Active Listening. Learning Objectives. By the end of this module, the learner will have

Size: px
Start display at page:

Download "Active Listening. Learning Objectives. By the end of this module, the learner will have"

Transcription

1 1 Active Listening Learning Objectives By the end of this module, the learner will have An understanding of what is meant by active listening Gained insight into your natural listening strengths and areas for improvement Reviewed techniques that you can use to listen actively Reviewed some common pitfalls to avoid This module starts with a reflection activity. Understanding My Listening Style The purpose of this exercise is to help you reflect on your natural listening style. Once you know where your natural strengths are and your areas for improvement, you have something to build on. STEP 1 As soon as possible answer the 6 questions in the quiz below. Give the first response that comes to mind, without thinking too much about it. This should take no longer than 5 minutes. STEP 2 During the following few days, pay attention to your listening style in your day-to-day conversations, bearing in mind the questions asked in the quiz. Take a few moments to reflect on conversations when you have the chance (you don t need to set time aside for this it can be done on your commute to work for example.) STEP 3 A few days later, answer the quiz again, bearing in mind your analysis of your conversations. Please be honest with yourself. You will not be asked to share the results of this quiz with anyone.

2 2 Respond to the questions below, rating your listening skills on a scale of 1 to 5, as follows: 1 = never 2 = rarely 3 = sometimes 4 = often 5 = very often I plan what I am going to say in response, before the other person has finished speaking. 1 st Answer 2 nd Answer (a few days later) I anticipate what the other person is going to say, and finish his / her sentence. When someone is telling me about something that has happened to them, I think about similar events in my own life. I find it difficult to pay attention if the subject under discussion bores me. I become irritated by the way some people speak (e.g. because of regional accents, speed, slang or grammar mistakes). If I am irritated by the way someone speaks, I focus more on the irritation than on the content of what the other person is saying. Now that you have evaluated your natural listening style twice, take a few moments to reflect on the outcome. You may wish to use the following questions as a starting point: 1. Was there a difference in your assessment of your listening style between your first and second responses? 2. Were you surprised by your observations of your listening style? 3. Did you notice any differences in your listening style when comparing conversations from your professional and personal lives?

3 3 4. Where would you like to improve your listening style? 5. What do you think will be the greatest challenges in working on improving your listening style? What is meant by "active listening"? "I'm a good listener" is a claim that we often hear, especially when someone is encouraging us to share a confidence or worry with them. But good listening skills are essential at all times, especially in the workplace. One description of what it means to listen "actively" is as follows: " I make a sincere effort to really hear what the other person is saying - and is not saying. I check my understanding by confirming, in my own words, that what I heard is the message that the other person wanted to transmit. Then I can formulate my response." This may seem simple enough, but many people find the reality more complicated. This is partly due to the fact that most people are capable of hearing and processing words at a much faster rate than others can speak. The listener may therefore adopt certain behaviours that have a negative impact on their ability to listen actively. Some of these were identified in the activity at the start of this worksheet and the mnemonic RAIDERS is a way of remembering the pitfalls to avoid: Rehearse: Listeners often mentally rehearse their response, preparing what they will say and how they will say it. This may be because the listeners wants to be seen to be quick off the mark or sharp-minded, or in a group conversation, it may be due to a concern that others will jump in with a response first. However, if we are mentally rehearsing a response, we are missing some of what is being said by the speaker. And it may be something crucial. Advise: Listeners are often keen to give advice, or express their point of view. However, it is important to consider whether the speaker is indeed seeking your advice. It may be that they simply want a sounding board or someone to listen while they formulate optional courses of action for themselves. Identify: It is not unusual to find oneself identifying with the speaker s dilemmas or experiences, and to then think back to one s own life and situation. Apart from the obvious potential pitfall of subsequently losing concentration, there is also the risk that the listener may presume that the speaker's situation is exactly like their own, and that the best course of action will also be the same.

4 4 Dream: You may have found in the listening activity at the beginning of this worksheet that you have a tendency to lose concentration if the topic of conversation is not one which is of interest to you. Evaluate: It is a natural reaction to make judgements about what we are hearing. We may be judging an individual s personality, or background. We may also be judging their decisions, and past or proposed actions. Reject: If something raises a particularly strong negative feeling in the listener, then they may reject the speaker altogether, dismissing what they are saying. Sympathise: While it may seem to be a positive approach to take, being overly sympathetic to a speaker's worries or concerns may lead the listener to focus entirely on emotions, and not enough on the facts of the speaker's message How to become a good active listener In this section we will look at three techniques: Reflecting Back Listening for messages Questioning, probing and encouraging Reflecting Back In the example of the description of active listening above, we saw that a key stage is to...check my understanding by confirming, in my own words, that what I heard is the message that the other person wanted to transmit. An effective method of doing this is by reflecting back, or paraphrasing the speaker s apparent message in your own words. An example of this may be You seem to be concerned about your upcoming job interview. When reflecting back, it is key to use your own words. If you simply repeat the speaker s words back to them, then you lose the chance to check that you have understood. Listening for messages Listening actively does not only involve listening to the actual words which are spoken. It is also requires the listener to pay attention to what is not said. This may include silences, nonverbal signals, and underlying emotional messages. However, be cautious when reflecting back to check for underlying emotional messages. It may be that the speaker has not addressed emotions in what they have said because they do not wish to talk about them.

