This topic is about listening, as a dynamic form of professional communication. Listening is not a passive process. In fact, the listener can, and should, be at least as engaged in the process as the speaker. The phrase ‘active listening’ is used to describe this process of being fully involved, and in this topic we will explore some best practice techniques relating to being present, responding, considering the exchange in full and creating the best possible response to what you have heard.
This topic is important because if there is one communication skill you should aim to master, then listening is it. Good listening skills can lead to better client satisfaction, greater productivity with fewer mistakes, and increased sharing of information that in turn can lead to more creative and innovative work.