THE UNCOMMON ART OF LISTENING

Categories: Empathy Listener
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About Course

The Art of Listening is the foundation training program for sayHey listeners who support people going through grief, emotional distress, loneliness, relationship challenges, loss and other difficult life experiences.

The program teaches listeners how to listen with presence, patience, curiosity and empathy without rushing to give advice, solve problems or pass judgment.

Through engaging videos, stories, games, simulations, self-assessments, quizzes, role plays and practical listening exercises, participants will learn to recognise the difference between hearing and truly listening.

The course focuses on the behaviours that make another person feel genuinely heard and emotionally safe. Participants will learn how to pay attention to words, tone, pauses and emotions, ask appropriate questions, avoid assumptions and interruptions, paraphrase when necessary, and create enough space for a person to express what they are carrying.

The program is designed as the foundation certification for all sayHey listeners.

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What Will You Learn?

  • By completing this course, participants will be able to:
  • Understand what listening really means.
  • Distinguish hearing, listening, active listening and empathetic listening.
  • Recognise their own listening tendencies and blind spots.
  • Identify common listening barriers.
  • Maintain focused attention during emotional conversations.
  • Listen beyond words to tone, pauses and emotional cues.
  • Avoid making assumptions about what a caller means.
  • Ask open-ended, clarifying and emotionally appropriate questions.
  • Use paraphrasing and reflective statements effectively.
  • Avoid interrupting or dominating conversations.
  • Avoid giving unsolicited advice.
  • Respond without judgment.
  • Become comfortable with silence.
  • Recognise emotional shifts in a conversation.
  • Support people experiencing different forms of grief and distress.
  • Maintain healthy emotional boundaries.
  • Help callers express what they are carrying.
  • Create an experience of being genuinely heard.
  • Conduct a structured and empathetic listening conversation.

Course Content

MODULE 1 – THE LISTENING MIRROR
Baseline Assessment & Awareness The purpose of this module is to make participants aware of how they currently listen before teaching them how they should listen.

  • Video 1 – The Train Driver
    06:38
  • Video 2 – Ferret Them Out
    07:33
  • Video 3 – Googly Activity
    03:08
  • Video 4 – Pictionary
    09:02
  • Video 5 – Chinese Whisper
    10:20
  • Video 6 – One Word Story
    00:00
  • Video 7 – Understanding my Listening Skills
    00:00
  • Video 8 – Baseline Listener Assessment Questionnaire
    00:00
  • Video 9 – ‘I’m Fine’ – Case Study No 1
    00:00
  • Video 10 – The ‘Bro’ Story – Case Study No 2
    00:00
  • Video 11 – The ‘Father’ Story – Case Study No 3
    00:00
  • Video 12 – ‘I Can’t do this anymore’ – Case Study No 4
    00:00

MODULE 2 – WHAT IS LISTENING?

MODULE 3 – LEVELS OF LISTENING

MODULE 4 – THE LISTENERS FRAMEWORK
The 9 Steps to Become an Expert Empathetic Listener

MODULE 5 – ASKING THE RIGHT QUESTIONS
Why Questions Matter Questions should open the conversation rather than interrogate the caller.

PRACTICE LAB
Participants complete simulated conversations.

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