5 5 Questioning, probing and encouraging Questioning is an important tool in active listening, as a way to thoroughly understand the message that the other person wishes to transmit, before expressing one s own point of view. Caution should be exercised when probing, or digging deeper, into what the other person has to say. A gentle way to probe can be use of phrases such as Tell me more Go on That is interesting Yes? and non-verbal utterances such as ummm, ahhh etc., or nodding (in a face to face meeting) which let the other person know that you are listening and paying attention, but avoid uncomfortably long silences. Questioning Techniques: Open versus Closed Questions You may be aware that questions can be classed as open or closed : Closed questions are those which have a limited range of responses, and so leave little room for the respondent to add their thoughts. They may or may not also be leading questions i.e. leading the respondent to give a particular answer. For example: Are you worried about anything else? Don t you think it would be a good idea to write your CV first? Open questions are those which encourage the respondent to give full, meaningful answers, sharing, where appropriate, their knowledge, opinions and emotions in detail. For example: What other concerns do you have? What is your to do list between now and our next meeting?

6 6 Reflection Activity Under what circumstances is it advisable to use open questions? When may it be preferable to use closed questions? A common rule of thumb is that it is more effective to ask open questions, as they encourage the respondent to think more widely around the topic. However, there are times when closed questions are appropriate for example when asking for, or clarifying facts. However, it is still necessary to exercise caution, as what may be seen as fact-seeking may actually be limiting the respondent s opportunity to reflect. For example: Do you know anyone who already does a similar job, and who you could talk to, in order to find out more about what it involves? It is easy for the respondent to simply answer No. Whereas the phrase Let s think about who you know who does a job that is similar is much wider, and encourages the other person to reflect. If you were to help a young person such as Jess with career and life choices, you may use the following open questions and requests, amongst others: Tell me what you understand about how I will be able to help you. I thought we could use first names when we address each other. How do you feel about that? Tell me more about how you feel when you think about making your career choices. What is stopping you from making a decision over what to do next? Imagine that you have made a decision how will you feel? How will you feel once you have submitted this difficult job application? TURBO The mnemonic TURBO is a convenient way to remember some of the key points about active listening.

7 7 Take Notes: jotting down one or two words as the person speaks helps to stay focused on the conversation, and recall key points. However, do not attempt to take copious notes, as this can have the reverse effect of concentrating too much on accurate note-taking and not enough on the messages transmitted by the speaker. Use silence: silence can be a powerful way of encouraging a person to carry on, without giving the impression that you are just waiting for them to pause, so that you can jump in with your own thoughts. Allowing silent moments in a conversation does not always feel natural, but is a skill worth practicing. Reserve judgement: as mentioned above, we are often too quick to evaluate and judge speakers. Be interested: show interest by nodding or giving verbal encouragement at appropriate moments. Omit distractions: telephones beeping, s arriving, and a range of other distractions compete for our attention. Create the best environment for active listening, by making a conscious decision not to allow interference with our concentration. Concluding Reflection Points Take a few moments to reflect on what you have taken away from this worksheet. When answering the questions below, think about the different aspects of your life (work, family, hobbies etc.) and how you could use different learning points in each of these contexts. 1. What were the key learning points for me? 2. What learning points will I aim to use within the next week? 3. What learning points will I aim to use within the next month? 4. What learning points will I aim to use within the next 3 months? 5. What action steps will I take to use these learning points? See also: Giving Effective Feedback Understanding Motivation Coaching Techniques Understanding the Johari Window

Listening skills audit

Listening skills audit Listening skills audit There are 30 statements to consider. Decide how much you agree or disagree with each statement, and circle the appropriate number. Once you re finished, count up your score and see

More information

Effective Listening Skills

Effective Listening Skills Effective Listening Skills Overview: This class will teach awareness and knowledge of good listening skills Key Goal: To listen to people and show respect to the speaker. List the benefits of good listening

More information

basic coaching skills

basic coaching skills basic coaching skills e-course Lesson 1 Listening Skills The objective of the lesson To confidently develop and practice your listening skills as a basis for developing your coaching skills. The areas

More information

Assertive Communication

Assertive Communication Learning Package Seven Assertive Communication Image from - http://vtiperformance.com/communicationtraining/assertivecommunicator.html Created: October 2011 CRANAplus 1 This Learning Package ties together

More information

Finding Your Next Job: Interview Tips

Finding Your Next Job: Interview Tips Finding Your Next Job: Interview Tips Your CV shows that you have the skills and experience to do the job. Now you have the opportunity to persuade your potential future employer in person. Preparation

More information

Communication Skills for Effective Laboratory Management RT Erasmus Stellenbosch University and NHLS

