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Strategic Listening: A Compliance Tool for Building Influence and Accountability
- What is Active Listening?
- Understanding the difference between hearing and active listening.
- The impact of active listening on communication and relationships.
- Barriers to Listening:
- Identifying emotional, environmental, and cognitive barriers.
- Recognizing how multitasking, biases, and assumptions hinder effective listening.
- Active Listening Techniques:
- Reflecting emotions and statements for deeper understanding.
- Paraphrasing to ensure clarity.
- Summarizing to confirm key points.
- Using silence and open-ended questions to encourage dialogue.
- Listening in Different Contexts:
- How to apply active listening in leadership, customer service, and sales settings.
- Adapting listening strategies for virtual and in-person communication.
Overview of the webinar
In today’s fast-paced and often remote work environments, communication is more challenging yet more critical than ever. Listening is one of the most important, yet often overlooked, skills in professional settings. While most people believe they are good listeners, research shows that the majority of individuals engage in passive listening, which involves hearing but not fully understanding or engaging with the speaker.
Active listening, on the other hand, is a conscious, intentional effort to understand and respond thoughtfully to what others are saying. It requires focus, empathy, and an ability to manage distractions, biases, and preconceptions. For professionals in leadership, sales, and customer service roles, active listening is a key differentiator that can enhance performance, foster trust, and build stronger relationships.
This webinar focuses on enhancing active listening skills, essential for leadership, sales, and customer service roles. Participants will learn techniques to improve their listening, foster effective communication, and build stronger relationships with clients and team members. By mastering active listening, they will be better equipped to interpret feedback accurately, foster trust, and resolve conflicts more efficiently.
Who should attend?
- Leaders and Managers: Those who need to understand team members’ feedback, resolve conflicts, and inspire action.
- Customer Service Representatives: Individuals who interact directly with customers and need to resolve concerns while maintaining a professional demeanor.
- Sales Professionals: People who need to understand client needs and objections to close deals effectively.
- HR Professionals: Those involved in recruiting, interviewing, or resolving internal conflicts.
- Team Members in Collaborative Roles: Anyone involved in team collaboration who wants to build stronger, more communicative relationships.
Why should you attend?
If you’re not actively listening, you’re risking your career, your relationships, and your professional reputation. Miscommunication, customer churn, and leadership failures can all stem from poor listening skills. The cost of not improving these skills could be steep—missed opportunities, lost clients, unresolved conflicts, or stalled career growth. Can you afford to ignore this? By attending this webinar, you’ll learn how to protect yourself from these risks and gain the tools you need to thrive in your professional role.
Faculty - Ms.Laurie Dougherty
Laurie Dougherty is a certified facilitator, trainer, and instructional designer with more than 28 years of experience in developing and delivering highly interactive training for government, nonprofit, and community-based organizations. She specializes in facilitation, social styles, customer service, and leadership development, and is known for transforming boring webinars into engaging learning experiences. Laurie is certified in ToP Facilitation Methods, Social Styles, and has trained over 400 people in facilitation. Her sessions are grounded, practical, and never dull.