The receiving, retaining and processing of information or ideas.
What this skill covers
- Listening to others
- Demonstrating listening
- Recognising influence
- Listening critically
What is this skill about?
This skill is all about being able to effectively receive information, whether it comes from customers, colleagues or stakeholders.
Initially, the skill steps concentrate on being able to listen effectively to others, including remembering short instructions, understanding why others are communicating and recording important information.
It then focuses on how you demonstrate that you are listening effectively, thinking about body language, open questioning and summarising and rephrasing.
Beyond that, the focus is on being aware of how you might be influenced by a speaker, through tone and language.
The final steps are about critical listening – comparing perspectives, identifying biases, evaluating ideas and being objective.
There are 16 steps in this skill
You can jump straight to a step by selecting it below.
Listening to others without interrupting
Listening to others and remembering short instructions
Listening to others and asking questions if you don't understand
Listening to others and telling someone else what it was about
Listening to others and telling why they are communicating with you
Listening to others and recording important information as you do
Showing you are listening by how you use eye contact and body language
Showing you are listening by using open questions to deepen your understanding
Showing you are listening by summarising or rephrasing what you have heard
Being aware of how a speaker is influencing you through their tone
Being aware of how a speaker is influencing you through their language
Listening critically and comparing different perspectives
Listening critically and thinking about where differences in perspectives come from
Listening critically and identifying potential bias in different perspectives
Listening critically and using questioning to evaluate different perspectives
Listening critically and looking beyond the way speakers speak or act to objectively evaluate different perspectives
Each step in this skill requires you to work through 3 stages.
Read, watch and listen to the content.
Show that you've understood the content by completing activities.
Reflect and discuss what you've learned.
Learn your own way
You don't need to learn the skill steps in order.
You can move back and forward between steps at anytime - you can even revisit them at a later date!
Don't want to do an exercise just yet? No problem - come back to it again later.