Communication Skills for Effective Laboratory Management RT Erasmus Stellenbosch University and NHLS Communication Skills for Effective Laboratory Management RT Erasmus Stellenbosch University and NHLS Outline Learning Objectives Introduction Awareness of Your Personal Style Skillful Listening Expressing

More information

THE COACHING FEEDBACK MODEL

THE COACHING FEEDBACK MODEL 1 THE COACHING FEEDBACK MODEL What did you notice about your performance? What did you like about what you did? What I liked was If you could do it again, what would you do differently? What will it be

More information

GROW@BU Coaching Tools

GROW@BU Coaching Tools GROW@bournemouth.ac.uk Page 0 Contents 1. Introduction... 2 2. The Coaching Conversation... 3 3. Understanding Coaching Questions... 4 4. Starting a Coaching Conversation... 5 5. Coaching Behaviours...

More information

Teaching and Educational Development Institute. Presentation skills for teachers

Teaching and Educational Development Institute. Presentation skills for teachers Presentation skills for teachers Presentation skills for teachers Your success as a teacher is largely determined by your ability and skill in communicating your message. We have all experienced teachers

More information

Today, we re going to talk about conflict resolution. As you know, conflict is a normal part of life. Whether it s at work, at home, with friends or

Today, we re going to talk about conflict resolution. As you know, conflict is a normal part of life. Whether it s at work, at home, with friends or Today, we re going to talk about conflict resolution. As you know, conflict is a normal part of life. Whether it s at work, at home, with friends or neighbors, disagreements between people happen. When

More information

Succeed at your Interview

Succeed at your Interview Succeed at your Interview The interview process is still the most vital part of the recruitment process and making the right impression with an interviewer will mean the difference between a job offer

More information

III. Best Practices/Resources

III. Best Practices/Resources Reviewing the Application/Resume Before beginning the screening process, take a few minutes to review the job description and the established evaluation criteria. The purpose of the initial screening of

More information

Reflection. Structured reflection

Reflection. Structured reflection 1 Reflection Reflection is an everyday process. We reflect on a range of everyday problems and situations all the time: What went well? What didn t? Why? How do I feel about it? We don t usually follow

More information

Giving Presentations. 7.1 Prepare Well

Giving Presentations. 7.1 Prepare Well 7 One of the things you will often be asked to do at the university is to give a presentation in class. Many people are terrified of public speaking and would do anything to get out of it. Nevertheless,

More information

Clarifying: the techniques of Summarising, Paraphrasing, Reiterating and Mirroring

Clarifying: the techniques of Summarising, Paraphrasing, Reiterating and Mirroring Clarifying: the techniques of Summarising, Paraphrasing, Reiterating and Mirroring PART 1: SUMMARY This article explores the use of Clarifying Techniques in coaching: Summarising, Paraphrasing, Reiterating

More information

How to Sell Yourself in a Job Interview

How to Sell Yourself in a Job Interview TOOLS Interview Tips Helpful Interview Hints How to prepare for the first important meeting What to expect Be prepared The Interview Interview Techniques Most frequently asked questions Facing the Interviewer

More information

Presentation Skills. Presentation Preparation

Presentation Skills. Presentation Preparation Presentation Skills Effective Presentations Tips & Best Practices There are several aspects to successful presentations. To learn more about preparing and delivering speeches or presentations, we suggest

More information

STEP 5: Giving Feedback

STEP 5: Giving Feedback STEP 5: Giving Feedback Introduction You are now aware of the responsibilities of workplace mentoring, the six step approach to teaching skills, the importance of identifying the point of the lesson, and

More information

Insights into Effective Communications

Insights into Effective Communications Insights into Effective Communications Page 1 of 5 by Colin Campbell, Learning Solutions Architect Global, Insights Learning & Development of Dundee, Scotland Almost everything anyone wants or needs will

More information

Module 9. Building Communication Skills

Module 9. Building Communication Skills Module 9 Building Communication Skills Essential Ideas to Convey To apply a facilitative approach to supervision, supervisors have to approach the people they manage in a different way, by using certain

More information

THE 4-H INTERVIEW. Preparing Yourself

THE 4-H INTERVIEW. Preparing Yourself THE 4-H INTERVIEW The 4-H program provides a number of opportunities for members to participate in individual interviews for county, district and state awards. The following information provides some suggestions

More information

The Coaching Workshop: How to communicate and motivate in a coaching style

The Coaching Workshop: How to communicate and motivate in a coaching style The Coaching Workshop: How to communicate and motivate in a coaching style David A. Kahn, MS, LPC, LPCS The Counseling Center of Florence, LLC 323 South McQueen Street Florence, South Carolina, 29501 (843)

More information

RESPECT 4 U. Unit B. Assertiveness and Communication

RESPECT 4 U. Unit B. Assertiveness and Communication Unit Purpose: The lessons in this unit emphasise the importance of communication and critically analyse different approaches to communication. This analysis will include a focus on verbal and non-verbal

