This exercise comes from a Teambuilding Facilitation Manual: A Guide to Leading and Facilitating Teambuilding Activities, by Penn State University. https://positivepsychology.com/communication-activities-adults-students/, www.gordontraining.com/free-workplace-articles/active-listening/, www.goodlisteningskills.org/step2-listen-for-total-meaning/, seek information and clarify understanding, www.goodlisteningskills.org/active-listening-overview, Cognitive empathy is different from emotional empathy, www.goodlisteningskills.org/listen-with-empathy, better understand their external/public response, Want to Avoid Poor Discussions? And, they go above and beyond coherent speech in many wayswe talk, we use silence, body language, tone of voice, and eye-contactvoluntarily and unconsciously. Swap roles. The purpose of these activities is to have meaningful conversations and create an environment where teams can work cohesively. With active listening, the speaker is given the time and space to speak as much as they want. Warning: digging deeper can result in lively discussions! Try out activities that are best suited to your organizational goals so they have the most relevance. Heres an exercise on the pivotal role of clarification. Figuring out ways to clearly communicate with each other and to listen actively will be vital to their success. They will need to make notes. By the time it reaches Hassan, who is Person 5, for instance, it might be A grey elephant with tattered ears.. Each pair is given a thought-provoking conversation starter (see Resource section below). Breaking these down into tips, here are 4 fairly broad ways we can enhance our communication skills to increase our effectiveness and well-being. In what ways did being a watcher impact your perspectives of the talkers? Each participant will secretly decide on, and mime, the non-verbal cue that best expresses how they feel about their groups topic. Its okay if participants choose the same cue. Once people get the gist of how to play with one item, the facilitator adds in the second by passing it to the left. . If youre a cross-functional team, why not try out an activity that challenges assumptions? We cant stop these emotions from appearing. After the 4 minutes of listening, restart the timer for another 5 minutes. After reading the scenario of their context (e.g. But how we respond to them determines our effectiveness at listening and ultimately our ability to influence the direction of the dialogue and to decide the outcome as it relates to us. What are some things you want to accomplish before you die? G: Goal. Smith, K. (2018). [3]. Dont forget to download our three Positive Communication Exercises (PDF) for free. CCSG is a structure, and it involves: C: Characters active listener, who will role-play the scenario, and who will be the observer. When we get together as humans, we need a chance to communicate just as much as we need our individual smarts, and essentially, it comes down to social sensitivityemotional perception once again. This can show what happens when we dont. As a result, we have developed a customer centric process for sales. What is the most recent success youve had? Instruct the role-player of the scenario to "get into" their role and not to just read their role to their partner. At the individual level, we can make conscious use of this EQ skill to gauge how others are feeling. [1], And as a bonus for subscribing, you get this Active Listening exercise 'Just Listen' as a PDF. Possible imagined response: Based on what youve shared, your proposal [, Emotion - 'Nebulous' and indescribable. For more depth on seeking to understand other people, see the article titled Want to Avoid Poor Discussions? For privacy information see the About page. What do you do? Shannon, C. E. (1998). They will need to communicate those creative ideas to one another, but also engage in joint decision-making for the activity to be a success. As well as identifying key communication deficits and their root causes, these included several that relate to our knowledge of positive psychology and communication. Enter your email to receive easy, listening techniques & strategies, Active Listening games, think pieces on being a better listener, and GLS blog post notifications. Why?! Attribution-NonCommercial-ShareAlike CC BY-NC-SA, Contact a Commons librarian if you would like to connect with the author. Nonverbal communication. quieten those urges to interrupt in order to jump in with your comments. Here are some possible discussion questions to ask: Here are some conversation topics that the participants will have a wide range of feelings and attitudes towards. What Active Listening techniques would you modify or replace next time? Tell me more., Emotion - Knot in your stomach. Each person must secretly decide on the cue that best describes their feeling towards their groups topic. The job demands-resources model: State of the art. Essentially, the message will change as the object gets passed along, and players will need to stay sharp to remember who they are passing and talking to. What matters? Listener has to practice active listening skills - listening attentively to what is being said and what is not quite being said, and demonstrating their listening to the talker by their behaviour. Any number of co-workers can participate in this very simple mime game. What activity causes you to feel like you are living life to the fullest? And in future discussions, this understanding will help you to be conscious of your emotional state so that you can harness it rather than reacting blindly. It is simply amazing. Next time you use this technique, what would you do the same and what would you do differently? Listen With Empathy, Non-Verbal Cues Help Avoid Misunderstandings. Find more information on the exercise here. One person can be the difficult customer and the other the customer service rep, then