Plan succession and continuity for the roles most exposed to active and empathetic listening.
Developing Active and Empathetic Listening Skills
A working programme in active and empathetic listening for managers who have to deliver with existing resources.
📍 Tunis🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Policy on active and empathetic listening is judged by how it is applied in the difficult cases, not the easy ones. Data on empathetic listening is abundant; insight about it is not. Ambition around the practice within people management and development outruns capacity unless the sequencing is deliberate. Mature organisations treat active and empathetic listening as a standing capability rather than a project that finishes. Participants gain a realistic view of what this strand of people management and development costs and what it returns. The programme takes participants through empathetic listening end to end, from framing the problem to closing it out. Participants apply active and empathetic listening to their own workforce throughout, so the output is directly usable. Participants who influence empathetic listening without directly controlling it will find the content directly usable. It closes by agreeing the smallest change to this part of people management and development that would make a visible difference.
Expected Learning Outcomes
Communicate the purpose of empathetic listening to those who have to comply with it.
Establish what evidence would demonstrate that active and empathetic listening is under control.
Equip managers to hold the difficult conversations empathetic listening requires.
Build capability in active and empathetic listening across the management line, not only in the people function.
Structure records relating to empathetic listening so they satisfy legal and privacy obligations.
Select indicators that show whether active and empathetic listening is improving, and reject those that only look useful.
Who Should Attend
Talent and organisational development specialists working on active and empathetic listening.
Line managers who apply empathetic listening in practice.
Employee relations specialists handling cases arising from active and empathetic listening.
Recruitment and resourcing staff affected by empathetic listening.
Technical staff being prepared for supervisory responsibility over active and empathetic listening.
Analysts producing the data on which decisions about empathetic listening rest.
Course Modules
Active and empathetic listening: capability across the management line
2 sessions · 8 pointsSession 1Keeping active and empathetic listening alive after the initial push
- Prepare the summary of active and empathetic listening that senior management will read.
- State the purpose of empathetic listening in one sentence a new manager would understand.
- Anticipate the objections active and empathetic listening will raise and prepare the answers.
- Plan succession for roles most exposed to empathetic listening.
Session 2Explaining empathetic listening so people believe it
- Review active and empathetic listening for unintended equity effects across groups.
- Define who decides on empathetic listening and who may only recommend.
- Identify the data already collected that bears on active and empathetic listening.
- Script the difficult conversation empathetic listening requires and rehearse it.
Empathetic listening: fairness, equity and consistency
2 sessions · 8 pointsSession 1Appeals and grievances arising from empathetic listening
- Agree what will be standardised in active and empathetic listening and what will not.
- Confirm that contractual obligations around empathetic listening are understood.
- Check that records of active and empathetic listening answer the questions likely to be asked.
- Confirm records relating to empathetic listening meet retention and privacy rules.
Session 2Applying empathetic listening consistently to the person you like least
- Train line managers on active and empathetic listening rather than handling every case centrally.
- Design the communication for empathetic listening around the questions people will actually ask.
- Rehearse the briefing on active and empathetic listening that would follow an incident.
- Rank the weaknesses in empathetic listening by consequence rather than by ease of fixing.
Empathetic listening: communication and employee understanding
2 sessions · 8 pointsSession 1The hard cases in empathetic listening and how to reason about them
- Draft the minimum viable people policy for active and empathetic listening.
- Test the procedure for empathetic listening against a realistic scenario.
- Set the consistency check that catches uneven application of active and empathetic listening.
- Build the appeals route for empathetic listening and publish it.
Session 2Costing active and empathetic listening honestly, including the cost of inaction
- Name a single owner for each element of active and empathetic listening.
- Test the policy on empathetic listening against three real cases from the past year.
- Set escalation thresholds for active and empathetic listening that work out of hours.
- Set the annual review point for empathetic listening and who attends.
Empathetic listening: records, privacy and legal defensibility
2 sessions · 8 pointsSession 1The decisions in empathetic listening that cannot be delegated
- Estimate the cost of active and empathetic listening and the cost of leaving it unchanged.
- Identify where judgement in empathetic listening is legitimate and where it is not.
- Set the review interval for active and empathetic listening and who attends.
- Check that empathetic listening complies with current labour regulation in every location.
Session 2Piloting a change to empathetic listening before committing
- Establish what evidence demonstrates active and empathetic listening is under control.
- Establish the boundary of empathetic listening and record what sits outside it.
- Compare intended and actual outcomes of active and empathetic listening honestly.
- Identify the data the organisation already holds that bears on empathetic listening.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.