Index

A

adult learning principles, 19–21

agenda samples

for full-day sessions, 63–69

for half-day sessions, 53–59

for individual sessions, 45–46

for multi-day sessions, 74–78

for small group sessions, 48

andragogy, 19

assessment methods

existing data, 12

focus groups, 13, 15–17

interviews, 13

observation, 13

surveys, 13

assessment tips

focus on training competencies, 14

gathering useful data, 13–14

involvement of learners, 14

jargon free presentation, 14

variance of data collection methods, 14

B

Bad Listener module

description, 4, 99, 111, 147

full-day session usage, 65, 66, 67

half-day session usage, 56–57

multi-day session usage, 75, 76, 77

C

content modules. See individual modules

Culture Shock structured experience, 146, 159–160, 173

D

discussions

debriefings, 23

groups, 5, 17, 30, 127, 129, 132, 153, 154

Needs Assessment Discussion Form, 16, 120, 127

one-on-one coaching/interviews, 13–14, 43–46

Driven to Distraction structured

experience, 57, 65, 75, 111, 147, 163–164

E

Effective Listening Behavior

module

description, 4, 99, 109

full-day session usage, 65, 66, 67

half-day session usage, 55, 56

individual session usage, 44, 45

use with multi-day sessions, 75, 76, 77

Emotion Word Slips structured

experience, 172

Empathic Listening Observation

Checklist, 58, 68, 76, 78, 116, 120–121, 140, 167

Empathic Listening Practice structured experience, 147, 167–168

engagement, methods, 30–31

evaluation of training

behavior level, 38

learning level, 38

maximization of benefits, 41

motivation for/benefits of, 37–38

reaction level, 38

results level, 38–39

evaluation of training, instruments

facilitator competencies, 39

Listening Self-Assessment, 15, 39

Listening Skills Follow-Up Assessment, 39–40

training evaluation, 40

F

facial expressions, 31, 107–108, 125, 138, 155, 156

Facilitation Preparation Checklist, 121, 142–143

Facilitator Competencies

Assessment, 39, 120, 128–133

facilitator's roles, 27–35

Fact or Fiction? structured experience, 146, 161–162, 174

Feedback Observation Worksheet, 58, 68, 78, 117, 121, 141, 169–170

Feedback Role-Play Scenarios form, 58, 68, 78, 117, 169

Feedback Self-Assessment, 58, 68, 78, 117, 120, 136–137

focus groups, 13, 15–17

full-day sessions

agenda samples for, 63–69

Bad Listener module usage, 65, 66, 67

content choice for, 62–63

Driven to Distraction structured experience, 65

Effective Listening Behavior module usage, 65, 66, 67

Emotion Word Slips structured experience, 172

Empathic Listening Practice structured experience, 68

Fun With Feedback structured experience, 68

Giving and Receiving Feedback module usage, 68, 69

Having a Ball structured experience, 63

Listening Buddies structured experience, 63, 65

Listening Defined module usage, 63, 64, 65, 66

Listening Process module usage, 63, 64, 65

Listening Self-Assessment, 65, 66, 67, 68, 69

materials for, 63–64, 65–66, 67–68

Memorize This structured experience, 63

Newsworthy Note-Taking structured experience, 63

Nonverbal Communication module usage, 65, 66, 67

Nonverbal Nonsense structured experience, 65

objectives of, 62

Paraphrasing module usage, 68, 69

Participant Introductions, 63, 64, 65, 66, 67, 68

Types of Listening module usage, 63, 64

What's That Sound? structured experience, 63

Fun With Feedback structured experience, 68, 147, 169–171, 175–176

G

games, 31, 32, 130

gestures, 31, 107, 125, 173

Giving and Receiving Feedback

module

description, 4, 99, 117

full-day session usage, 68, 69

half-day session usage, 58, 59

multi-day session usage, 78

group discussions, 5, 30, 127, 129, 132, 153, 154

H

half-day sessions

agenda samples, 53–59

Bad Listener module usage, 56–57

content choice for, 52

Driven to Distraction structured experience, 57

Effective Listening Behavior module usage, 55, 56

Emotion Word Slips structured experience, 172

Empathic Listening Practice structured experience, 58

Fun With Feedback structured experience, 58

Giving and Receiving Feedback module usage, 58, 59

Having a Ball structured experience, 55

Listening Buddies structured experience, 53

Listening Defined module usage, 52, 53

Listening Process module, 55, 56

Listening Self-Assessment, 52, 53

materials for, 53, 54, 55, 57, 58

Memorize This structured experience, 55

Newsworthy Note-Taking structured experience, 53

Nonverbal Communication module usage, 54, 55

Nonverbal Nonsense structured experience, 53

objectives of, 51–52

Paraphrasing module usage, 56, 57

step-by-step planning for, 59–60

Types of Listening module usage, 54, 55

What's That Sound? structured experience, 54

Having a Ball structured experience, 47, 55, 63, 73, 146, 153–154

I

improvement of training methods, 40–41

individual training sessions

agenda sample, 45–46

content choice, 44–45

