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Deep Listening Intelligence for Middle Managers

“Managers with deep listening skills drive 23% higher team performance (Gallup) and are 5x more likely to be promoted (HBR).”

In today’s complex workplaces – whether public agencies, multinational corporations, or nonprofits – the gap between ‘hearing’ and truly understanding costs time, trust, and results. Studies confirm that executives spend 55% of their workday listening yet retain only 25% of the information they hear (HBR).

Objective

This intensive one-day course closes that gap. Through evidence-based techniques, managers gain practical skills to decode unspoken needs, inspire teams, and drive cross-functional alignment. Participants leave with actionable strategies to boost performance, trust, and influence – immediately applicable in any organisational context.

This intensive course delivers a competitive edge, equipping middle managers with the mindset, stamina, and tools to listen with clarity, empathy, and influence — even under pressure.

Outline

Module 1: The Strategic Listener’s Mindset

• Science of listening: Attention, retention & neural biases
• Self-assessment: Identifying your dominant listening style
• The four pillars of managerial listening (Presence, Inquiry, Synthesis, Impact)

Module 2: Mastering Cognitive Agility

• Listening stamina: Strengthening mental presence in long or complex conversations
• Distraction control: Spotting and managing internal and external interrupters
• Stretch techniques: Tactical pausing, anchor listening, and mental summarising
• Agility under pressure: Staying present in emotionally charged or high-stakes dialogue

Module 3: High-Impact Listening Techniques

• Nonverbal intelligence: Reading cues and projecting receptivity
• Precision paraphrasing: Framing understanding for alignment
• Empathic engagement: De-escalating conflicts and uncovering needs
• Feedback mastery: Giving/receiving input with psychological safety

Module 4: From Insight to Execution

• Cross-functional alignment strategies
• Turning insights into action: Personal listening improvement plan
• Peer coaching: Practise and commit to one high-impact listening habit

Who should attend

Middle managers (public/private) with 3 to 5 years leading teams who are ready to:

• Elevate their leadership impact beyond task execution
• Unlock higher performance through psychological safety
• Become catalysts for cross-boundary collaboration

Methodology

The course is designed to include varieties of instructional methods such as:

• Mini-lectures: Clear, concise concept explanations
• Self-assessment: Personal listening style diagnostic
• Demonstrations & practice: Watch and then apply techniques
• Case discussions: Real-work scenarios (e.g., team conflicts)
• Role plays: Safe practice for tough conversations
• Group sharing: Peer experience exchanges
• Post workshop challenge

Profile of Catherine Chai

Employer Brand Strategist | Leadership & Team Coach | Learning Experience Designer

Catherine Chai is a seasoned facilitator, executive coach, and learning strategist with over 20 years of experience. She brings a unique blend of business acumen, human insight, and infectious energy to every room, whether she’s coaching senior executives, running leadership offsites, or equipping middle managers to become effective people developers.

As the founder of Broc Consulting, Catherine has led more than 300 projects across Asia, partnering with Asia-based multinationals, public institutions, nonprofit organisations organisations and forward-looking SMEs. She has a keen eye for where culture, communication, and leadership intersect. She’s known for designing engaging, impactful and practical learning experiences that stick.

Catherine holds the ICF Professional Certified Coach (PCC) credential and is a sought-after speaker on employer branding, coaching leadership, and culture transformation. She also chairs the EGN HR Leaders Peer Group and serves as an adjunct faculty member at the Singapore University of Social Sciences, where she teaches Strategic Brand Management.