When we think of training there is a sense of delivery or that something from the trainer is being passed on to the participants. However, to be an effective trainer there is a need to develop a two-way stream between you and the participants. Mastering active listening will help you make this connection and maximize all aspects of your training.

There are two main types of active listening skills that you will need to understand – verbal and non-verbal.

Verbal Listening Skills

Paraphrasing – This involves repeating back to the participant what was said in their words or in similar words. For example, ‘So you find that time management skills assist …’. This encourages the participant to engage in further conversation.

Clarifying – A form of checking what was said is understood. For example, ‘What you are saying is that you don’t like time management training and don’t want to attend the course’.

Reflecting – Here the trainer captures feelings that they believe the participant is displaying. For example, ‘It looks as it you really don’t like training at all’.

Explaining – Offering an interpretation of information or even events. For example, ‘It may be that …’.

Open Ended Questioning – Asking these questions encourages further communication. For example, ‘What happened next?’. It is important that the questions used require more than yes or no answers. Only use these closed questions when looking for specifics.

Linking – The trainer can link sentences to demonstrate their interest in what is being said while at the same time encouraging the participant to talk further. For example, ‘and, then?’.

Summarizing – This is simply capturing what is said into one statement For example, ‘In all the seems to be three points, one … two …?’.

Encouraging – As with all the examples above, active listening skills are all about encouraging your participants to contribute and share with the group. Another way to directly encourage is to thank or recognize a contribution. For example, ‘Great comments on this topic, thank you.’ It is also possible to employ what is known as sub-speech e.g., ‘uh-huh’ ‘mmmn’.

Active Silence – It might seem as an interesting linking of words but strategic silences or pauses can indicate to participants that you are actively listening and taking their information in. It is a great way of encouraging further comments and detail.

Non-Verbal Listening Skills

Facial Expression – Listening with our face is an interesting concept in itself. However, our face expresses how we feel and our intentions. As a trainer this can be another way you can communicate that you are listening to participants and encouraging their participation.

Body Language – As a trainer how you stand, sit, and position your body will communicate both your interest levels and how well you are listening. To illustrate, if someone is answering a question then by leaning slightly towards them it will show that you are attentive whereas moving away will communicate a restrictive position.

Eye-Contact – Quite simply making eye contact communicates that you are open and interested to what is being communicated as well as encouraging them to continue.

Personal Space – Ensure that there is a comfortable distance between you and the speaker. If you get too close the person may not only physical withdraw but may also withdraw within the conversation.

Timing – Ensure that you don’t interrupt the speaker at inappropriate times as it will only indicate that you are not listening and will cause the speaker to withdraw.


Pitfalls of Active Listening Skills

Although there are many clear benefits of active listening, considerable care must also be taken to avoid some challenging pitfalls.

Repetition Only – Just repeating what the speaker has said it can lead to frustration and can cause the participants to withdraw.

Over Analyzing – This can over complicate what is being said and can make the trainer seem as a ‘know-all’.

Over Expansion – By the trainer expanding too much on what was said it can make the speaker feel that they were not heard or that they were misheard.

Omission – By omitting facts it can make the speaker feel that they were not heard or that they were misheard.

Exaggerating – Here the trainer may intensify a feeling too much on what was said it can make the speaker feel that they were not heard or that they were misheard.

Rushing – Jumping in or filling the pauses on what was said it can make the speaker feel that they were not heard, that they were misheard or even manipulated.

Lagging – Not actively supporting or directing the conversation can make participants feel that the trainer is disinterested.

Developing Active Listening Skills

Having discussed various verbal and non-verbal listening skills, and introduced the pitfalls of active listening skills, the remainder of this guide will outline essential attributes of successful active listening skills that you should adopt in all your training events.

Concentration – Ensure that you are focusing on the words, concepts, themes and feelings associated with what is being said by the participants. This is not always easy but as you practice this skill you will find that it becomes much easier.

Eye Contact – Ensure that you always make good eye contact with whoever is delivering the message.

Attention & Receptive Body Language – Clearly demonstrate through both verbal and non verbal actions that you are paying attention. To be accomplished at displaying attention also requires practice. This may at first mean that your actions are very conscious or deliberate and even strained but in time it will be very natural for you. Everything that you do must demonstrate how receptive you are to your participants.

Restating The Message & Questioning/Clarifying – Always ensure that the message is being understood.

Empathy – Always try to understand where someone else if coming from and what their message is.

Objectivity – Just be open and you’ll do fine.

Strategic Pauses – They say that silence is golden. Always introduce short silent pauses that will display that you are contemplating what is being said. It also affords you the opportunity to construct your responses or feedback.

Not Interrupting – Let the participant have there say and don’t interrupt. Interruptions only stop the flow of communication and can lead the participant to retreat.

Listening Not Talking – Sounds obvious but remember that you are listening and not talking. If you do talk there needs to be good reason for it!


Active Listening Skills – Action Plan

I believe that I need to improve my knowledge, skills and abilities in the following areas:
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Note: These improvements will represent your goals from completion of the course.

These improvements will be measurable in the following ways:
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b.
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d.
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To attain these improvements I will need to:
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b.
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d.
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This is how I plan to attain these improvements:

Goal



Action



Step



Target Date



Evidence





The following people and resources will assist me in accomplishing my goals:
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b.
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d.
e.

The following are constraints that may impact the achievement of my goals:
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b.
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Here is a list of others factors that I need to consider in achieving my goals:
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b.
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To achieve my goals will involve:

Signed:_____________________________