Active listening is a cornerstone of effective leadership, yet it’s often overlooked.

Imagine a leader who consistently interrupts or dismisses their team's input; this can lead to misunderstandings, decreased morale, and unresolved conflicts.

In this one-day workshop, participants will learn how to avoid these pitfalls by developing strong active listening skills. Through practical techniques, real-world scenarios, and interactive exercises, leaders will enhance their ability to listen empathetically, respond thoughtfully, and build trust within their teams.

Mastering active listening will empower participants to lead with greater insight and drive positive, collaborative outcomes.

Objective

Outline

1. Introduction to Active Listening

• The Role of Active Listening in Leadership
• Benefits of Active Listening for Teams and Organizations
• Common Barriers to Effective Listening

2. The Principles of Active Listening

• Components of Active Listening: Attention, Understanding, and Response
• Verbal and Non-verbal Cues in Active Listening
• Listening with Empathy and Without Judgment

3. Active Listening Techniques

• Paraphrasing and Summarizing to Ensure Understanding
• Asking Open-Ended Questions to Encourage Dialogue
• Reflecting Emotions to Build Rapport

4. Overcoming Listening Barriers

• Identifying and Addressing Personal Listening Biases
• Managing Distractions and Maintaining Focus
• Techniques for Handling Emotional and Difficult Conversations

5. Practical Application of Active Listening

• Role-Playing Scenarios: Practicing Active Listening in Leadership Situations
• Group Discussions: Sharing Experiences and Best Practices
• Case Studies: Analyzing Examples of Effective and Ineffective Listening

6. Active Listening in Conflict Resolution

• Using Active Listening to De-escalate Tensions
• Encouraging Open Communication in Conflicts
• Transforming Conflicts into Collaborative Solutions

7. Building a Culture of Listening

• Encouraging Active Listening within Teams
• Leading by Example: Demonstrating Listening Skills as a Leader
• Creating an Environment Where Everyone Feels Heard

8. Developing a Personal Action Plan

• Self-Assessment: Evaluating Your Listening Skills
• Setting Goals for Ongoing Improvement
• Implementing Active Listening Strategies in the Workplace

Who should attend

Methodology

Diana Rahman's Profile

Diana Rahman is an ICF-ACC certified coach, an ACTA/ACLP-certified corporate trainer, and a seasoned people development professional with over 25 years of experience in training, coaching, and professional development. She holds a Diploma in TESOL (Distinction) from the London Teacher Training College and a Diploma in Professional Image from Color Me Beautiful (USA).

She began her career in the banking industry, spending six years in a credit card centre where she gained valuable hands-on experience in client relations, customer service, and operational processes. This early exposure provided her with a strong understanding of workplace dynamics, communication challenges, and the resilience required to perform in fast-paced environments.

Over the past two decades, Diana has dedicated her career to training and coaching leaders and teams across various industries. Her areas of expertise include interpersonal communication, public speaking, conflict management, stress management, resilience, critical thinking, personal branding, social and cross-cultural etiquette, social graces and dining etiquette, psychological first aid, and mental agility. Her training programmes are highly practical, interactive, and designed to address real workplace challenges.

Diana is also a Certified Trainer in Grooming, Business Etiquette, and Dining Etiquette, focusing on professional presence, effective communication, and personal branding. She has appeared on several television programmes on Channel 5, Suria, Vasantham Central, Channel U, CNBC Asia, and Channel NewsAsia, where she shared insights on professional image and communication.

In addition, Diana is the co-founder of two companies, including a digital marketing and technology solutions agency that leverages AI systems. Her entrepreneurial experience enables her to bring practical business insights and real-world perspectives into her training and coaching.

Following her banking career, Diana spent 10 years with Jill Lowe International as an Image Consultant, where she helped professionals strengthen their personal branding, professional presence, and etiquette.

She is also a certified memory trainer and the co-author of Venus Rising: The Phoenix Awakens, an Amazon #1 Bestseller in 2022.

Diana is known for delivering highly engaging, credible, and relatable training that focuses on practical application and measurable results.