Course sheet · 2027 catalogueSoft skills
Active Listening
A day of practice in active listening: listening to understand before replying, rephrasing, questioning, picking up the emotion behind the words. Participants practise on real situations, such as a conversation with an employee, an internal customer’s complaint or a tense exchange with a supplier. Exercises are done in threes with an observer, so that everyone can measure their progress precisely.
Duration1 day
Request a quoteObjectives
- Identify your own barriers to listening: interrupting, advising too early, preparing your reply while the other person speaks
- Apply the basic techniques: silence, prompting, rephrasing, summarising
- Ask open questions that move the exchange forward without steering the answer
- Pick up the emotions and needs expressed behind a complaint or an objection
- Conduct a listening conversation from start to finish and check that the other person felt understood
Programme
Day 1 — morning
- Hearing is not listening: the levels of listening and what they produce in the other person
- The usual barriers: judgement, an immediate solution, distraction, half-listening behind a screen
- Non-verbal: posture, eye contact, rhythm, and what they say about your attention
- Exercises in threes: listen without interrupting, then report back faithfully
Day 1 — afternoon (workshop)
- Rephrasing and open questions: techniques and pitfalls
- Receiving an emotion without playing it down or being drawn in
- Workshop: listening conversations on participants’ situations, such as a demotivated employee or an operator reporting a safety problem
- Knowledge test and individual commitments
Teaching methods
- Short, repeated exercises in threes: a listener, a speaker, an observer
- A shared observation grid for precise, factual feedback
- Role plays drawn from participants’ daily work
- Brief inputs between exercises, with no long lectures
- A memo sheet of techniques to keep at hand after the course
Assessment and documents
Knowledge test and a listening conversation observed against a grid at the end of the day, post-training evaluation at D+1. Numbered training certificate, verifiable online, for each participant; training report given to the company.
Bilingual materials for every participant; each classroom course comes with its digital twin on OmniLearn.
Frequently asked questions
How is this different from “Interpersonal Communication and Relational Intelligence”?
The two-day course covers the whole relationship: expressing yourself, asserting yourself, understanding each person’s style. This day concentrates on a single skill, listening, and gives it most of the time in exercises.
Is active listening also useful with customers?
Yes, the techniques are the same. For an approach centred on complaints and loyalty, the course “Customer Orientation: Listen, Respond, Retain” is better suited.
Do participants have to be managers?
No. The course suits anyone whose work relies on conversations: supervisors, HR, support, purchasing, customer service. Cases are chosen according to the make-up of the group.
In what language are the exercises done?
In the participants’ working language: French, Darija or English. Practising in the language of real conversations makes the techniques easier to reuse.
Practical information
- Duration
- 1 day
- Audience
- Managers, team leaders, HR, support and customer relations staff
- Prerequisites
- No prerequisites
- Group size
- Groups of 6 to 12 participants, in-company
- Format
- In-company, face to face on your site
- Language
- French, Darija or English; bilingual materials
- Funding
- OFPPT special training contracts (TFP), GIAC, Maroc PME: we prepare the applications with you, at no extra cost.
- Programme customisation
- Programme adapted to your procedures, your equipment and your audience
Organise this course
Price and dates on quote, depending on your headcount, your site and your preferred period.
Request a quoteDownload the PDF sheetCall +212 661 863 618Related courses
All courses in this fieldTrain your teams on your own site
Book a call with a consultant or request an in-company session: we adapt the programme to your procedures and your audience.