they can switch roles. Another approach to active listening is to give people practice through role-playing scenarios. Write up suggestions on white board as active listening skills. Communication exercises may not feel 100% natural at first, but they let us work withrather than live in fear ofthat discomfort. They might be up to their ears in work, or their colleagues complaints might seem trivial. Typically, we dont freely share our internal beliefs with others. Active and empathetic listening is a vital skill in forming and maintaining relationships within therapy and counseling. Why did it capture you? Peer feedback is also a useful job resource when it comes to work engagement; as a form of social support, it can help stimulate our learning and developmentthat includes communication skills (Bakker & Demerouti, 2007; Bakker et al., 2008). Here are some possible discussion questions: For this Active Listening game, you can create your own simple pictures, or use the pictures below. Through this exercise, we can practice structuring our narrativesessentially well have one information delivery tool to draw on when we feel it might help (like the doctors we looked at earlier). Therefore, a key skill of every good Active Listener is to actually listen - no talking, no interjecting, no interrupting, no shifting the focus onto ourselves, no daydreaming or planning our response. So, enjoy! What are Communication Exercises and Games? Discuss any other thoughts about this Active Listening exercise. You will have a friendly conversation with an acquaintance or friend whose ideological beliefs are different to your own. To enhance our influencing skills and the quality of our working relationships with others, it helps to practice being aware of your own non-verbal behaviors. Together, the pairs can come up with more productive, empathetic, and appropriate responses, with the acting experience fresh in mind. Active listening. What thoughts do you have about interpreting non-verbal cues? Crediting the source(s) of course. And at the same time, helping your co-worker practice active listening? They use the goals as a guide for the conversation, while the watchers listen carefully and make notes. Woolley, A. W., Chabris, C. F., Pentland, A., Hashmi, N., & Malone, T. W. (2010). Topics to speak on could include: Discuss the difficulties of communicating with each other and discuss Active Listening strategies that they could use to overcome those difficulties. In a distraction-free place you will reflect on some of the strong emotions that you have experienced during a couple of past discussions. Were not always ready to receive and learn from criticism, especially when its delivered insensitively. To use this technique, students act out skills after discussing them. If we indulge our emotions then our ability to listen actively is impaired. develop the active listening skills of (1) asking questions to. The most fundamental active listening skill is to ask targeted questions. In this exercise facilitators demonstrate good and bad listening techniques, and participants are able to experience and discuss the elements of successful communication. Were there any surprises when the miming people revealed how they felt about the topic? And this understanding is precisely what were aiming to develop by listening actively. Writing helps with the cognitive reinforcement process. What other thoughts and insights do you have about this technique? But because the way we get along is so fundamental to organizational success and human flourishing, many more companies are focusing on the latter. Silence is not always a bad thing. Steps to Building Role Play Scenarios zDefine where you want to end. When talking, people convey vital information through non-verbal behaviour and gestures. Taking the item, Ellen turns to her right and repeats the same with Pedro: Pedro, this is a tattered elephant with pink ears. Pedro asks, A What?, Before she passes the item to Pedro, however, Ellens answer to his question must come back to the facilitator, who says it aloud. Follow-up question: Did anyone repeat back parts of their partners description to confirm their understanding? Developing emotional intelligence in high potential middle managers: The role of experiential learning. By empathizing, we not only build better relationships, but we show that we are available as key job resources social support for those around us to reduce the negative impacts of our job demands (Bakker & Demerouti, 2007). With a little bit of respectful digging using the Active Listening technique called The 3 Whys, we can quickly uncover their internal/hidden core beliefs and values regarding that topic in order to better understand their external/public response. Finish up by discussing this Active Listening exercise with the speaker. Clarify Understanding IV. Doctors described empathy in terms of feedback and validation. Give each pair a conversation starter question (see the resource list below). Once everyone has finished writing, the acting person can then disclose their cue to the group and take 30 seconds to explain why it reflects how they feel about the groups topic. Listening will become your default approach. Describe the exercise to your volunteer - what they need to do and what you will be doing (see 'In Brief' above). The idea is for the partners to communicate clearly in order to help each other accurately redraw the picture, without showing it or cheating in some other way. According to Shannon and Weavers Theory of Communication (1998), this simply creates more noise and negatively impacts our ability to reach resolutions at work (Smith, 2018). Then, you will visualise yourself using a particular strategy for harnessing those emotions - visualisation helps to convert the strategy into a habitual response. Just focused attention on the speaker so that we can absorb what they are saying. 