More information

Helping English Language Learners Make Sense of Math Word Problems

Helping English Language Learners Make Sense of Math Word Problems Helping English Language Learners Make Sense of Math Word Problems A Lesson with Second Graders Rusty Bresser, Kathy Melanese, and Christine Sphar Featured in Math Solutions Online Newsletter, Fall 2008,

More information

Training Session Plan: Developing Communication Skills

Training Session Plan: Developing Communication Skills Training Session Plan: Developing Communication Skills Session: Developing Communication Skills Session purpose: Learning outcomes: The purpose of this session is to give you tips and techniques on how

More information

encoding communication decoding participants context messages meanings physical context social context symbols Chapter 1 Chapter 1 Chapter 1 Chapter 1

encoding communication decoding participants context messages meanings physical context social context symbols Chapter 1 Chapter 1 Chapter 1 Chapter 1 communication encoding participants decoding messages context meanings physical context symbols social context the process of putting our thoughts and feelings into words and non-verbal cues the process

More information

TEN TOP TIPS FOR GREAT FOCUS GROUPS

TEN TOP TIPS FOR GREAT FOCUS GROUPS TEN TOP TIPS FOR GREAT FOCUS GROUPS There s no doubt that great focus groups require meticulous planning. My Top Ten Tips below can t guarantee great groups on their own, but they will go a long way to

More information

What happens to my application form? How do I apply? Completing the form

What happens to my application form? How do I apply? Completing the form Application Advice BSc (Hons) Nursing at York 2015 How do I apply? You can make an application for our nursing programme through UCAS. The main application period is between September and January. During

More information

Effective Communication in the Workplace. How well do you communicate????

Effective Communication in the Workplace. How well do you communicate???? Effective Communication in the Workplace How well do you communicate???? Objectives Identify three types of communication Examine barriers to effective communication Discuss three dimensions to any communication

More information

TRACOM Sneak Peek. Excerpts from. Managing Conflict. Working with SOCIAL STYLE Series

TRACOM Sneak Peek. Excerpts from. Managing Conflict. Working with SOCIAL STYLE Series TRACOM Sneak Peek Excerpts from Managing Conflict sm Working with SOCIAL STYLE Series Managing Conflict Table of Contents Introduction: Style and Conflict... 5 The Role of SOCIAL STYLE in Conflict... 7

More information

Top Tips For Interview Success

Top Tips For Interview Success Top Tips For Interview Success Introduction Interviews can be a daunting combination of nerves, pressure and lots of handshakes. Here at MITIE, we want you to enjoy the experience and find people who believe

More information

INTERVIEW ANSWERS QUESTIONS RELATED TO YOUR STRENGTHS. Good Examples:

INTERVIEW ANSWERS QUESTIONS RELATED TO YOUR STRENGTHS. Good Examples: INTERVIEW ANSWERS Many interview questions can be answered with a similar response. When preparing for an interview, study the related questions and prepare an answer that you could use for any of the

More information

Focus Group Guidelines: How to Plan for and Facilitate a Focus Group Sample Focus Group Questions Summarizing Focus Group Results

Focus Group Guidelines: How to Plan for and Facilitate a Focus Group Sample Focus Group Questions Summarizing Focus Group Results What will I find in this section of the toolkit? Toolkit Section Introduction to the Toolkit Assessing Local Employer Needs Market Sizing Survey Development Survey Administration Survey Analysis Conducting

More information

EFFECTIVE EVALUATION. Tips and Techniques for Giving Helpful Evaluations WHERE LEADERS ARE MADE

EFFECTIVE EVALUATION. Tips and Techniques for Giving Helpful Evaluations WHERE LEADERS ARE MADE EFFECTIVE EVALUATION Tips and Techniques for Giving Helpful Evaluations WHERE LEADERS ARE MADE EFFECTIVE EVALUATIO N TOASTMASTERS INTERNATIONAL P.O. Box 9052 Mission Viejo, CA 92690 USA Phone: 949-858-8255

More information

TIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW

TIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW TIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW Preparing for the Interview RESEARCH Don t forget to research the organization/company before the interview. Learn what you can about the workplace prior

More information

Boost Your Mind Power Week by Week Bill Lucas

Boost Your Mind Power Week by Week Bill Lucas The Big Idea Boost Your Mind Power Week by Week Bill Lucas The human mind is so complex that it was believed to be like empty vessels waiting to be filled with facts and figures. But with the advent of

More information

100 Ways To Improve Your Sales Success. Some Great Tips To Boost Your Sales

100 Ways To Improve Your Sales Success. Some Great Tips To Boost Your Sales 100 Ways To Improve Your Sales Success Some Great Tips To Boost Your Sales 100 Ways To Improve Your Sales Success By Sean Mcpheat, Managing Director Of The Sales Training Consultancy What makes a successful

More information

The Speaker s Choice. Communicating Credibility

The Speaker s Choice. Communicating Credibility The Speaker s Choice Communicating Credibility Page 2 COMMUNICATING CREDIBILITY Communicating effectively is crucial for your success in your work and personal life. When you communicate, it is essential

