1
Understand the basics of active listening
- Different levels of stress.
- Keys to improving your listening stance.
- Challenges and limits of active listening.
- Assessing your style and listening skills.
- Six attitudes of listening.
Exercise
Self-diagnosis of your own listening abilities. Feedback.
2
Listening to yourself to gain a better position in a win-win relationship
- The notion of needs.
- Difference between need and demand.
- Practicing listening to yourself using the self-empathy technique.
- How to phrase a request.
Exercise
Practicing the self-empathy technique. Group debriefing on habits put to use.
3
Listening to the other person to earn their trust
- Setting basic rules in the relationship.
- Observing and adapting to the person you’re speaking to (verbal and non-verbal).
- Getting in sync with the other person.
- Choosing suitable communication channels.
- Agreeing to disagree, validating the other person's emotions.
- Remaining available for them.
Exercise
Practicing getting in sync. Collective debriefing.
4
Learning active listening tools
- Developing congruence between your verbal and non-verbal communication.
- Incorporating different rephrasing techniques.
- Giving signs of recognition and appropriate feedback.
- Using silence effectively.
- Reconciling listening and note-taking.
Exercise
Role-playing: Putting active listening into practice. Collective debriefing.
5
From active listening to effective relationships
- Setting a clear goal.
- Mastering the steps of the meeting.
- Questioning and influencing with integrity.
- Knowing how to conclude the meeting.
Exercise
Role-playing: Simulations of professional listening situations. Collective debriefing.
2d
- 14h00 
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