Active Listening Skills

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.

• 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

• Leaders and Managers: Those who need to Understand Team Member's 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

Laurie Dougherty With over 28 years of experience in leadership development, meeting facilitation, and instructional design, Laurie Dougherty is a highly skilled trainer specializing in soft skills and group facilitation. As a certified facilitator and mentor trainer, Laurie has trained hundreds of professionals in areas such as meeting facilitation, effective communication, emotional intelligence, customer service, and team collaboration.

A dynamic trainer, Laurie focuses on creating interactive, engaging learning experiences that empower individuals and teams to excel. From training department heads in leadership skills, Technology of Participation training, to conducting custom customer service seminars, Laurie is dedicated to delivering practical, results-driven programs.

In addition to being a certified Social Styles Trainer and a member of a professional network of facilitators, Laurie is a mentor trainer in Technology of Participation and hold a certificate in instructional design from Rollins College. Laurie’s approach is highly interactive, ensuring participants gain real-world skills they can immediately apply in their work environments.

Whether you need to enhance your team’s soft skills, improve meeting facilitation, or develop a more empathetic and professional communication style, Laurie’s programs are tailored to meet your specific needs.