More information

50 PREDICTABLE INTERVIEW QUESTIONS

50 PREDICTABLE INTERVIEW QUESTIONS 50 PREDICTABLE INTERVIEW QUESTIONS Write down the questions you think you may be asked. Write down and edit answers you will give. Make sure your answers contain positives, not negatives. Be relevant and

More information

Communication and Interpersonal Skills. Part 1

Communication and Interpersonal Skills. Part 1 Communication and Interpersonal Skills Part 1 Communication The way we exchange messages with others The basis of our interpersonal skills Nursing assistant plays an important part by sharing vital information

More information

Interviewing. Structure/Format of an Interview The typical structure of an interview is as follows:

Interviewing. Structure/Format of an Interview The typical structure of an interview is as follows: Interviewing After you send your cover letter and resume to a number of companies, hopefully some of these companies will invite you to interview with them. Before the interview, it is important to prepare

More information

Tips on preparation, attire and sample questions for that interview leading to professional employment

Tips on preparation, attire and sample questions for that interview leading to professional employment Tips on preparation, attire and sample questions for that interview leading to professional employment Career Services Center Old Main 280 Bellingham, WA 98225-9002 e-mail: careers@wwu.edu Website: http://www.wwu.edu/careers

More information

INTERVIEW PREPARATION

INTERVIEW PREPARATION INTERVIEW PREPARATION OBJECTIVE OF THE INTERVIEW: Get an offer!!! The company will examine your work history, education, strengths, weaknesses and accomplishments. They will also evaluate your level of

More information

Are you a strong team player or a good communicator or a good listener or good at managing your time?

Are you a strong team player or a good communicator or a good listener or good at managing your time? IDENTIFY YOUR SKILLS Are you a strong team player or a good communicator or a good listener or good at managing your time? Everyone has a variety of skills they can use in today s changing world and analysing

More information

Writing Thesis Defense Papers

Writing Thesis Defense Papers Writing Thesis Defense Papers The point of these papers is for you to explain and defend a thesis of your own critically analyzing the reasoning offered in support of a claim made by one of the philosophers

More information

Last Minute Tips To Ace The IELTS Exam Bonus Offer With IELTS Twenty20 Course

Last Minute Tips To Ace The IELTS Exam Bonus Offer With IELTS Twenty20 Course 2013 Last Minute Tips To Ace The IELTS Exam Bonus Offer With IELTS Twenty20 Course A guide for anyone who wants to score Band 7+ in IELTS If you don t have a lot of time to prepare for IELTS and you NEED

More information

Mastering the Art of Negotiations. Presented by Cheryl Stock SkillPath Seminars

Mastering the Art of Negotiations. Presented by Cheryl Stock SkillPath Seminars Mastering the Art of Negotiations Presented by Cheryl Stock SkillPath Seminars Three Crucial Components of Every Negotiation 1. Planning 2. Exchange of information 3. Agreement/closing Traits of a Good

More information

Sample Interview Questions

Sample Interview Questions Because the job interview is a dynamic and individualized process, it is impossible to provide an exact list of questions for any given interview. Every interviewer will choose questions tailored to the

More information

Handouts for teachers

Handouts for teachers ASKING QUESTIONS THAT ENCOURAGE INQUIRY- BASED LEARNING How do we ask questions to develop scientific thinking and reasoning? Handouts for teachers Contents 1. Thinking about why we ask questions... 1

More information

Interview help sheet (Aug 2012)

Interview help sheet (Aug 2012) Interview help sheet (Aug 2012) RESEARCH AND PREPARATION An Interview what you can expect: An interview is one of the most widely used techniques in the recruitment and selection process. It not only allows

More information

MODULE 3.2 COMMUNICATING WITH PARENTS

MODULE 3.2 COMMUNICATING WITH PARENTS MODULE 3.2 COMMUNICATING WITH PARENTS Table of contents Objectives Outcomes Key messages Positive relationships and effective communication Communicating with parents Appreciating parent and staff vulnerabilities

More information

SAMPLE INTERVIEW QUESTIONS

SAMPLE INTERVIEW QUESTIONS SAMPLE INTERVIEW QUESTIONS Before attending an interview you should think about your responses to the following questions. Your answers may depend on the job or company in question, so you should go through

More information

xxx Lesson 19 how memory works and techniques to improve it, and (2) appreciate the importance of memory skills in education and in his or her life.

xxx Lesson 19 how memory works and techniques to improve it, and (2) appreciate the importance of memory skills in education and in his or her life. xxx Lesson 19 Memory Skills! Overview: This lesson provides a basic look at how our memory works and how it can be improved by using some simple techniques. Objectives: The objective of this lesson is

More information

MIT Sloan Communication Program Teaching Note by JoAnne Yates, Sloan Distinguished Professor of Management

