Listening is one of the most important, yet most under-practised and least-often-used skills in human behaviour. Researchers claim that 75% of oral communication is ignored, misunderstood or soon forgotten. Good communication is a critical element in an efficient, productive workplace.

This program teaches employees the five secrets for developing effective listening and understanding skills: show interest, focus on key issues, summarise and check for understanding, listen for common threads and explore and respond to feelings.

• Avoid five traps that interfere with effective listening and understanding
• Implement five techniques to improve listening and understanding skills
• Ensure communication is fully understood by others
• Respond to the feelings of others
• Avoid sending mixed messages

• Be able to describe five traps to effective listening and understanding
• Be able to describe five skills to enhance effective listening and understanding