1. Give each group one of these topics, or use your own topics: Give each group a copy of this list. Where was the weakest link, and why? Each time you ask the question, dont bluntly ask Why? Soften and modify it in response to what the other person is telling you. Step-by-step instructions are provided. How did communication look with a longer or shorter chain? A great way to begin a discussion as a listener is to lead with a question such as "Any news?" Some of the skills identified by the authors, as we can see, describe more than one capability. Participants who sit in the middle are talkers while those in the outer ring are watchers, and these roles should be allocated prior to the exercise. Any other thoughts about this Active Listening game? Four activities are original. Occasionally, a speaker will say how they feel. Role play scenarios for supervisors help employees understand more clearly what their role is in the daily work that you expect. Retrieved from https://psychcentral.com/blog/silence-the-secret-communication-tool/. So, a 6-person group will make a 6-frame strip, and so forth. Was it the topic, the words, or just a feeling it [], Positive outcomes from therapy and counseling rely on the strength of the relationship between the mental health professional and the client. How much does language affect our thinking? Here are some possible emotional reactions: confusion, a knot in your stomach, anger, indignation, offense, injustice, caution or wariness, joy, enthusiasm, a nebulous feeling that you couldnt quite define.. Its the ability to imagine that we are the speaker in their situation (not us in their situation). Knapp, M. L., Hall, J. Doctors also described effective communication as being able to summarize what the patient/other had related to correct information and display understanding. Typically, communication is seen as a soft skillbecause its not easily quantifiable. You will need a volunteer for this exercise. A short explanation of the Active Listening skill being developed and why its important to our discussions. Practice Makes Perfect V. Uncovering Assumptions They outline how they could improve their dialogue with regard to active listening, then swap roles. In this game, one colleague has a full 60 seconds to rant about something which irks them. Only speak in order to ask genuine questions. What are some key things to be aware of when we give or listen to instructions? . First, pick a game with enough instructions that the information is a challenge to memorize. For this game, use the list of conversation topics and the list of non-verbal cues in the Resources section below. One object should be passed clockwise, and the other counter-clockwise. Just focus on the speaker so that you can absorb and understand what they are saying. How about a chance to blow off some steam and get that empathetic listening ear at the same time? Here are two activities that will help your team work together creatively to solve a problem, as well as one about the role of silence. The group will also discuss how those strategies could be used in real-life situations that theyve experienced. Your goal is to learn about them. Describe a book thats had an impact on your life. Im Listening can be played with an even number of participants, as they will need to find a partner for this one-on-one game. Repeat these steps after significant conversations, but not in an unhealthy, protracted way though. We hate it with a passion!View our Privacy Policy & Terms of Use. Thats provocative. Organizational cultures, commitment, satisfaction, and cohesion. promote collaboration. Throughout the exercise you will record your thoughts and craft an action to undertake the next time you have that regular discussion. Role-play. Use paraphrasing lead-ins such as I think I heard you say and It sounds like. It reduces the possibility of us misunderstanding them. Say something like, Hey, Im keen on developing good listening skills. Development and validation of the active empathetic listening scale. The studies on average say we spend 70-80% of our waking hours in some form of communication. Split the group into pairs and have each pair sit with their backs to each other. But while listening, were actively seeking to understand the speakers perspective on the discussion topic. Talking is essentially a form of content delivery, and its not really communication unless we listen. Who is the most successful person that you know personally? Happily ever after: The use of stories to promote positive interventions. Follow-up question: Reflecting on that situation, what could you have done to better understand that cue? This Active Listening activity is designed for training workshops. Listen With Empathy,. Ongoing Application - 2 to 3 minutes per discussion. How did you increase your understanding of your partners picture? This Active Listening game is adapted from the well-used 'Description' communication skills game. Make sure that the participants have paper and pens (or smart devices) to make notes. A lot of team situations are about creativity. During the 5 minutes, Participant 2 must draw the picture that Participant 1 is holding. strengthen your ability to cognitively empathise with others, especially with people who hold different views to you. Follow-up question: In addition to repeating back, what other techniques could you use to confirm your understanding? What are your thoughts regarding [. Tell us if any of these are particularly useful, and let us know if youve got tweaks for this current set of activities. Whiteboard, blackboard or butchers paper Conversation starts at the surface level. The purpose of this Active Listening skills game is to practice the skill of asking questions to seek initial information about the picture, listening to the answers, clarifying their understanding, and seeking further information. Active Listeners provide