MIT Sloan Communication Program Teaching Note by JoAnne Yates, Sloan Distinguished Professor of Management MIT Sloan Communication Program Teaching Note by JoAnne Yates, Sloan Distinguished Professor of Management Active Listening and Reflective Responses One of the basic building blocks of communication--and

More information

How To Handle Customer Complaints ACCOR HOTELS - IBIS

How To Handle Customer Complaints ACCOR HOTELS - IBIS How To Handle Customer Complaints ACCOR HOTELS - IBIS AIM AND OBJECTIVES The Aim of the Presentation is to Learn, or Refresh memories about the best way to Deal with Customer Complaints The Objectives

More information

Key Points I. Verbal Communication A. Exchange of information using words B. Includes both the spoken and written word

Key Points I. Verbal Communication A. Exchange of information using words B. Includes both the spoken and written word Course Practicum in LPSCS Unit VII Communication Skills at the Workplace Essential Question How does the communication process affect the LPSCS employee? TEKS 130.301(c) (4)(B)(E)(F) Prior Student Learning

More information

Chapter 8 Communication Skills. Section 8.1 Defining Communication Section 8.2 Elements of Speech and Writing

Chapter 8 Communication Skills. Section 8.1 Defining Communication Section 8.2 Elements of Speech and Writing Chapter 8 Communication Skills Section 8.1 Defining Communication Section 8.2 Elements of Speech and Writing Defining Communication Key Terms communication channels/ media feedback barriers setting distractions

More information

1 - Meetings 3. 2 - Basic Rules of Meetings 5. 3 - Preparing an Agenda 6. 4 - Minute Taking 8. 5 - Listening Skills 10

1 - Meetings 3. 2 - Basic Rules of Meetings 5. 3 - Preparing an Agenda 6. 4 - Minute Taking 8. 5 - Listening Skills 10 Contents 1 - Meetings 3 2 - Basic Rules of Meetings 5 3 - Preparing an Agenda 6 4 - Minute Taking 8 5 - Listening Skills 10 6 - Sample Template of Minutes of a Meeting 12 7 - Note Taking Techniques 13

More information

Appraising Staff Effectively

Appraising Staff Effectively Appraising Staff Effectively Annual appraisals are often the backbone of a companies approach to people management. Appraisals are often great opportunities to recognise effort, highlight areas for development

More information

Play-Two-Win Method TM Playbook

Play-Two-Win Method TM Playbook Coaching Outline for Session #2 Design the Object of the Game This may come as a surprise, but simply engaging in a conversation by following these questions will be extremely illuminating and valuable.

More information

Interviewing for Research - Asking the Questions

Interviewing for Research - Asking the Questions East Midlands Oral History Archive Centre for Urban History Interviewing for Research - Asking the Questions Listening skills o Eye contact Asking questions o Open questions o Follow up questions/probing

More information

MDI-01 EXAM PREPARATION & ADVICE

MDI-01 EXAM PREPARATION & ADVICE MDI-01 EXAM PREPARATION & ADVICE DIPLOMA 1. EXAM STRUCTURE AND MARKING SCHEME The MDI-01 exam is 3 hours in duration and has a total of 200 marks available and carry a pass mark of 55% (110 marks to pass).

More information

13. Working relationships with colleagues and 2stakeholders

13. Working relationships with colleagues and 2stakeholders 13. Working relationships with colleagues and 2stakeholders Effective working relationships are critical to your success as a PR professional. There are many different working relationships that take place

More information

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result?

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result? EXAMPLE VALUE BASED INTERVIEW QUESTIONS VALUE LEADING QUESTION FOLLOW UP QUESTIONS KEY CRITERIA Compassion Give me an example of a time when you were particularly perceptive regarding a Describe what you

More information

INTERVIEW QUESTIONS & TECHNIQUES Collected by MBA Dept

INTERVIEW QUESTIONS & TECHNIQUES Collected by MBA Dept INTERVIEW QUESTIONS & TECHNIQUES Collected by MBA Dept General Advice Before you go for your interview you need to find out everything you can about the company. Reread your application/cv/covering letter,

More information

How to Plan and Guide In Class Peer Review Sessions

How to Plan and Guide In Class Peer Review Sessions How to Plan and Guide In Class Peer Review Sessions Incorporating peer review into your course can help your students become better writers, readers, and collaborators. However, peer review must be planned

More information

Gwasanaeth Gyrfaoedd a Chyflogadwyedd Careers & Employability Service Interview Skills

Gwasanaeth Gyrfaoedd a Chyflogadwyedd Careers & Employability Service Interview Skills Gwasanaeth Gyrfaoedd a Chyflogadwyedd Careers & Employability Service 01248 38 2071 careersopps@bangor.ac.uk www.bangor.ac.uk/careers Interview Skills This leaflet is available in alternative formats on

More information

approaching your birth parents issues and options to consider

approaching your birth parents issues and options to consider CYF043 April 2005 approaching your birth parents issues and options to consider INTRODUCTION 01 COMMON ISSUES 02 THE IMPORTANCE OF RESPECTING YOUR BIRTH PARENTS PRIVACY 09 MAKING CONTACT 10 WAYS OF MAKING

More information

Most common interview questions

Most common interview questions Most common interview questions MOST COMMON INTERVIEW QUESTIONS: 1. Tell me about yourself. Prepare yourself an elevator pitch. That is a brief (no more than two minutes) overview of who you are, what

More information

For this experience, you'll need some paper, a writing instrument (or computer),your mind, heart, soul and your breath.

