Mastery of active listening at work

Overview

Success in the most difficult professional conversations may depend on the creative application of active listening skills. There are critical times in our professional life when the set of active listening tools we have can make the difference between excellence and failure. Whether it’s approaching an angry customer, an emotionally charged subordinate, an evasive witness, or a hesitant buyer, effective listening can be the basis for how you navigate and control the conversation and get the results you want. Excellent and persuasive communicators use a creative combination of skills tailored to each unique situation.

In this course, you will examine the skills and techniques of mastering active listening. You will learn to trust the process, involve evasive speakers in conversation, effectively direct emotionally charged conversations, and apply active listening in sales and negotiation scenarios.

Objectives

• Identify the benefits of trust in the process of active listening at work
• Use methods to engage evasive speakers
• Identify best practices for managing emotions
• Apply best practices for active listening for sales and negotiation in a scenario
• Apply active listening skills in the context of common challenges