1. 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 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

2. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 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. 1

3. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Sensing the Unspoken Message 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. 1

4. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Sensing the Unspoken Message 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 1

5. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Sensing the Unspoken Message 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. 1

6. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 1 To end this training session, close the window. Sensing the Unspoken Message 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

7. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 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 It will take approximately XX minutes to complete this lesson. 2

8. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 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 2

9. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Being Attentive CONTENT PAGES (continued): Where appropriate, content will include photographs that show what is being described in the text. 2

10. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 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 dont. Select All That Apply questions to identify benefits and characteristics of attentive behavior 2

11. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages To end this training session, close the window. Being Attentive REVIEW AND TRANSITION PAGES: 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 2

12. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 3 Responding to the Speaker OBJECTIVES PAGE: This lesson covers how to give appropriate feedback to a speaker. You will learn: How to paraphrase the speakers comments Why and how to ask clarifying questions It will take approximately XX minutes to complete this lesson. Photo

13. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Responding to the Speaker 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. 3

14. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Responding to the Speaker 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 3

15. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages To end this training session, close the window. Responding to the Speaker REVIEW AND TRANSITION PAGES: 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 speakers statements Asking clarifying, non-challenging questions Exit 3

16. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 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 It will take approximately XX minutes to complete this lesson. 4 Photo

17. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Responding with Empathy 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. 4

18. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Responding with Empathy 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 4

19. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages To end this training session, close the window. Responding with Empathy REVIEW AND TRANSITION PAGES: You have now completed the lesson on showing empathy to the speaker. In it, you learned that: Empathic responses indicate that you understand the speakers point of view, even if you disagree Empathic responses identify thoughts and emotions Exit 4

20. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages 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 It will take approximately XX minutes to complete this lesson. 5 Photo

21. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Overcoming Barriers to Listening 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. 5

22. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages Overcoming Barriers to Listening 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 5

23. Click to edit Master title style Active Listening 1 Lesson 2345 Module Menus Home P of Pages To end this training session, close the window. Overcoming Barriers to Listening REVIEW AND TRANSITION PAGES: 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 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. 5