For this experience, you'll need some paper, a writing instrument (or computer),your mind, heart, soul and your breath. Authentic Relationships 5-Question Exercise to Explore How You Show Up In Relationship The focus of this article is to explore what it means to be authentic in the context of being single in the dating

More information

15 Most Typically Used Interview Questions and Answers

15 Most Typically Used Interview Questions and Answers 15 Most Typically Used Interview Questions and Answers According to the reports made in thousands of job interviews, done at ninety seven big companies in the United States, we selected the 15 most commonly

More information

Verbal Communication II

Verbal Communication II Verbal Communication II Course Health Science Unit II Communication Essential Question How does the communication process affect health care delivery? TEKS 130.204 (c) 2A, 2B, 3B, 3C Prior Student Learning

More information

Interview Skills Handbook. Sept 2016

Interview Skills Handbook. Sept 2016 Interview Skills Handbook 1 Sept 2016 PREPARATION If you have been shortlisted for an interview, it is likely that the employer feels you have the necessary skills, experience and/or qualifications to

More information

Interviewing Strategies & Tips. Career Center For Vocation & Development

Interviewing Strategies & Tips. Career Center For Vocation & Development Interviewing Strategies & Tips Career Center For Vocation & Development Before the Interview A job interview is an opportunity to showcase your strengths, experience, and interest in the position for which

More information

Theories and Principles of Interpersonal Communication. Stephanie Kellogg

Theories and Principles of Interpersonal Communication. Stephanie Kellogg Interpersonal Communication 1 Theories and Principles of Interpersonal Communication Stephanie Kellogg Teaching Module COM 5600 Dr. Chad Edwards February 19, 2007 Interpersonal Communication 2 Theories

More information

Test of English for Aviation. Guide for: Test-takers & Teachers

Test of English for Aviation. Guide for: Test-takers & Teachers Guide for: Test-takers & Teachers What is the TEA test? TEA is a test of your ability to communicate in English it is not a test of your operational knowledge. TEA is a test of plain English in an aviation

More information

Types of non-verbal communication and body language

Types of non-verbal communication and body language Types of non-verbal communication and body language There are many different types of nonverbal communication. Together, the following nonverbal signals and cues communicate your interest and investment

More information

ESOL Teaching Skills TaskBook Pace in the classroom: Unit 2 d)

ESOL Teaching Skills TaskBook Pace in the classroom: Unit 2 d) Do you sometimes worry that your lesson might be too fast or too slow for your students? This lesson can help you find out if that s true and what you can do about it. Task 1 Test yourself Answer yes or

More information

My Role Models. Literacy Link South Central. Phone: Web:

My Role Models. Literacy Link South Central.   Phone: Web: 1 My Role Models Workbook titles in this series include: My Dream Career Examining My Online Identity and Digital Media Use How I Communicate in Different Places My Role Models Literacy Link South Central

More information

Improving your Presentation Skills

Improving your Presentation Skills Improving your Presentation Skills Independent Study version English Language Teaching Centre University of Edinburgh Introduction You don t have to have perfect spoken English to give a very effective

More information

How to Plan, Prepare and Conduct an Appraisal

How to Plan, Prepare and Conduct an Appraisal How to Plan, Prepare and Conduct an Appraisal Introduction It should not be a top down process or an opportunity for one person to ask questions and the other to reply. Performance appraisals are an important

More information

Stress management for presentations and interviews

Stress management for presentations and interviews Learning Development Stress management for presentations and interviews This guide aims to help you recognise and understand anxiety and nervousness which may arise during presentations or interviews.

More information

INTERNATIONAL ACADEMY OF EXPERIENTIAL EDUCATION No LLP LT-GRUNDTVIG-GMP

INTERNATIONAL ACADEMY OF EXPERIENTIAL EDUCATION No LLP LT-GRUNDTVIG-GMP INTERNATIONAL ACADEMY OF EXPERIENTIAL EDUCATION No. 142204-LLP-1-2008-1-LT-GRUNDTVIG-GMP This project has been funded with support from the European Commission. This site reflects the views only of the

More information

ICF CORE COMPETENCIES RATING LEVELS

ICF CORE COMPETENCIES RATING LEVELS coachfederation.org ICF CORE COMPETENCIES RATING LEVELS Adapted from the Minimum Skills Requirements documents for each credential level Includes will-not-receive-passing-score criteria. COMPETENCY 1.

