This comprehensive, trainer-led course transforms passive hearing into active processing. Over a full day, participants will master the internal and external mechanics of listening, decode non-verbal signals, and apply the HURIER model to complex scenarios. The curriculum balances deep theoretical grounding with high-impact, no-material simulations to ensure lasting behavioural change.
Are you truly hearing your team, or just waiting for your turn to speak? Most of us listen to reply, not to understand. This one day course changes that forever. You will transform from a passive listener into an active processor who decodes the full emotional truth behind every word. Stop losing critical information and building barriers with your own ego. Instead, gain the confidence to manage bias and master the complete listening cycle. Whether you book an open course, a closed group session, or one to one coaching, the result is the same: lasting behavioural change. You will leave with six CPD hours and a toolkit that works instantly. Don't let another conversation slip away unnoticed. To find out more, contact us at lets talk at e q v dot co dot uk.
Counts towards 6 CPD Hours1 Day9:00 - 5:00 for GroupsOpen Public & Closed Group
Please reflect on one or more of the questions below and come prepared to discuss your responses during the session.
Self-Assessment: On a scale of 1–10, how would you rate your current skill level in this subject? What factors influenced your rating?
Development Focus: Identify one specific behaviour, skill, or capability you would like to improve or develop further.
Relevant Examples: If possible, bring one or two relevant examples or scenarios from your experience that you would be willing to share with the group.
What You Will Learn
Distinguish between 'Actual' (biological hearing) and 'Active' (cognitive processing) listening to improve outcomes.
Identify and manage internal barriers such as bias, ego, and the urge to formulate responses prematurely.
Apply the HURIER model systematically to structure the listening process and prevent information loss.
Decode non-verbal communication signals to understand the full emotional context of a message.
Utilise the SOLER+ framework to demonstrate openness and validate the speaker's perspective.
Practice specific techniques to reframe interruptions and maintain focus during difficult conversations.
Differentiate between Level 1, 2, and 3 listening to adapt to the depth required by the situation.
Construct effective feedback loops that validate the speaker and confirm mutual understanding.
Your Post-Course Challenge
Within 30 days, apply the 'Yes, And' technique in at least three difficult conversations.
Record one instance where you used the 'Reset Button' to regain focus.
Reflect on how your listening style has changed and share your experience with a colleague.
Counts Towards 6 CPD Hours
This course contributes 6 hours of Continuing Professional Development. Delegates can log these hours as evidence of structured learning for professional bodies and employers.
This transformative programme is designed for professionals who recognise that true communication begins with understanding rather than simply waiting to speak. It is particularly valuable for individuals who wish to move beyond passive hearing to become more empathetic, effective, and influential in their daily interactions.
This course is ideal for:
Managers and team leaders who need to resolve conflicts and build stronger relationships with their staff
Customer service professionals looking to de-escalate tense situations and better understand client needs
Human resources practitioners who require advanced skills for conducting sensitive interviews and appraisals
Sales and account managers aiming to deepen client trust by demonstrating genuine interest and validation
Healthcare and support workers who must interpret non-verbal cues to provide compassionate and accurate care
Anyone seeking personal development who wants to reduce misunderstandings and improve their overall emotional intelligence
No prior experience needed
This course is fully accessible to all participants regardless of their current role or background. We do not expect any previous training in communication theory or psychology, as the curriculum is structured to guide you from foundational concepts to advanced application in a supportive environment.
What you will take away
Delegates will leave with a renewed ability to engage deeply with others, ensuring that every conversation results in clear mutual understanding. You will gain the confidence to navigate complex emotional contexts, eliminate common communication barriers, and foster an environment of trust and openness in your workplace.
For Groups & Teams
We can deliver this training session in several ways to suit your organisation’s needs:
Open Public Course
Join delegates from other organisations on a scheduled date
Closed Group
Exclusively for your team, using your real scenarios
In Person
Face-to-face at your premises or a venue of your choice
Virtual
Live, interactive online delivery via Teams or Zoom
One-to-One Coaching
Personalised sessions tailored entirely to you
Have two or more people to train?
You may want to consider a closed group course. Benefits include:
Cost effective for teams
Choose a date to suit you
Customise content and timings
No minimum delegate numbers
Uses your real-world scenarios
Builds shared language in your team
Contact us on [email protected] to discuss specific dates and delivery requirements.
How Our Tutor-Led Courses Are Delivered
Before the day
Delegates are given pre-work to complete before attending. This ensures everyone arrives with relevant context and real scenarios from their own experience, so learning is immediately relevant and actionable from the first minute.
On the day
Our sessions are participative and highly interactive. We don’t do “death by PowerPoint” — instead, the day includes a variety of engaging activities throughout:
Real-world casework using your scenarios
Practical hands-on exercises
Real Play (not role play) simulations
Peer learning and group discussion
Case studies and scenario work
Facilitated discussion and structured reflection
What you leave with
Participants leave with:
Practical tools — frameworks and models you can use straight away
Clear action plans — specific next steps tailored to your role
Greater confidence — built through intensive, realistic practice
Skills you can apply immediately — not theory, but techniques tested during the day
After the day
Post-session measurements and a 30-day challenge ensure that learning is embedded and behaviour change is sustained.
Key Features
Course Duration is 1 Day
Engaging tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
Priced per delegate per day for open public course
£449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.