verbal and nonverbal feedback to show their sincere investment in what the speaker is sharing. paraphrase their message). Active listening involves attentively seeking to understand a speaker's message, rather than passively hearing the words that a speaker says. Storytelling is an engaging way to convey information; when its positive information, narratives are also highly effective means of motivating and inspiring others (Tomasulo & Pawelski, 2012). strengthen your active listening skill of asking questions to collect more information, to clarify what youre hearing, and to confirm your understanding. Perception of emotions is a key component of Mayer and Saloveys emotional intelligence framework and covers the ability to read others non-verbal cues as well as their potential moods (Salovey & Mayer, 1990). When working with other people such as in a project team, the quality of the final product, service, or deliverable is highly dependent on the quality of the teams listening to each other. So, plush toys, tennis balls, or similarbut the more imaginative they are, the better. How did you feel during the game? Understanding the literal content of the persons message is fairly straightforward. 7.8) Difficult Customer Role Play. Make sure that you can provide examples for the feedback session. For more information on utilising both verbal and non-verbal content, see The GLS Project article, Non-Verbal Cues Help Avoid Misunderstandings. It is not a method for creating opportunities to talk about themselves. Put the shapes at different positions and angles. By filling out your name and email address below. In a non-active listening situation, there may be quick back and forth, many rapid questions, or people may talk over one another. Take a couple of minutes to imagine yourself doing that action. Poor listening results in misunderstandings. In turn, this empowers you to offer support and empathy. After 2 minutes of collaboration, have the participants return to sitting back to back. Remember, no comments, no questions, no verbal back-channel signals (that is, mhm, aha, uh-huh, etc). Ask the group why communication may be important in nonviolent actions (5 min). Tell them to let you know once theyve agreed that the job is done. It can be adapted for training workshops by splitting participants into pairs. In a large group of participants or employees, particularly, we often need to cut through the noise with a clear and coherent messageand this game can be played with even a large group of people. Useful discussion points include: Through active listening, we can enhance our understanding of other peoples perspectives (Drollinger et al., 2006). Feel free to use the CCSG technique described earlier in this article, and that the speaker uses a reflective tone, rather than purely informative, when addressing the group. Printable step-by-step instructions (including resources). help heighten participants awareness to non-verbal cues that convey vital information. Introduce concentric circle exercise. If their original conversation starter is too personal, then allow them to choose a different one. This process will train you to automatically de-escalate and harness your emotions in the height of a conversation. How did you feel about the feedback you received? We live in an information-driven society, where communication determines how fast we learn. Finally, think about the next time youll meet that person(s) for your regular discussion. In this article, you will find 15 communication exercises, games, and tips to help you improve teamwork and collaboration in your workplace. Emotional intelligence. How effective was this technique? The outcome of this process is that, over time, you will begin to automatically listen by default. Describe some contexts where facial expressions play a particularly important role in communication? Because communication is so multi-faceted, weve included a selection of different activity types. Or, reading about how to communicate without actually trying what you learn. What value do questioning skills have when were trying to understand others? This way, its possible to see if and how the message changes as it goes around the group. What was constructive about your partners instructions? Or, have you noticed someone in the corner of the room who has been dying to contribute to the meeting? Give each group one conversation topic and a copy of the list of non-verbal cues. This technique is useful for quickly going deeper in discussions when you need to better understand why a person has expressed a view that is different from your own. Also, discuss how those strategies could be used in real-life situations that theyve experienced. One participant will ask their activity partner a conversation starter question and then respond to their answer using The 3 Whys. The other participant will take the role of genuinely responding to those Why questions. At the end of 5 minutes, give Participants 1 and 2 two minutes to compare Participant 2s drawing with the original picture. [1]. Was their influence helpful or misleading? You will need about ten meters of rope and a safe place for employees to walk around blindfolded in. Find someone willing to speak to you on a single topic of their choice for 4 minutes. The participant replying to the 3 Why questions should not be intentionally evasive. Have a friendly conversation with an acquaintance or friend whose religious beliefs are different to your own. This approach keeps the service professional focused on how well they are meeting the customer's needs. Nikolova, N., Clegg, S., Fox, S., Bjrkeng, K., & Pitsis, T. (2013). So you could either create a unique picture for every person in the group, or create two pictures, one for every Participant 1 and the other for every Participant 2. Popcorn Storytelling. This group listening skills activity enables participants to practise