Video—Welcome
Video—About Course Author
Video—Our Approach to Learning
Video—The Path to Future Success™
About the Course
Activity—Goals and Program Survey
Listening Skills
Active Listening
Active Listening—Helpful Hints
1. Maintain Eye Contact
2. Allow the Person to Complete What They are Saying
3. Offer Verbal Encouragement
4. Ask Open-Ended Questions
Video—Active Listening Helpful Hints
Video—Preparation
Activity—Practice Active Listening
Activity—Review of Active Listening and Feedback
Improving Your Listening Skills
Different Types of Listening
Types of Listening
Video—Attending and Rapport Building
Activity—Practice Listening Skills
What is Appreciative Listening?
Activity—Practice Appreciative Listening Skills
What is Empathic Listening?
Video—Empathy in Communication
Empathic Response
Example of Empathic Listening Between Two Colleagues
Activity—Reflection: Your Experience of Empathic Listening
Activity—Individual Empathic Listening Practice
1. Presence
2. Responsive
3. Compassion
4. Emotional Intelligence
5. Non-Judgmental
6. Comfortable with Silence
7. Patient
8. Maintain Confidentiality
Download—Self-Rate Your Qualities of Empathic Listening
Video—Empathic Listening Skills
Activity—Create an Empathy Picture
Empathic Listener
1. Use Body Language to Show You Are Listening
SOLER Technique to Improve Your Listening
Video—SOLER Technique
2. Take Time to Be Present
3. Acknowledge the Speaker’s Feelings
4. Let the Speaker Guide the Conversation
5. Use Open-Ended Questions and Clarify Information
6. Allow for Silence
7. Refrain from Giving Solutions
8. Stay Calm
Download—Apply the Skill of How to be an Empathic Listener to the Example
Download—Practice Your Empathic Listening Skills
Benefits of Empathic Listening
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