Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Lesson Menu Page In this module, you will learn how to use.

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Click to edit Master title styleActive Listening1 Lesson 2 3 4 5 Module Menus Home

Lesson Menu Page

In this module, you will learn how to use active listening in order to develop a more accurate, more complete understanding of any situation.

Lessons in this module are:

Lesson 1: Sensing the Unspoken Messages

Lesson 2: Being Attentive

Lesson 3: Responding to the Speaker

Lesson 4: Responding With Empathy

Lesson 5: Overcoming Barriers to Listening

Source materials for this module include:• Existing training called “Climbing the

First Mountain” • Additional material to be written by Dr.

Cindy Allen

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Sensing the Unspoken Message

OBJECTIVES PAGE:

This lesson covers the unspoken messages that are conveyed by tone of voice, facial expression and body language in any conversation.

You will learn:• The importance of non-verbal messages• How to recognize non-verbal messages that

indicate defensiveness• How to use non-verbal messages to

encourage the speaker• How culture and gender affect non-verbal

messages

It will take approximately XX minutes to complete this lesson.

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CONTENT PAGES:

Content will be presented to the learners through:• Rhetorical questions that encourage learners to reflect on situations where they felt they were

being listened to and not listened to • Narrative descriptions that explain how tone of voice, facial expressions and body language

affect communication

The tone of the lessons will be informal, but not overly folksy or familiar.

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CONTENT PAGES (continued):

Where appropriate, the content will include photographs that illustrate the points that are being made in the text.

Source material for this module includes:• Existing training called “Climbing the First

Mountain” • Additional material to be written by Dr.

Cindy Allen

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INTERACTION PAGES:

Interactions used to review and reinforce the material will include:• Drag and Drop questions to match descriptions of the meaning of body language and facial

expressions with the appropriate photos• Multiple Choice questions to identify descriptions of ways to use unspoken messages to

encourage the listener• Multiple Choice questions to identify statements regarding the importance of unspoken

messages

Programmed feedback will give participants two chances. Feedback to the first incorrect response will provide hints to the correct answers; feedback to the second wrong response will explain why responses were incorrect and show the correct responses; feedback to correct responses will provide additional explanation, if needed.

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Click to edit Master title styleActive Listening1 Lesson 2 3 4 5 Module Menus Home 1

To end this training session, close the window.


REVIEW AND TRANSITION PAGES:

You have completed the lesson on sensing the unspoken message. In it you learned that:• Non-verbal messages include body language, facial expressions and tone of voice• Up to 90 percent of any message is non-verbal • Gender and culture influence non-verbal messages

Exit

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Being Attentive

OBJECTIVES PAGE:

This lesson covers behaviors that indicate you are attending to the speaker.

You will learn:• Verbal and non-verbal messages that

indicate attentiveness and provide encouragement


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Being Attentive

CONTENT PAGES:

Content will be presented to the learners through:• Rhetorical questions that encourage learners to reflect on what it means to be attentive• Narrative descriptions that explain how attentiveness builds trust and encourages the speaker

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Being Attentive

CONTENT PAGES (continued):

Where appropriate, content will include photographs that show what is being described in the text.

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Being Attentive

INTERACTION PAGES:

Interactions used to review and reinforce the material will include:• Multiple Choice questions to identify behaviors that build trust and encourage the speaker• True and False questions to distinguish between behaviors that indicate attentiveness and those

that don’t.• Select All That Apply questions to identify benefits and characteristics of attentive behavior

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Being Attentive


You have completed the lesson on being attentive. In it you learned that the behaviors that indicate attentiveness include:

• Leaning forward, maintaining eye-contact and nodding your head• Occasionally using verbal prompts such as “uh-huh” or “okay”

Exit

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Responding to the Speaker

OBJECTIVES PAGE:

This lesson covers how to give appropriate feedback to a speaker.

You will learn:• How to paraphrase the speaker’s comments• Why and how to ask clarifying questions


Photo

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CONTENT PAGES:

Content will be presented to the learners by:• Rhetorical questions that encourage learners to reflect on situations where they have experience

helpful and non-helpful responses• Narrative explanations regarding how to use paraphrasing and how and why to ask clarifying

questions.

For this lesson, photographs would not directly support the text, although they would be included to aid visual appeal.

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INTERACTION PAGES:

Interactions used to review and reinforce the material will include:• Multiple Choice questions to select among possible responses that have varying degrees of

“correctness.” • True or False questions to identify how and why to ask clarifying questions

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You have completed the lesson on responding to the speaker. You learned that methods to gather more information and help provide focus to a discussion include:

• Paraphrasing the speaker’s statements• Asking clarifying, non-challenging questions

Exit

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Responding with Empathy

OBJECTIVES PAGE:

This lesson covers how to give appropriate feedback to a speaker.

You will learn:• How to identify thoughts and emotions• How to recognize categories of emotional

responses• How to frame empathic responses


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Photo

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CONTENT PAGES:

Content will be presented to the learners by:• Narrative explanations of the meaning of empathy• Rhetorical questions that encourage learners to reflect on the difference between empathy,

sympathy and indifference

The tone of the lessons will be informal, but not overly folksy or familiar.

For this lesson, photographs would not directly support the text, although they would be included to aid visual appeal.

Source material includes existing Lilly training materials called “Climbing the First Mountain” and additional material to be written by Dr. Cindy Allen.

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INTERACTION PAGES:

Interactions used to review and reinforce the material will include:• Multiple Choice questions to select among possible responses that have varying degrees of

“correctness.” • Select All That Apply questions to distinguish between thoughts and emotions• True or False questions to identify why empathy is important

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You have now completed the lesson on showing empathy to the speaker. In it, you learned that:• Empathic responses indicate that you understand the speaker’s point of view, even if you

disagree• Empathic responses identify thoughts and emotions

Exit

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Overcoming Barriers to Listening

OBJECTIVES PAGE:

This lesson covers barriers to listening and how to overcome them.

You will learn:• Four common barriers to good listening• Six simple ways to overcome barriers to

good listening


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Photo

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CONTENT PAGES:

Content will be presented to the learners by:• Rhetorical questions that encourage learners to reflect on barriers to listening they have

encountered in others• Rhetorical questions that encourage learners to reflect on their own barriers to listening.• Narrative descriptions of common barriers and tips on how to overcome them

Source material includes existing Lilly training materials called “Climbing the First Mountain” and additional material to be written by Dr. Cindy Allen.

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INTERACTION PAGES:

Interactions used to review and reinforce the material will include:• Select All That Apply questions to identify:

– Barriers to listening

– Tips for overcoming barriers• Multiple choice questions that identify how barriers interfere with effective listening and

counseling

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You have completed the lesson on barriers to listening. In it you learned that:• Barriers include:

– Habits

– Filters

– Attitudes

– Physical surroundings• Tips to overcome barriers include:

– Talking less

– Consciously avoiding judgements

– Paying attention to non-verbal messages

– Taking notes

– Letting the speaker finish

– Asking non-threatening question

Exit

Clicking on “Home” will close the child window for the lessons and take the user to the Course Menu page listing all of the web-based modules.

Clicking on “Home” will close the child window for the lessons and take the user to the Course Menu page listing all of the web-based modules.

Clicking on “Exit” button will close the child window for the lessons and take the user to the Course Menu page listing all of the web-based modules.

Clicking on “Exit” button will close the child window for the lessons and take the user to the Course Menu page listing all of the web-based modules.

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Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Lesson Menu Page In this module, you will learn how to use.

Documents

attentive lesson

unspoken messages lesson

speaker lesson

empathy lesson

attentive content pages

unspoken message content

transition pages

attentive interaction