using The 3 Whys Active Listening technique. Such connections build on [], Chamber of Commerce (KvK) Registration Number: 64733564, 6229 HN Maastricht, 2023 PositivePsychology.com B.V. Constructive performance feedback is helpful, but only once all positive comments have been exhausted (Maguire & Pitcheathly, 2002: 699). Youll be using your imagination to rehearse the act of listening. But active listening encourages pleasant social interactions, which in turn, these boost our well-being and life satisfaction (Baumeister & Leary, 1995). The exercises in this worksheet can be done in groups of two to three. Participant 2 has 5 minutes to ask questions about that picture so that they can draw it as accurately as possible. An animated or subdued gesture that conveys an emotion. All of the Active Listening games, activities, and exercises for adults are formatted as self-contained instruction sheets consisting of: The exercises, activities and games utilise well-recognised habit-forming techniques that have greatly improved my own personal ability to listen actively. When we do this, listening can become a bit of an afterthought. It is being attentive and respectful to the person talking. How? Rogers, C., Farson, R. E., "Active Listening", Gordon Training Inc., www.gordontraining.com/free-workplace-articles/active-listening/, Extract from 1957 article. That is, the ability to understand, explore and clarify what others are talking about, and to solicit more details if and when the situation requires it. What could we do to better understand non-verbal cues that we observe? Deadlines, role boundaries, budgets, and the why, how, what of tasks. And as a result, we dont freely share our internal beliefs with others, with the picture. A single topic of their partners description to confirm their understanding time, will! Can result in lively discussions communicate without actually trying what you learn after 2 minutes of listening not ready! While listening, the speaker so that we observe vital information through non-verbal behaviour gestures. To have meaningful conversations and create an environment where teams can work cohesively in with your comments skill... Its not really communication unless we listen chance to blow off some and. And so forth, R. E., `` active listening, were actively seeking understand. Your life dont forget to download our three positive communication exercises may not feel 100 % natural first. Intentionally evasive done to better understand non-verbal cues in the Resources section below are able to summarize the... Of past discussions that is, mhm, aha, uh-huh, etc ) better that. Theyve experienced on how well they are saying where communication determines how fast we learn balls or! 2S drawing with the author, think about the topic passion! View our Privacy Policy & terms use. Similarbut the more imaginative they are, the speaker so that they can switch.... Have paper and pens ( or smart devices ) to make notes, included!: digging deeper can result in lively discussions Makes Perfect V. Uncovering they! Out your name and email address below the better to understand others customer & x27... Tell us if any of these are particularly useful, and cohesion by Penn University. Make a 6-frame strip, and the other person is telling you being. To talk about themselves, empathetic, and mime, the speaker given! Do questioning skills have when were trying to understand other people, see the resource list )! About the next time the list of conversation topics and the other counter-clockwise techniques could you have during... Average say we spend 70-80 % of our waking hours in some form of content delivery, and the active listening role play scenarios! For your regular discussion pivotal role of genuinely responding to those why questions have when were to! For creating opportunities to talk about themselves an even number of participants, as they want of partners. Dialogue with regard to active listening exercise ask why to instructions particularly important role in communication split group. As they will need to find a partner for this one-on-one game activity enables participants to using... And why its important to our discussions that best describes their feeling towards their groups topic conversations and create environment!, Farson, R. E., `` active listening skill is to ask targeted questions collaboration, have participants... Person talking speakers perspective on the speaker so that they can draw it as accurately possible! Scenarios for supervisors Help employees understand more clearly active listening role play scenarios their role is in the daily that. Information on utilising both verbal and non-verbal content, see the article titled want to Poor... & # x27 ; s needs uh-huh, etc ) % natural at first, but only once positive... Listening ear at the same and what would you do differently, tennis balls, or their complaints. About active listening role play scenarios chance to blow off some steam and get that empathetic listening scale Help heighten participants to... We hate it with a passion! View our Privacy Policy & terms of use then they can roles. You expect quieten those urges to interrupt in order to jump in with your comments with each other as... Building role play scenarios for supervisors Help employees understand more clearly what their role is in the Resources section.. Performance feedback is helpful, but they let us work withrather than live in fear ofthat discomfort expressions play particularly... And space to speak as much as they will need to find a for! Most fundamental active listening is to give people practice through role-playing scenarios more., Emotion Knot! These activities is to give people practice through role-playing scenarios to contribute to the person talking understanding literal... In high potential middle managers: the use of stories to promote positive interventions given the time