active listening skills

S E L F T R A I N I N G B O O K L E T

A C T I V E L I S T E N I N G S K I L L S

TE

AM

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Active Listening,the bridge to good communication.

The reason why we have two earsand only one mouth is that we may

listen the more and talk the less.

Ralph Waldo Emerson

Published by ST University© Copyright, November ‘93

STMicroelectronicsRelease nº 1

Table of Contents

Introduction ............................................................................................................ 1

The need to listen................................................................................................... 4

Communication Process....................................................................................... 5Communication Time............................................................................................ 7

Listening Techniques ............................................................................................ 9

Hearing the message............................................................................................ 9Interpreting the message ...................................................................................... 9Evaluating the message ..................................................................................... 10Responding to the message ............................................................................... 10Listening tools..................................................................................................... 11

Styles of listening................................................................................................. 14

Barriers to Communication ................................................................................. 14Bridges to Communication.................................................................................. 15

Your Strengths and Weaknesses in Listening(Where do we stand?) .......................................................................................... 18

Effective Guidelines to Active Listening............................................................ 20

Summary and Conclusion ................................................................................... 22

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Active Listening Skills: Introduction

I. INTRODUCTION

In our approach to Total Quality Management, it is clearly stated that we have to be goodcommunicators to function in a team-based organization.

That means we have to be active listeners, that team members and team leaders need to getall the necessary skills to become effective listeners.

This booklet is the second of the following series of booklets related to teamwork:

- Effective team meeting skills (released October 93)

- ACTIVE LISTENING SKILLS

- Leaders and members skills

- Conflict management skills

- Participation facilitation skills

- Consensus

- Others.

Each section will include easy “self-tests” to be completed as a reminder, and to lead the teamto an open discussion. You are encouraged to express your own views and opinions, and toexplore other possibilities during your team discussion. Answers are not always 100% Yes orNo.

The purpose of this self-training booklet is to be read, filled in and discussed with teammembers at the beginning of your team meeting. It should not take more than 30 minutes.

The objective of this booklet is simple: to be conscious and aware of having done thingscorrectly or wrongly and to improve, next time, the listening skills. This booklet should berepeatedly used from time to time to help progress.

By completing this booklet on Active Listening, you will be able to:

- Learn the basics of effective listening skills

- Learn to identify and apply good listening behaviors

- Understand the importance of good listening skills as applied in the work environment

- Learn the causes and reasons for problems and figure out what can be done about them.

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Self-Test (5 min.)Active Listening in Team Meetings

Instruction : Consider each of the following statements and indicate whether you agreeor disagree with each statement based on previous team meetings.

Optional: Once you’ve answered on an individual basis, discuss the possible answerswithin your group (5 min.)

See last page for recommended responses.

YES / NO

1. You find it difficult to listen to complex topics. ________

2. You always feel impatient when a speaker tends to talk longer than the time allocated for him. ________

3. You are easily distracted by sounds and movements inside the meeting room. ________

4. You take notes on all the things that the speaker talks about. ________

5. You remember, at some point in time, something you want to do while the speaker is presenting. ________

6. There are instances where team members have their own private talks while the speaker is talking. ________

7. You often observe your team members feeling bored, sleepy or restless while the meeting is going on. ________

8. You immediately refuse to listen to the speaker when you are not in agreement with the speaker’s statement without letting him point out his opinion thoroughly.

________

9. You like the speaker only because he relates many jokes / stories in his presentation. ________

10. You or other team members bring other work-related materials to your meeting so you can read them when you are bored. ________

11. You are hesitant to ask for clarification when you cannot understand the speaker’s statement. ________

12. You have asked a question but you still could not get the speaker’s explanation very well. You don’t want to rephrase what he just said because others may see you as foolish.

________

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T AB

OO

O LD PR EJU D IC E

WE ARE SUPPOSED TO SPEAK,

OTHERS ARE SUPPOSED TO LISTEN

LET’S TUNE-UP OUR EARS... READY!

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Active Listening Skills: The need to listen

II. THE NEED TO LISTEN

Listening is the “receiving” part of communication. Nearly half of the communication time isspent on listening. Listening is:

1. Receiving information

2. Understanding

3. Evaluating the message

4. Giving feedback to the speaker

Examples of work-related activities which involve listening...

- in meetings and briefings

- in one-on-one sessions (interviews, performance appraisals)

- in giving / receiving instructions

- in training and public presentations

- in using the telephone

- in coaching discussions

- in marketing / selling of products

- in helping internal / external customers

- in supporting other departments

Can you name your own work-related activities that involve listening?

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

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A. COMMUNICATION PROCESS

Importance of Active Listening:

- Improves relationships between people

- Results in making others good listeners as well

- Improves problem solving skills

- Increases job satisfaction

- Improves communication, trust, respect among team members

- Builds teamwork.

MESSAGE

EVALUATEMESSAGE!

UNDERSTANDMESSAGE?

