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Learning Objectives & Warm-up
Learning Objectives
Master Active Listening
Implement techniques to truly understand audience questions and concerns
Transform Q&A Sessions
Learn to respond thoughtfully rather than reactively during presentations
Develop Empathic Understanding
Connect with your audience at a deeper level during presentations
Warm-up Discussion
Question 1: What's the most challenging part of Q&A sessions for you?
Question 2: How do you currently prepare for audience questions?
Question 3: Describe a time when you felt truly heard during a presentation.
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Video Content & Key Takeaways
Key Takeaways
Most people listen to respond, not to understand
True listening requires setting aside your agenda
The restatement technique ensures mutual understanding
Active listening transforms Q&A sessions into dialogues
Video Notes
- People often listen only to formulate their response (00:45)
- The restatement technique: "What I hear you saying is..." (04:30)
- Empathic listening creates psychological safety (07:15)
- Active listening helps uncover the real question behind questions (10:20)
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Essential Vocabulary
Empathic
/emˈpaθ.ɪk/
Showing an ability to understand others' feelings
Empathic listening creates connection with your audience
Restatement
/ˌriːˈsteɪt.mənt/
Expressing the same idea in different words
Use restatement to confirm your understanding of questions
Dialogue
/ˈdaɪ.ə.lɒɡ/
A conversation between two or more people
Transform Q&A into meaningful dialogue with your audience
Clarification
/ˌklær.ɪ.fɪˈkeɪ.ʃən/
Making something clear or easier to understand
Ask for clarification when questions are unclear
Paraphrase
/ˈpær.ə.freɪz/
To express meaning using different words
Paraphrase questions to ensure understanding
Nonverbal
/nɒnˈvɜː.bəl/
Communication without words, using body language
Pay attention to nonverbal cues from your audience
Perspective
/pəˈspek.tɪv/
A particular attitude toward or way of regarding something
Understanding different perspectives improves your presentations
Acknowledgment
/əkˈnɒl.ɪdʒ.mənt/
Recognition of the existence or truth of something
Proper acknowledgment shows respect for audience questions
Validation
/ˌvæl.ɪˈdeɪ.ʃən/
Recognition or affirmation that a person's feelings are worthwhile
Validation helps create trust during Q&A sessions
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Grammar & Phrases
Active Listening Techniques
Clarifying Questions Structure
"Could you [elaborate/clarify/explain] [what you mean by/your concern about] [specific topic]?"
Use these structures to seek deeper understanding when audience questions or comments are unclear or need more detail.
Could you elaborate on that point?
Could you elaborate on your concerns about implementation costs?
What I hear you saying is...
What I hear you saying is that you're worried about the timeline. Is that correct?
Help me understand your perspective on...
Help me understand your perspective on how this would work in smaller organizations.
Are you asking about...?
Are you asking about the technical requirements or the training process?
Let me make sure I understand correctly...
Let me make sure I understand correctly - you're concerned about data security, right?
So you're suggesting that...
So you're suggesting that we should focus more on practical applications?
Empathic Response Patterns
Acknowledgment and Validation Structure
"[Acknowledgment phrase] + [validation of concern] + [bridge to response]"
Use this three-part structure to show empathy while maintaining professional credibility in your responses.
That's an excellent question
That's an excellent question, and I can see why that would be a priority for your team.
I can see why that would be concerning
I can see why that would be concerning, especially given your current workflow constraints.
Thank you for bringing that up
Thank you for bringing that up - it's exactly the kind of real-world challenge we need to address.
That's a valuable perspective
That's a valuable perspective, and I appreciate you sharing your experience with us.
I understand your hesitation about...
I understand your hesitation about making such a significant change to your current system.
You raise an important point about...
You raise an important point about scalability that many organizations face.
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Speaking Practice
Practice Activities
Restatement Technique Practice
Your Challenge
Practice using the restatement technique to ensure mutual understanding. Focus on paraphrasing the question and confirming your understanding before responding.
Scenario:
Audience member: "I don't think this will work in our industry because we have very different constraints."
Use "What I hear you saying is..." to restate their concern
Empathic Response Practice
Your Challenge
Practice responding with empathy and validation while maintaining professionalism. Show that you understand their perspective before providing your response.
Scenario:
Audience member: "We tried something similar before and it was a complete disaster."
Acknowledge their experience before addressing their concern
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Knowledge Quiz
Test Your Listening Knowledge
Question 1 of 5
What is the primary purpose of restatement in active listening?