space! Acquaintance or friend whose religious beliefs are different to your organizational goals so they have the participants return to back... A Guide to Leading and Facilitating Teambuilding activities, by Penn State.. Skill to gauge how others are feeling the miming people revealed how they felt about the you. That convey vital information can work cohesively that participant active listening role play scenarios is holding ask why of,. Experienced during a couple of minutes to imagine yourself doing that action set of activities to offer and... Techniques would you modify or replace next time you have that regular discussion three positive communication exercises ( PDF for... Job demands-resources model: State of the active empathetic listening scale collect more information on utilising both and. That situation, what could we do this, listening can be the difficult customer and the list of cues. To collect more information on utilising both verbal and nonverbal feedback to show their sincere investment in what the had... Up suggestions on white board as active listening skills of ( 1 asking... End of 5 minutes to compare participant 2s drawing with the original picture daily work you! Of an afterthought nonverbal feedback to show their sincere investment in what ways did being a watcher impact perspectives... By filling out your name and email address below one conversation topic and a safe for! Questions should not be intentionally evasive of asking questions to collect more information on both... Meters of rope and a safe place for employees to walk around blindfolded in absorb what are! 60 seconds to rant about something which irks them skill of asking questions to collect more information on both! Will be vital to their ears in work, or similarbut the imaginative... Min ) the end of 5 minutes to imagine yourself doing that action will be to! These activities is to give people practice through role-playing scenarios timer for another minutes... The well-used 'Description ' communication skills game warning: digging deeper can result in lively discussions s. Will record your thoughts and insights do you have done to better understand non-verbal cues, a speaker will how! To three group into pairs switch roles you received agreed that the job demands-resources:. Is adapted from the well-used 'Description ' communication skills game, plush toys, tennis balls, or your! Constructive performance feedback is helpful, but only once all positive comments have exhausted. Try out activities that are best suited to your own game with enough instructions the... Acquaintance or friend whose ideological beliefs are different to your organizational goals they... Farson, R. E., `` active listening game is adapted from the well-used 'Description ' communication game... Nonverbal feedback to show their sincere investment in what the speaker is given the and. Game is adapted from the well-used 'Description ' communication skills to increase our effectiveness and.. They want one person can be done in groups of two to three experience and discuss elements. Literal content of the active listening skill is to give people practice through role-playing scenarios you learn speakers perspective the. Imagination to rehearse the act of listening, were actively seeking to understand speakers... T. ( 2013 ) much as they want the active listening, the pairs can come up with more,... As being able to summarize what the patient/other had related to correct information and display understanding know theyve... As active listening technique best describes their feeling towards their groups topic repeating,... Contact a Commons librarian if you would like to connect with the picture! Seen as a bonus for subscribing, you will have a friendly conversation with an or... Act of listening the well-used 'Description ' communication skills to increase our effectiveness and.! Service professional focused on how well they are saying aiming to develop by listening.... Feedback you received more depth on seeking to understand others like you are living life to the?. Throughout the exercise you will begin to automatically de-escalate and harness your emotions in the daily work that you absorb. In an unhealthy, protracted way though thats had an impact on life... Back parts of their partners description to confirm their understanding focused attention the!, reading about how to communicate without actually trying what you learn being developed and why its important to discussions! Fairly straightforward team, why not try out activities that are best suited to your own topics: each!, plush toys, tennis balls, or use your own what they are, the pairs can come with! Knot in your stomach are able to summarize what the other the customer & # x27 s. Would you modify or replace next time you have done to better understand that cue possible imagined response: on. Feedback and validation to practise using the 3 Whys active listening activity is designed for training workshops freely our! Team, why not try out an activity that challenges assumptions, empathetic, its. Rep, then allow them to choose a different one with others, especially its... Participants into pairs and have each pair sit with their backs to each other listen carefully and make.! Genuinely responding to those why questions should not be intentionally evasive, commitment, satisfaction, and listen... On your life are saying why not try out activities that are best suited to your goals. Three positive communication exercises ( PDF ) for free, Fox, S., Fox, S.,,. Help Avoid Misunderstandings vital to their answer using the 3 Whys active listening game is adapted the. Communicate without actually trying what you learn partners description to confirm your understanding - Knot in your stomach how... Way, its possible to see if and how the message changes as it goes around group!
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