Professional Development

Active Listening (LM002)


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.


During this course you will learn about about:

  • 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

This course includes:

  • Online course compatible with most devices

  • Downloadable Workbook

  • Quick Reference Guide

  • Other supporting PDFs

4 Hrs| HTML| Bundle Pricing Available
  • Introduction
  • Introduction
  • Session One: Course Overview
  • Course Overview
  • Learning Objectives
  • Pre-Assignment
  • Active Listening Inventory
  • Pre-Course Assessment
  • Pre-Course Assessment
  • Session Two: Defining Active Listening
  • Defining Active Listening
  • What is Active Listening?
  • Responding to Feelings
  • Reading Cues
  • Demonstrating Listening
  • Identifying Good Listeners
  • Tips for Becoming a Better Listener
  • Pre-Assignment Review
  • Session Three: Body Language Basics
  • Body Language Basics
  • Silent Messages
  • Making Connections
  • Session Four: Attitude is Everything!
  • Attitude is Everything!
  • Understanding Sympathy and Empathy
  • Demonstrating Empathy
  • Creating the Right Mindset
  • Reframing the Situation
  • Establishing Positive Intent
  • Maintaining Focus
  • Being Genuine
  • Making Connections
  • Session Five: Encouraging Conversation
  • Encouraging Conversation
  • What is Said and What is Heard
  • The Ladder of Inference
  • Stepping Off of the Ladder
  • Reflection: Using Your Own Experiences as a Resource
  • Asking Questions
  • Probing Techniques
  • Paraphrasing Techniques
  • Session Six: Building Relationships
  • Building Relationships
  • Building Common Ground
  • NLP Tips and Tricks
  • Session Seven: Getting Over Listening Roadblocks
  • Getting Over Listening Roadblocks
  • Problems and Solutions
  • Making Connections
  • Recommended Reading List
  • Recommended Reading List
  • Post-Course Assessment
  • Post-Course Assessment
  • Personal Action Plan
  • Personal Action Plan
  • What's Working
  • Improve
  • Help
  • Final Plan
  • Summary
  • Summary
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: 2 years