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.

Module Structure

Each step in this skill requires you to work through 3 stages.

  • Identify

    Read, watch and listen to the content.

  • Practise

    Show that you've understood the content by completing activities.

  • Articulate

    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.