Listening - Double act
Featured in the Listening Skills training manual
By Jessica Madge
Category: Communication Skills
Credit price: 3 download credits (Single user)
The combination of reflecting facts and reflecting feelings is highly effective in any situation where there is some emotion involved. This combination truly shows that we have been listening properly and really understand what the other person is trying to convey. In dealing with a complaint, for instance, it is important to show that we have understood the factual details, but it is also vital that we demonstrate empathy with the feelings. If talking to staff member with a problem or grievance, we need to show that we understand what has happened and how this has affected them emotionally. Therefore the ability to switch smoothly between the reflection of facts and the reflection of feelings is extremely useful. It is not, however, easy to learn to use these two skills together. This training activity gives an opportunity to practise this combination of techniques in a structured way.
This training activity begins with the participants working in groups of three, with one person talking, one reflecting facts, and the other reflecting feelings. Then, there is work in pairs, using a prepared script to practise reflecting facts and feelings. Finally, participants work in groups of three, with a talker and listener having a more natural conversation, and an observer to give feedback about reflecting skills.
Who is it for: This training activity is intended for use by trainers to help participants to practise reflecting facts and feelings so that both can be used appropriately in the same conversation.
- Themes:
- Advanced listening skills,
- Dealing with complaints and aggression,
- Management and supervision,
- Interviewing,
- Appraisals,
- Absence,
- Performance management,
- Client handling,
- Selling,
- Negotiating,
- Influencing,
- Assertiveness,
- Emotional intelligence,
- Counselling,
- Mediation,
- Meetings,
- On the telephone,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:10:00 |
| No of Pages: | 19 |
Resources: View standard resources for Fenman training activities
Additional resources: Clipboards for participants (optional), Postcard sized cards (10 per pair of participants).
Purpose: This is an advanced training activity for those who have started to acquire the skills of reflecting facts and feelings, but need to learn to use the two together. It builds on ‘Have I got that straight?’ and ‘Those uncertain feelings’. It has many applications, such as counselling, complaint handling, negotiation, mediation, appraisal and handling relationships with clients.
Download the training activity, Listening - Double act as featured in the Fenman training manual; Listening Skills