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Description

Active Listening: Welcoming What Is Said, Reformulating and Questioning with Precision

Two days in person to genuinely listen to the people you work with and confirm what you have understood

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

In most professional conversations, we prepare our answer while the other person is still speaking. Important information is missed, misunderstandings surface much later, and the other party is left feeling they were never really heard.

This 14-hour programme is delivered in person so that non-verbal signals and silences can be worked on precisely. Participants practise welcoming what is said without interrupting, reformulating what has been expressed, asking questions that open up the exchange, and leading a listening conversation through to a shared conclusion.

Learning objectives

  • Welcome what someone says without interrupting or anticipating
  • Identify the non-verbal signals that accompany a message
  • Reformulate both the content and the feelings expressed by the other person
  • Ask open questions that move the conversation forward
  • Lead a listening conversation through to a shared conclusion

What makes this programme different

An in-person format that allows work on non-verbal signals and silences
Conversations role-played in groups of three with an observer and a feedback grid
Dedicated practice in using silence as a prompt

Programme

1Making Yourself Available

The conditions for listening

  • Identifying your own barriers to listening
  • Practical and mental preparation for a conversation
  • Managing interruptions and the time available
  • Posture and visible signs of attention

2Observing While Listening

What is said without words

  • Reading non-verbal signals in a face-to-face exchange
  • Spotting hesitations and changes of pace
  • Using silence as a prompt
  • Distinguishing observation from interpretation

3Reformulating

Checking what you have understood

  • Summary reformulation and clarifying reformulation
  • Reflecting back the feelings perceived in the other person
  • Explicitly confirming the agreement reached
  • Reformulation errors and how to recover from them

4Questioning and Concluding

Moving the conversation forward

  • Choosing between open and closed questions
  • Follow-up questions that deepen without steering
  • Refocusing someone who drifts away from the subject
  • Closing the conversation on shared points

Who is it for

Managers, customer-facing professionals, healthcare staff, trainers and anyone who conducts one-to-one conversations.

Prerequisites

No prerequisites

Dates & locations

24 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.