Effective Listening Behavior module usage, 44, 45

Listening Buddies structured experience, 45

Listening Defined module usage, 44–45

materials, 45

Memorize This structured experience, 47

Nonverbal Communication module usage, 44, 45

objectives, 43–44

Paraphrasing module usage, 44, 45

step-by-step planning, 46

Types of Listening module usage, 44, 45

interpretation skills, 1, 13, 37, 101

interviews, 13, 14, 15, 120, 122

L

large group discussions, 5, 30, 32, 129

learning environment creation, 33–34

Learning Needs Assessment Sheet, 15, 120, 122

Listening Buddies structured experience, 3, 45, 53, 63, 65, 73, 146, 148

Listening Defined module described, 3, 98, 101

full-day session usage, 63, 64, 65, 66

half-day session usage, 52, 53

individual sessions usage, 44–45

multi-day session usage, 73, 74

Listening Process module

for full-day sessions, 63, 64, 65

half-day session usage, 55, 56

individual session usage, 43, 45

multi-day session usage, 73, 74, 75

small group session usage, 47, 48

Listening Self-Assessment module description, 3, 15, 39, 98, 120, 123–126

full-day session usage, 65, 66, 67, 68, 69

half-day session usage, 52, 53

individual session usage, 44, 45, 46

multi-day session usage, 73, 74

Listening Skills Follow-Up Assessment, 39–40, 120, 134

Listening, Types of, module. See Types of Listening module

M

Memorize This structured experience, 47, 55, 63, 74, 146, 155–156

Memory Game Word Lists, 47, 56, 63, 74, 105, 120, 138–139, 155

multi-day sessions

agenda samples, 74–78

Bad Listener module usage, 75, 76, 77

Driven to Distraction structured experience, 76

Effective Listening Behavior module usage, 75, 76, 77

Emotion Word Slips structured experience, 76

Empathic Listening Practice structured experience, 76, 78

Fun With Feedback structured experience, 78

Giving and Receiving Feedback module usage, 78

Having a Ball structured experience, 73

Listening Buddies structured experience, 73

Listening Defined module usage, 73, 74

Memorize This structured experience, 74

Newsworthy Note-Taking structured experience, 73

Nonverbal Communication module usage, 75, 76, 77

Nonverbal Nonsense structured experience, 75

Paraphrasing module usage, 75, 76

step-by-step planning for, 79

Types of Listening module usage, 73, 74, 75

What's That Sound? structured experience, 73

N

Needs Assessment Discussion Form, 16, 120, 127

Newsworthy Note-Taking structured experience, 54, 63, 73, 103, 146, 151–152

Nonverbal Communication

module

description, 3, 99, 107

full-day session usage, 65, 66, 67

half-day session usage, 54, 55

individual session usage, 44, 45

multi-day session usage, 75, 76, 77

structured experience usage, 159, 160

Nonverbal Nonsense structured experience, 54, 65, 75, 107, 146, 157–158

O

observations

Empathic Listening Observation Checklist, 58, 68, 76, 78, 116, 120–121, 140, 167

Feedback Observation Worksheet, 58, 68, 78, 117, 121, 141, 169–170

one-on-one coaching/interviews, 13–14, 43–46

P

Paraphrasing module

description, 4, 99, 113

full-day session usage, 68, 69

half-day session usage, 56, 57

individual session usage, 44, 45

multi-day session usage, 75, 76

Paraphrasing Partners structured experience, 147, 165–166

Participant Introductions

module

description, 100

full-day session usage, 63, 64, 65, 66, 67, 68

half-day session usage, 52, 53, 59

multi-day session usage, 73, 74

small group session usage, 47, 48

PowerPoint presentations

creation of, 24

during full-day sessions, 64, 66, 68

during half-day sessions, 52, 54, 56, 57, 58

during individual sessions, 45

during multi-day sessions, 74, 76, 78

during small group sessions, 47

practicing with, 33, 34

saving backup copies, 32

with content modules, 98, 101, 103, 105, 107, 109, 111, 113, 115, 117

Q

questioning skills, 130, 133

S

simulations, 30–31, 32, 130

small group discussions, 153, 154

small group training sessions

agenda sample, 48

content choice, 47

Having a Ball structured experience, 47

materials, 47–48

objectives, 46–47

step-by-step planning, 48–49

speech, rate/volume modulation, 31

step-by-step planning

for focus groups, 15–17

for full-day sessions, 69–70

for half-day sessions, 59–60

for individual training, 46

for multi-day sessions, 79

for small group sessions, 48–49

structured experiences. See individual structured experiences

surveys, 13, 38, 40

T

Training Evaluation Form, 40, 120, 135

training language, 21–22

Types of Listening module

described, 3, 99, 103

full-day session usage, 63, 64

half-day session usage, 54, 55

individual session usage, 44, 45

multi-day session usage, 73, 74, 75

U

understanding skills, 1, 4–5, 46, 59, 70, 79, 125, 128–130, 132, 165, 166

V

videos, 31

W

What's That Sound? structured experience, 54, 63, 73, 103, 146, 149–150