The listening toolbox
Featured in the Listening Skills training manual
By Jessica Madge
Category: Communication Skills
Credit price: 4 download credits (Single user)
A skilled listener uses skills in much the same way as a skilled carpenter uses tools. The carpenter does not have to think about which tool to use for which task because the process of selection is so well learned it is automatic. However, those who are learning to listen might have difficulty in selecting the right listening tool for the right purpose. Some skills are used more frequently in the early states of a conversation and others tend to be used later. This training activity uses a simple three-stage model to help listeners think about how the skills fit into a process. This model can be applied to a wide variety of business conversations, from a simple telephone booking to a highly complex negotiation.
You begin this training activity by introducing a simple three-stage model, and participants analyse a script to determine which skills tend to be used at which stage. Next, they work in groups, sticking Post-itŪ Notes with skills written on them, on to the three-stage model. Finally, participants apply the model to short role-plays and receive feedback from observers.
Who is it for: This training activity is intended for use by trainers to introduce a simple three-stage model that will enable participants to select the best listening skills to use at various stages of a conversation.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:35:00 |
| No of Pages: | 22 |
Resources: View standard resources for Fenman training activities
Additional resources: Tables for small-group work, Clipboards for participants (optional).
Purpose: This is an advanced training activity, for those who have learned a wide range of listening skills but need help deciding when to apply them. It is assumed that participants will have good questioning skills, will be able to reflect facts and feelings, have some knowledge of how to bring conversations to a conclusion and have an understanding of how to build rapport. The simple model used can be applied to any kind of conflict resolution, complaint handling, mediation, counselling and negotiation.
Download the training activity, The listening toolbox as featured in the Fenman training manual; Listening Skills