing that we are now
engaged with them and not detracted by other
inputs.
7. Head Movements – When you see someone
shaking their head in disapproval or nodding in
approval we know that we are communicating in a
two-way discussion. And when you nod or shake
your head while having a conversation you’re sending
a powerful signal that you’re engaged and listening
actively.
8. Restate Key Points – By clarifying key points
throughout the conversation, you’re taking an active
role in the communication process and making sure to
clarify any key points that you may not have correctly
understood when they were first articulated to you.
9. Ask Relative Questions – When you take the time to
think through the key points being communicated to
you, then you’re showing not only active listening skills
but proactive communications skills where you not only
understand what’s being said, but you are now thinking
through the process and bringing up potential
outcomes or issues which might face you as a team in
the future.
10. Suggest Different Opinions – This has the same
effect as asking relative questions. By bringing up
various other topics or a different way of interpreting
the information being presented, you’re also
indicating that you’ve not only actively listened to the
conversation but are now adding to it.
11. Pdtraining delivers active listening training
courses in Brisbane, Sydney, Melbourne, Perth,
Adelaide and Canberra. Visit our website to
learn more about how you can become an
active listener and better communicator in
your organisation today!
12. Learning Outcomes – Active Listening
Training Course
By the end of this course, participants will:
• Test your ability to actively listen
• Identify the difference between ‘hearing’ and
‘listening’
• Determine active listening principles
• Identify your own communication behaviours
• Understand how your emotions effect the ability
to listen and communicate
13. • Understand the use of ‘minimal encouragers’
• Learn to paraphrase and restate for clarification
• Practice active listening skills
• Manage an encouraging and productive
brainstorming environment
