Reflective Listening

Course Details




25 Hours

At one point or another, almost all of us have had the experience of interacting with people who have less passion than a robot. Although they are technically accurate, their lack of concern leaves us unsatisfied with the service they have delivered. This course is designed for people who must communicate empathy as part of their jobs, regardless of their personal feelings about their customers, the number of times they have heard the "same story"; or the experiences they have previously had. Reflective Listening is a communication strategy involving two key steps: seeking to understand a speaker's idea, then offering the idea back to the speaker, to confirm the idea has been understood correctly.