Practicing Active Listening
Develop your listening skills to better understand your customers and build lasting trust relationships.
They trust us to train their teams
Why develop your active listening?
In sales relationships, truly listening is an art. Too often, we listen to respond rather than to understand. Active listening transforms your exchanges and your relational effectiveness.
Overcome your listening habits
Identify attitudes that block real understanding of the other. Become aware of your reflexes and adopt a neutral and open posture to foster authentic dialogue.
Find the right empathic posture
Understand the differences between sympathy, empathy and compassion. Find the right balance between closeness and emotional distance to preserve the quality of the relationship without exhausting yourself.
Master dialogue tools
Use rephrasing to clarify and validate your understanding. Ask the right open-ended questions to deepen needs and create a fluid and constructive relationship.
Learning Objectives
At the end of this training, you will be able to:
- Identify unfavorable listening postures and your habits
- Distinguish sympathy, empathy and compassion to adopt the right posture
- Welcome emotions and needs of your interlocutor without judgment
- Master rephrasing techniques to validate understanding
- Ask open-ended questions to deepen needs
Target Audience
This training is for: Sales representatives, Managers, and any professional wishing to improve their communication
Program
Before the Training
- Complete a self-assessment on your listening level
- Bring concrete examples of difficult listening situations
During the Training
Unfavorable listening postures
- Identify attitudes that block real understanding of the other
- Become aware of your listening habits
- Adopt a neutral and open posture to foster dialogue
Sympathy, empathy, compassion: what is the right posture?
- Understand the differences between these three forms of relating to others
- Find the right balance between closeness and emotional distance
- Preserve the quality of the relationship without exhausting yourself
Keys to the empathic posture
- Focus on the other without losing your own stability
- Welcome emotions and needs without judgment
- Develop active, caring and sincere listening
Dialogue tools and their nuances: rephrasing and questioning
- Use rephrasing to clarify and validate understanding
- Ask open-ended questions to deepen needs
- Adapt your language to create a fluid and constructive relationship
Teaching Methods
- Theoretical and methodological contributions
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
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Frequently Asked Questions
What is active listening and why is it essential?
Active listening is a communication technique that involves listening to your interlocutor with attention, without judgment, rephrasing and questioning to verify your understanding. It is essential for creating a relationship of trust and identifying the customer's real needs.
Who is this active listening training for?
This training is for sales representatives, managers and any professional wishing to improve their listening skills to better understand their interlocutors and build more effective relationships.
What is the difference between sympathy, empathy and compassion?
Sympathy involves sharing the other's emotions, empathy involves understanding them without experiencing them, and compassion involves acting to help. In a professional context, empathy is the ideal posture as it allows you to remain professional while being attentive.
How does the practical implementation of active listening work?
80% of the training is devoted to practice. You will work on real-life role-plays, learn rephrasing and questioning techniques, and receive personalized feedback from the trainer.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables funding of our training programs by OPCO. Contact us to get a personalized quote and coverage terms.
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Contact us directly
Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)