Contents
Chapter 1 INTRODUCTION: HOW TO USE THIS BOOK EFFECTIVELY
The Probable Realities of Participants
Chapter 2 ASSESSING THE NEEDS OF LEARNERS
Using Focus Groups in Training Needs Assessment
Chapter 3 DESIGNING INTERACTIVE TRAINING
Principles of Design in Adult Learning
Using the Sample Designs in This Book
Tips on Designing Effective Training
Chapter 4 FACILITATING LISTENING SKILLS TRAINING
Creating the Learning Environment
Chapter 5 EVALUATING AND IMPROVING LISTENING SKILLS TRAINING
The Classic Levels of Training Evaluation
Instruments for Evaluation in This Workbook
Improving Listening Skills Training
Chapter 6 INDIVIDUAL AND SMALL-GROUP SESSIONS
Sample Agenda, Day Two (Full-Day Option)
Sample Agenda, Day Two (Half-Day Option)
Participant Introductions 10–1
Listening Self-Assessment 10–3
Effective Listening Behavior 10–7
Giving and Receiving Feedback 10–11
Chapter 11 ASSESSMENTS AND TRAINING INSTRUMENTS
Learning Needs-Assessment Sheet 11–1
Listening Self-Assessment 11–2
Needs-Assessment Discussion Form 11–3
Listening Skills Follow-Up Assessment 11-5
Empathic Listening Observation Checklist 11–2
Feedback Observation Worksheet 11–3
Facilitation Preparation Checklist 11–4
Chapter 12 STRUCTURED EXPERIENCES
Empathic Listening Practice 12–11
Cultural Differences in Nonverbal Communication 12–2
Feedback Role-Play Scenarios 12–4
Appendix USING THE COMPACT DISC
Adapting the PowerPoint Slides