Active Listening Skills

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If you have three or more candidates or you would like to run this course as an in-house programme, please contact us.


In communication, the three most important factors are listening, questioning and responding. Easier said than done, research suggests that we remember between 25-50% of what we hear. That means that when you talk to your boss, colleagues or even customers for 10 minutes, they pay attention to less than half of the conversation.

When we are conversing with people, most of us sincerely believe that we listen effectively. Consequently, very few people think they need to develop their listening skills. In fact, listening effectively is something that very few of us do. It is not because listening effectively is so difficult, but because most of us have just never developed the habit that would make us effective listeners.


The programme is for anyone who wants to improve their listening and questioning skills by acquiring techniques that can be directly applied in their work and personal lives.


  • Communicate more effectively
  • Gain new information through effective questioning techniques
  • Pick up on hidden messages
  • Listen for feelings as well as meaning
  • Use techniques to check and build understanding
  • Increase your confidence when communicating face-to-face
  • Examine your listening behaviour patterns and learn what actions to take to better them
  • Know and understand the four general listening response patterns and when to use or not use them
  • Identify your obstacles to listening


Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Active Listening
  • What is Active Listening?
  • Difference between Hearing and Listening
  • Discriminative Listening
  • Comprehensive Listening
  • Framework for Effective Listening
  • Why Is Listening Important
  • Removing Distractions
  • Listening for Feelings
  • The Personal Listening Profile
Degrees of Active Listening
  • Repeating
  • Paraphrasing
  • Reflecting
Good Listening Skills
  • The Importance of Body Language When Listening
  • Verbal and Non-Verbal Signs of Active Listening
  • Absorbing an Unpleasant Message
  • Empathy When Listening
  • Maintaining Focus
  • Coping with External Distractions
  • Engaging Yourself
  • Where to Stand
  • Facing the Speaker
  • Eye Contact
Good Questioning Skills
  • When to Ask a Question
  • How to Phrase the Question
  • What is the Purpose of Questions?
  • Taking the Time to Question
  • How to Handle Enquiries
  • Responding Appropriately
  • Gathering the Facts – Knowing What to Ask
  • Probing Techniques to Gather Information
  • Checking for Receptivity
  • Gaining Commitment
Types of Questions
  • Open
  • Closed
  • Probing
  • Paraphrasing
  • Hypothetical
  • Leading
  • Reflective
The Communication Cycle
  • The Role of the Speaker
  • The Role of the Listener
  • Giving and Receiving Feedback
  • External and Internal Distractions
Active Listening Barriers
  • Poor Listening Habits
  • Lack of Focus
  • Lack of Empathy
  • Verbal & Non-Verbal Factors
  • Avoiding Confrontation
  • Language
  • Lack of Self-Confidence
  • Body Language


The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations
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P.O. Box 44705, Abu Dhabi,
United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

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P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424

Tax Registration Number:
for VAT purposes, only in the UAE