TORC

Listening & Empathy

Quick look

Torc provides an intensive 1-day training module to enable you develop a well-honed disposition toward listening and empathy.

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Module Overview

Leadership success depends on drawing strength from your followers – by taking on board their feedback and views to flesh out and test your own perspectives. It keeps you grounded to reality & gives you insight into how you are being perceived.

It is a symbiotic relationship that needs to be nurtured by the leader – in terms of developing a well-honed disposition toward listening and empathy.

This 1-day module will provide a range of case-study & role-play opportunities to practice and assimilate the necessary skills in the safe environment afforded.

These are designed around a series of exercises across a broad range of scenarios and personality types – & encompass both verbal & non-verbal components in individual and group settings.

You’ll uncover insights and strategies on how to build rapport and credibility with your team and how to foster their loyalty and trust – while also gaining feedback on how your messages are actually being received.

 Learning Outcomes

  •  Understand and apply the key skills that underpin successful listening – in individual & group settings
  • Strategise how to effectively leverage listening skills in different scenarios – in presentations, negotiations, performance management, etc
  • Appreciate the place of relationship & rapport in getting others to open up communication
  • Practice the language & phrases to be used in adopting a questioning style of listening
  • Roleplay the use of paraphrasing & summarising techniques to establish clarity & direction.
  • Learn the language of empathic listening – verbal & non-verbal.

Programme Content & Sequence of Elements

Listening Self-Assessment
This training begins with a listening self-assessment and discussion of why listening is important and what listening really means. Through hands-on activities, participants learn the organizational and personal benefits of better listening.

Active Listening
We focus on the skills of active listening: eliminating distraction, summarizing, paraphrasing and questioning – in meetings, public audiences, on the phone, conference calls

Empathic Listening
We examine the role of rapport and empathy in promoting easy non-judgmental listening. We role-play scenarios illustrating the restraint & language needed. We rescript empathy responses and practice effective rephrasing.

Questioning as a listening technique
We’ll explore the different type of questions – closed and open-ended & learn to know when and when not to use questions. We will explain how good questioning skills can make anyone a better listener – illustrating with copious examples from real-life situations.

NLP Listening Frames
We’ll expand the range of listening techniques to include some powerful NLP frames, perceptual positions and language patterns and learn how to overcome emotion words, biases, prejudging.

Concentration & Memory Skills
Develop concentration techniques & memory skills for names, lists, cues and other important aspects of a conversation – for use in paraphrasing and summary statements, etc.

Listening to difficult people
We’ll identify different types of difficult people and ways to listen to them effectively: the talkative, rambling, belligerent, stubborn, silent, know it all, comedian/clown, whinger, indifferent, diffident, pleaser, passive, aggressive, etc. We will onwards look at some techniques that can be used to defuse and neutralise these various barriers to communication.

Reading Body Language
We’ll review the importance of nonverbal communication signals (including those conveyed over the telephone), and learn how to interpret the feelings & thoughts behind changes another person makes in posture, limb disposition, facial expression, hand movement and combinations thereof.

This course is suited for

Senior Managers, Middle Managers & Team Leaders

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