Developing Dynamic Listening Skills Training

Module 1 – Being a good listener

I. What does it mean to be a good listener?

• Who is the best listener you know? What do they do right?
• Listen because you are curious, not generous
• Listening has no agenda

II. Communication blockers

• "Why" questions
• Interrupting, preaching, unsolicited advice
• Dismissing the other person’s feelings

III. How to become a better listener

• Active listening vs. distracted listening

Module 2 – Active listening techniques

IV. What does active listening look like?

• Tell yourself you will tell someone else about this conversation later on
• Check to ensure you understand
• Active listening: restate. summarize, ask questions

V. Body language

• Look at two video clips

VI. Questioning techniques

• Include people in conversation/decisions What do you think?
• Ask open-ended questions, avoid closed/leading questions

Module 3 – The talk ratio

VII. When to talk

• Consider why you are talking
• Interjections, minimal encouragers

VIII. When to give advice

• Not everyone is looking for advice
• How can I best support you?

IX. Active listening exercise

• Summarize what is being said
• Ask questions