Sessions

Effective communication is one-third talking and two-thirds listening. The new science of reflective listening helps you understand what people really mean by what they say, so that you can respond in ways that stop conflict, build rapport and strengthen relationships. Learn to use physiology, feedback loops, emotional validation, bounce-back questions and other proven strategies to build safety, break down defensiveness and encourage open, productive communication.

Learning Objectives:

• Listen reflectively to understand the true meaning, context, motive and reasoning behind any communication.
• Use emotional validation to encourage others to share their views and concerns, and to understand their feelings and emotions even if you don't agree with them.
• Welcome other points of view without becoming defensive, even if past experience has been negative.
• Apply the four types of deeper-dive questions to gather information and clarify ambiguity.
• Defuse conflict quickly by using the neutral listening physiology to let others know they are being heard.