WELCOME – about us
Graham, originally from North Wales, has a rich and varied background. He served with distinction in both the Royal Navy and the Royal New Zealand Navy and played National League football for North Shore United and Mt. Wellington.
He is married to Shelley, a kiwi from the Bay of Islands, and together they have two children, Mackenzie and Gareth, as well as two grandsons, Hudson and Reo, and two granddaughters, Avyana and Vivienne. After working side by side in New Zealand for over 24 years, Graham and Shelley founded Success Resources International, a training business they successfully ran until their move to Australia in 2002.
In late 2018, they returned to their beloved New Zealand and now reside in Paihia, nestled in the stunning Bay of Islands. Shelley, eager to share her passion for design and her hometown, created the charming BNB Reserve on Kowhai.
Graham continues to make a significant impact through his work, conducting over one hundred leadership, sales, fixed operations, and customer experience workshops each year. He is the founder of Success Resources International, a Registered Training Organisation (RTO31335) in Brisbane, and GTE Training & Development Ltd in New Zealand.
GTE Training & Development was founded to deliver cutting-edge training across management, sales, parts, service, and customer experience in New Zealand and Australia. With an active role at Success Resources International, Graham offers a range of Nationally Recognised Qualifications, including Automotive Dealer training, Sales License Certification, Certificate IV in Leadership and Management, and the Diploma of Automotive Management.
Graham’s approach is grounded in the belief that enhancing skills and effectiveness is most successful when the experience is relaxed, relevant, and enjoyable. His commitment is to create a learning environment where positive outcomes naturally follow.
We’ve crafted exceptional programs designed to work closely with you and your team, offering personalized coaching and workshops that align perfectly with your strategies and business goals. Our aim is to elevate participants’ skills and motivation, helping them thrive regardless of their industry experience. By integrating top-notch mentoring and coaching techniques, we’re committed to driving success and fostering growth for all those who are happy to learn.
ACTIVE, REFLECTIVE EMPATHETIC LISTENING
Active, reflective, and empathetic listening are three key components of effective communication, each with its own distinct role but interrelated in practice. Here’s a breakdown of each:
How They Work Together:
- Active listening sets the stage by ensuring you’re fully engaged and attentive.
- Reflective listening helps confirm that you’ve understood correctly and provides the speaker with feedback.
- Empathetic listening takes it a step further by addressing the emotional aspects and demonstrating that you care about their experience.
In practice, these forms of listening often overlap and complement each other. For example, active listening can lead to reflective and empathetic responses, and empathetic listening often involves active engagement and reflection. Mastering all three can greatly enhance communication and foster stronger relationships.
WHAT YOU WILL LEARN
Active Listening
Definition: Active listening involves fully focusing, understanding, and responding to a speaker. It requires giving your full attention without distractions.
Key Elements:
- Focus: Pay close attention to the speaker without interrupting or letting your mind wander.
- Non-verbal Cues: Use eye contact, nodding, and other non-verbal signals to show engagement.
- Feedback: Provide appropriate responses, such as summarizing key points or asking clarifying questions.
Purpose: To ensure you truly understand the message being conveyed and to demonstrate that you value the speaker’s input.
Reflective Listening
Definition: Reflective listening is a technique where the listener mirrors back what the speaker has said, often in their own words, to confirm understanding and show empathy.
Key Elements:
- Paraphrasing: Restate what the speaker has said in your own words to show you’ve understood their message.
- Clarification: Ask questions to ensure you have correctly interpreted the speaker’s message.
- Validation: Reflect the speaker’s feelings and thoughts to validate their experience.
Purpose: To clarify and verify understanding, and to provide the speaker with feedback that shows you are engaged and that their message is being heard.
Empathetic Listening
Definition: Empathetic listening involves understanding and sharing the feelings of the speaker, allowing you to connect with them on an emotional level.
Key Elements:
- Empathy: Put yourself in the speaker’s shoes and understand their emotions and perspective.
- Emotional Response: Acknowledge and validate the speaker’s feelings and emotions.
- Supportive Reactions: Provide reassurance and support, showing that you care about their emotional well-being.
Purpose: To build trust and rapport, and to create a deeper connection by showing genuine concern for the speaker’s feelings and experiences.
LESSONS
ACTIVE, REFLECTIVE EMPATHETIC LISTENING