Active Listening Skills For F&B Managers

About This Course

In hospitality, strong communication starts with great listening. For F&B managers, active listening helps you lead with clarity, reduce misunderstandings, and strengthen team trust. It’s a practical skill that improves service, solves problems faster, and supports a more connected work environment.

In this course, you will learn:

• What active listening is and how it supports leadership

• Common communication barriers and how to avoid them

• Techniques to listen with focus and respond with empathy

• How to apply listening skills in guest interactions, feedback, and daily service

Each chapter includes a short quiz, with a final assessment at the end of the course. Successful completion earns a certificate demonstrating your knowledge of “Active Listening Skills For F&B Managers.”

Course Curriculum

4 Chapters

Chapter 1 - Introduction to Active Listening

Defines active listening and its importance in hospitality. Explains how focusing, understanding, and giving feedback improve guest satisfaction, resolve conflicts, and enhance teamwork.

Chapter 2 - Components of Active Listening

Covers the key elements of effective listening—attention, empathy, clarification, and reflection—and identifies common barriers like distractions, preconceptions, and emotional reactions.

Chapter 3 - Techniques for Effective Active Listening

Provides practical tools such as maintaining eye contact, using open body language, minimising interruptions, summarising key points, and asking open-ended questions to build stronger guest and staff relationships.

Chapter 4 - Enhancing Team Communication Through Active Listening

Explains how to use active listening to encourage open dialogue, manage conflicts, recognise contributions, and create a supportive team culture that drives collaboration and innovation.