Topic outline

  • Welcome to Learning at Work Week 2018

    Learning at Work Week 2018To celebrate Learning at Work Week 2018, Resolution has pulled together resources focusing on communication, client-working, time management, how to ask for support and looking at your future.

  • Day 1: using active listening

    Listen

    Overview

    Active listening is a way of listening and responding that creates and improves mutual understanding. The three components of active listening are hearing, interpreting and establishing a mutual understanding.


    Top tips for listeners (SHUSH)


    S Show you care -Focus on the other person
    -Encourage them to talk
    -Acknowledge what they say
    H Have patience It may take time for someone to really tell you what their issues or concerns are
    U Use open questions use follow up encourage questions by asking for an example:
    -"could you tell me more about..."
    -"what you think has happened...?"  
    -"can you tell me what you think might help...?"
    -"is there something that I can help with?"
    S Say it back To check that you’ve understood but don’t interrupt or tell them what the answer is
    H Have courage Not to fill a silence! Not to be put off by negative responses