Global Business Communication: From Writing to Listening

Preview the full scope of intro video and discover why intentional listening is the cornerstone of professional communication. You’ll learn how active listening differs from passive hearing, explore the Facts–Feelings–Identity framework, and understand how listening depth and question design shape workplace outcomes. This video sets the foundation for the skills you’ll build across all four lessons - including attention control, bias awareness, and trust-building behaviours.

Presents data (trust scores, retention, error reduction) and a quick anecdote to show the business and human ROI of listening. Answers the learner’s first “So what?” question.

Breaks active listening into Attend → Acknowledge → Clarify → Confirm. Shows practical micro behaviours (eye contact, minimal encouragers, paraphrase stems) that will be reused in later lessons.

Side by side roleplay: first a “passive hearing” exchange, then an “active listening” version with onscreen callouts that label the four building blocks in action.

Learn to spot the three concurrent layers of any message: what’s being said, how it feels, and what it means to the speaker. This framework helps you avoid surface-level responses and build deeper understanding.

Discover the three progressively deeper levels of listening—starting with self-focused internal awareness and moving toward fully attuned, intuitive connection. This video explores how each level affects what you hear and how others feel heard. You’ll see how great listeners operate beyond words to tune into tone, body language, and unspoken energy. Use this framework to elevate your presence in any conversation.

Apply what you’ve learned about the Facts–Feelings–Identity framework and the three levels of listening - internal, focused, and global. In this interactive exercise, you’ll analyze a sample conversation and tag what’s being said and how deeply it’s being heard. The activity helps you develop precision and presence in how you interpret real dialogue.

Learn when to use open vs. closed questions and how to layer them using a funnel technique. Discover how your sequence shapes the quality of responses you get.

Explore strengths-based questioning and how to probe for insight without steering the conversation. These approaches help people feel safe, seen, and willing to share.

Watch two versions of the same conversation—one clunky, one skillful—and analyze how question choice changes tone, trust, and clarity. Callouts highlight the questioning strategies in action.

Complete a guided reflection to identify your listening tendencies—analytical, empathetic, reactive, or supportive. Use the assessment to set growth targets.

Learn how common biases (e.g., confirmation, projection) distort what we hear. Reflect on your own triggers and how they shape your reactions in high-stakes conversations.

Build sustainable listening habits using a 30-day plan. You'll learn how to apply habit stacking, journaling, and self-checks to stay accountable and grow consistently.

This video introduces the heart of the course: how to listen so others feel understood and safe. You’ll get a preview of the Feel - Need - Offer formula, emotional trigger tools, and inclusion scenarios covered in the four lessons. Dr. Zackrison also explains how empathy builds trust and defuses conflict in high-stakes conversations.

Break down the three-part empathic response structure and learn how to use it in tough conversations. Examples show how this builds emotional safety.

Learn how to use appreciative questions to draw out values, hopes, and what’s working. You’ll see how this approach fosters openness and possibility.

Watch a before-and-after exchange between a manager and team member. Spot the shift when empathic listening is applied correctly.

Complete a guided worksheet to surface your common emotional triggers. Reflect on where they show up and how they affect your listening.

Learn a simple breathing and reframing routine to use mid-conversation when tension rises. Fast, effective, and repeatable.

Use habit-stacking and moment-of-awareness techniques to stay centered. Track progress with your 30-day listening plan

Explore high- vs. low-context cultures, silence interpretation, and turn-taking expectations. Practical guidance for global teams.

A role-play scenario where subtle listening adjustments change the dynamic completely. Includes a breakdown of techniques used.

A fast-reference checklist you can apply in real-time meetings or 1:1s to ensure inclusive listening in action.

Validate emotion, stabilize facts, and cocreate next steps.

A scripted performance review with escalating tension, followed by a replay showing effective emotional validation.

Spot what’s being said between the words—resistance, fear, uncertainty—and practice response strategies.

This video sets the stage for modern listening challenges in a tech-heavy, hybrid world. Dr. Zackrison previews how to build visibility and trust in remote meetings, read tone in written messages, and leverage AI like ChatGPT to summarise and tone-check. You’ll also be introduced to guardrails for ethical AI use.

Learn how to prime others and yourself for better listening using agendas, roles, and tech setup.

Use reactions, chat support, and round-robin prompts to show people they’re heard in real time.

Create simple, high-signal meeting recaps that reinforce listening and drive action.