About
Active listening is one of the most important skills for staff working in supported accommodation. This course develops the confidence and competence needed to listen effectively, build trust and support young people in a safe and respectful way. When staff listen well, young people feel understood, valued and more willing to engage, which improves relationships, reduces conflict and strengthens support planning. The course explains what active listening is, why it matters and how it differs from simply hearing or responding. Learners explore verbal and non verbal communication techniques including reflective responses, clarifying questions, summarising, minimal encouragers and the use of silence. The training also introduces trauma informed communication, helping staff recognise when anxiety, fear or past experiences influence how young people speak or behave. Common barriers to communication are explored, including distraction, assumptions, environmental factors, cultural differences and shutdown. Staff learn strategies to overcome these barriers and adapt their communication to meet diverse needs, including neurodiversity and emotional regulation difficulties. Advanced modules focus on listening during difficult conversations, such as when young people are angry, distressed or withdrawn. Staff learn how to stay calm, maintain boundaries, avoid over involvement and know when to pause or redirect a conversation safely. The course also covers accurate recording, safeguarding considerations and Ofsted expectations around communication and young person voice. By the end of the course, learners will be able to use active listening in everyday interactions, support sessions and challenging moments, contributing to a safe, consistent and high quality environment for young people.