Have I got that straight?
Featured in the Listening Skills training manual
By Jessica Madge
Category: Communication Skills
Credit price: 3 download credits (Single user)
Talkers do not always express themselves clearly and fully. Even when they do, listeners do not always understand them. A key skill for listeners is to reflect back the content of what they have heard. By summing up the facts as they understand them, the listener checks whether or not they have understood. If the listener has failed to understand, the talker will correct them. If the listener has summed up the facts correctly, the talker is reassured that they are being listened to, and rapport and confidence are increased. In every business conversation, whether it is determining a customer’s requirements, carrying out a staff appraisal, summarising a contribution in a meeting or engaging in a negotiation, this skill is essential.
In this training activity participants try out reflecting facts when someone is giving them travel directions. Then, they practise reflecting the details of a complex procedure. Finally, they make links to using this skill in their work.
Who is it for: This training activity is intended for use by trainers to teach participants the skill of reflecting back facts to ensure that clear communication is taking place.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 01:30:00 |
| No of Pages: | 11 |
Resources: View standard resources for Fenman training activities
Additional resources: Clipboards for participants (optional).
Purpose: This training activity can be used in training courses such as interviewing, appraisal, absence management, counselling, assertiveness, or customer service. It is a key skill in dealing with problems and complaints and in selling and negotiating.
Download the training activity, Have I got that straight? as featured in the Fenman training manual; Listening Skills