Listening to Understand

A self-paced course that turns listening into four practical steps: give full attention, say back what you heard, ask open questions and confirm the next steps.

Who it is for

• Employees in any role and industry who talk with customers, clients or coworkers and want fewer misunderstandings.

• Organizations that want optional, self-paced development courses in their learning system for employees to take on their own.

• HR and training teams and business owners building an elective library without facilitators.

The problem it solves

Most people listen in order to reply. They hear the first few words, decide what the problem is and start answering, so people repeat themselves, details are missed and simple requests turn into second calls. This course shows employees how to listen in order to understand, face to face, on the phone, in meetings and in email and chat, and how to show the other person that they did.

What is inside

E-learning (SCORM 1.2), about 18 minutes, 18 screens, text-only (no sound needed)

• A starting self-check on eight everyday listening habits, private to the learner

• The Four-Step Listen: four steps, taught with examples from a pharmacy, a home cleaning service, a property management help desk and a restaurant kitchen

• Flip cards, reveal-the-answer examples and channel tabs on the teaching screens

• Three practice scenarios (a concern in a video meeting, an email about a proof, and a phone call about a quote) with feedback on every choice

• A short quick check (not graded), a "try it this week" plan builder and a final self-check that compares before and now

• A one-page pocket card download and a certificate of completion

Personal workbook (with the $199 option)

• Printable PDF (13 pages) and editable Word file (14 pages)

• Self-checks, the model card, a distractions checklist, say-back practice, closed-to-open question practice, a next-steps log, practice reflections, conversation planners, a 30-day plan and a progress tracker

How it works in your LMS

1. Upload the SCORM 1.2 zip as an optional course.

2. Employees take it at their own pace; it remembers where they stopped.

3. The course reports completed when the learner reaches the certificate. There is no pass mark. If the learner takes the quick check, the score is reported for information only.

4. Self-check answers and plans stay on the learner's device and are not sent to the LMS.

Formats and file types

• SCORM 1.2 zip (1.0 MB), runs offline with packaged fonts, works on desktop and phone.

• Workbook: PDF (13 pages, US Letter) and Word (.docx, 14 pages).

Frequently asked questions