Identify poor active listening habits, experience what lack of active listening feels like and practise active listening behaviours like clarifying, summarising or acknowledging emotions.

You are meeting with Dave and Amy, 2 colleagues. Dave just got feedback from his manager and is pretty upset. He needs to talk. Amy jumps in and tries to help out … poorly. Your first task is to observe Amy and identify poor active listening behaviours. Later, face-to-face with Dave, you will have a chance to practise your active listening skills and help him towards finding a solution.

This module is part of our Workplace Communications Essentials series.

• Identify emotions in a conversation.
• Distinguish between good and poor active listening practices.
• Apply active listening techniques and behaviours in a practical scenario.