More information

TeachingEnglish Lesson plans. Conversation Lesson News. Topic: News

TeachingEnglish Lesson plans. Conversation Lesson News. Topic: News Conversation Lesson News Topic: News Aims: - To develop fluency through a range of speaking activities - To introduce related vocabulary Level: Intermediate (can be adapted in either direction) Introduction

More information

Personal Development Planning and eportfolio. Student Guide

Personal Development Planning and eportfolio. Student Guide Personal Development Planning and eportfolio Student Guide 1 Introduction PDP helps you to develop the skills you need to take responsibility for your learning, development and career progression. Engaging

More information

Career Mentor. Manuel Kehrer, Business Consultant, SDU Business, the University of Southern Denmark

Career Mentor. Manuel Kehrer, Business Consultant, SDU Business, the University of Southern Denmark Career Mentor Introduction This guide is an inspiration catalogue on how to go about your role as a mentor or mentee, and how a mentor programme with an international student might look like. This guide

More information

Reflective Writing. How do you write reflectively? Stages of reflective thinking

Reflective Writing. How do you write reflectively? Stages of reflective thinking Reflective Writing Reflective Writing There are a variety of reasons you might need to write reflectively. When you apply for jobs, undertake self-evaluation at work or whilst studying, or when writing

More information

A MyPerformance Guide to Performance Conversations

A MyPerformance Guide to Performance Conversations A MyPerformance Guide to Performance Conversations brought to you by the BC Public Service Agency contents Elements of a Conversation Preparing for the Conversation Clear on Intent/Topic for Discussion

More information

Being An Inspirational Leader

Being An Inspirational Leader Being An Inspirational Leader MICHAEL KRUEGER, ED.S., CAA AURORA PUBLIC SCHOOLS MICHAEL HUGHES, CAA VISTA PEAK HIGH SCHOOL THE MIKE AND MIKE SHOW Inspirational Leadership By the end of our time together

More information

GUIDANCE ON INTERVIEW BEST PRACTICE

GUIDANCE ON INTERVIEW BEST PRACTICE GUIDANCE ON INTERVIEW BEST PRACTICE Date of the interview This should be agreed with the HR Department at the time of advertising. Ensure that you allow sufficient time between the closing date of the

More information

CLASS PARTICIPATION: MORE THAN JUST RAISING YOUR HAND

CLASS PARTICIPATION: MORE THAN JUST RAISING YOUR HAND STUDENT LEARNING SUPPORT TUTORIAL PRODUCED BY THE CENTER FOR TEACHING AND FACULTY DEVELOPMENT CLASS PARTICIPATION: MORE THAN JUST RAISING YOUR HAND CHAPTER 1: LEARNING THROUGH CLASS PARTICIPATION CLASS

More information

Support in preparing for your interview

Support in preparing for your interview Support in preparing for your interview This document is for you if you are preparing for a behavioural interview or assessment as part of a recruitment process. Getting started Preparation for an interview

More information

COMPETENCY ACC LEVEL PCC LEVEL MCC LEVEL 1. Ethics and Standards

COMPETENCY ACC LEVEL PCC LEVEL MCC LEVEL 1. Ethics and Standards ICF CORE COMPETENCIES RATING LEVELS Adapted from the Minimum Skills Requirements documents for each credential level (Includes will-not-receive-passing-score criteria- gray background) COMPETENCY ACC LEVEL

More information

Preparation. Research the company. Prepare yourself

Preparation. Research the company. Prepare yourself Interview Advice If you find interviews make you feel nervous, you re not alone. But, like it or not, job interviews are the primary method by which both employers and candidates judge each other. For

More information

Thinking about College? A Student Preparation Toolkit

Thinking about College? A Student Preparation Toolkit Thinking about College? A Student Preparation Toolkit Think Differently About College Seeking Success If you are like the millions of other people who are thinking about entering college you are probably

More information

HEALTHY COMMUNICATION SKILLS

HEALTHY COMMUNICATION SKILLS HEALTHY COMMUNICATION SKILLS A Step-by-Step Guide For Educators Excerpted From Curricula Developed By The Centers for Disease Control and Prevention (CDC) PURPOSE OF SESSION 1. Increase awareness about

More information

Writing a Scholarship Essay. Making the essay work for you!

Writing a Scholarship Essay. Making the essay work for you! Writing a Scholarship Essay Making the essay work for you! Reasons why students don t write scholarship essays (and lose out on scholarships!) They hate to write. They don t think they will win anyway.

More information

SI Coordinator Handbook. Information, Resources and Forms

SI Coordinator Handbook. Information, Resources and Forms SI Coordinator Handbook Information, Resources and Forms Updated November 2010 1 2 Table of Contents SI Coordinator Job Description... 5 Observations and Evaluations... 9 Initial Contacts... 10 Informal

More information

Myers-Briggs Type Indicator Communication Style Report

Myers-Briggs Type Indicator Communication Style Report Communication Style Report Developed by Donna Dunning Report prepared for Jane Sample February 10, 2009 Interpreted by Joe Sample XYZ Ltd CPP, Inc. 800-624-1765 www.cpp.com Myers-Briggs Type Indicator

More information