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Active Listening in the Workplace
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Storyboard Text
CREATE
Good morning, Before we start today's course, at the end of our lesson, I want you to summarize what you have learnt about active listening. Okay?
Good morning, Facilitator. Will do!
EVALUATE
Alright agent, can you tell me why is active listening necessary in the work you do?
It's necessary because it's the way to show our customers that what they say it's important.
ANALYZE
If while I'm speaking, I can see their mouths closed, and if they also respond accurately to what I'm saying instead of giving their opinion.
How can you tell if someone is actively listening to you in person? Can anyone explain it briefly.
Restructing element into something like a specific structure or schema. For example, Organize, plan produce and, prepare.
APPLY
Think about how you can actively listen to your customers when you can't see each other faces.
Take a decision based on a set of objectives and value systems. Such as, judge, justify, criticize, compare and, review.
UNDERSTAND
Can you tell me how you can show your customer that you are actively listening to them?
Draw connections among ideas. For example Differentiate, Organize, Relate, Compare, Contrast, Distinguish, Examine.
REMEMBER
Do you recall what I asked you to do by the end of the lesson?
Use infromation in new situations. For example Execute, Implement, Solve, Use, Demonstrate, Interpret, Operate, Schedule.
Understand what the facts mean.#160;Students are able to detect the tenses used.
I believe that if I paraphrase, ask follow up questions, offer verbal cues, and pause before replying; it will show that I am indeed listening.
Student are able to remember and memorize the tenses.
I sure do! You asked me to give you a summary of what I understood from active listening.
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