SENDER RECEIVER

FEEDBACK

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Self-Test (5 min.)The need to listen

Instruction : Respond to each of the following questions based on the materialpresented in this module (“The Need to Listen”) and on your own opinion.

1. The four (4) major components of active listening are:1. ____________________________________________________________2. ____________________________________________________________3. ____________________________________________________________4. ____________________________________________________________

2. Cite five (5) reasons why there is a need to become active listeners:1. ____________________________________________________________2. ____________________________________________________________3. ____________________________________________________________4. ____________________________________________________________5. ____________________________________________________________

3. Cite three (3) situations where active listening is not practiced:1. ____________________________________________________________2. ____________________________________________________________3. ____________________________________________________________

4. Select the three (3) true statements on importance of listening. Put a tick (√) mark on the statements you choose:

� 1. Listening increases job satisfaction � 4. Listening improves communication� 2. It helps to gather more facts to use � 5. Listening helps to discover as a weapon to criticize others weaknesses of others� 3. It builds relationships � 6. it benefits oneself more than others

5. The four (4) parts of a Communication Process are:1. ____________________________________________________________2. ____________________________________________________________3. ____________________________________________________________4. ____________________________________________________________

Optional: Once you’ve answered on an individual basis, discuss the possible answerswithin your group (5 min.).


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B. COMMUNICATION TIME

As long as we are familiar with the vocabulary, a normal adult CANLISTEN without a significant loss of comprehension to as much as500 WORDS A MINUTE which is faster than any of us speaks exceptin short bursts and under special and urgent circumstances.

In ordinary, casual conversation, WE STILL SPEAK at a fair clip, arange between 200-300 WORDS, an average of about 250 words perminute, which leaves the listener with about TWICE AS MUCHMENTAL TIME as they need to get the message.

When we address a group or deliver A LECTURE, we usually lowerthe rate - to about 125 WORDS PER MINUTE. The listener has 4 xTHE MENTAL TIME THEY NEED TO GET THE MESSAGE.

Thus, a skilled listener will use the extra time to their advantage toenhance and reinforce what they hear, to relate the message to theirown experience... to fit into a larger context.

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Lets have a break...

A TEST OF YOUR CREATIVITY!(Self-Assessment Exercise)

On each number, read the instructions. Then, immediately start. You have 5 minutes tocomplete these exercises.

1. Describe how you could cutthis piece of cheese into eightequal pieces with only three cuts.

2. By drawing or adding one line,convert this odd number intoan even number.

3. How many squares are therein this figure?

1 5 9 13

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Active Listening Skills: Listening Techniques

III. LISTENING TECHNIQUES

Active Listening leads to effective communication. Effective listeners HEAR and SELECTinformation from the speaker, give it meaning, determine how the speaker feels about it andrespond in a matter of seconds. Only in this way is it possible to frame listening. It requires anability to LISTEN for FEELINGS as well as words.

A. HEARING THE MESSAGE

1. Listening actively

Concentrate for the main theme of the discussion and specific ideas and facts. Be alert andask questions. Check your posture. Sit up straight and look directly at the speaker.

2. Listen objectively

Understand the speaker’s point of view. Put aside your biases (resentments, personalobjectives, conflicts, interests, etc.) on a topic.

3. Listen analytically to the presentation

Recognize the theme, then the key ideas, the supporting facts and other details.

B. INTERPRETING THE MESSAGE

4. Listen to the sender’s meaning for words

Come to a mutual understanding of the speaker’s meaning. Good listeners know that a match-up in meaning is a match-up in understanding.

5. Determine the main points

Look for the structure of the message and mentally review the material that has gone before.The main points can come at the beginning, middle or end of a message. Usefulness of themessage can be determined through the main points.

6. Understand the non-verbal cues

Gestures, facial expression, eyes and postures are non-verbal cues or body languages thateither confirm or deny the message of the words and tone of voice. Ask for clarification orrepetition if you are not sure of the speaker’s meaning.

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C. EVALUATING THE MESSAGE

7. Listen with empathy and understanding

Gather all of the key information before forming an opinion. Weigh and analyze all of theevidences before making a decision. An empathic listener puts himself in the source’sshoes and understands the problem from the sender’s point of view.

8. Suspend judgment

Avoid making judgment about the speaker or the message. Understand the speaker’s intent inwhat he wants to convey. Respect and recognize his point of view. Paraphrase or clarify ifyou are not sure of what he has said.

D. RESPONDING TO THE MESSAGE

9. Provide feedback

Listeners must provide feedback to the speaker in order to complete the communicationprocess. An active listener will try to inform the speaker that he has heard, understood andevaluated appropriately the main message. A good feedback should be relevant and timely . Itshould be based on facts and should relate to what’s happening at that time.

10. Control your emotion

As listeners, you may experience different levels of emotion to what the speaker says.“Loaded” words or statements can make you react emotionally. To control this, you mustidentify what triggers you, understand your responses and develop the ability to listenobjectively and attentively without interrupting .

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E. LISTENING TOOLS

Note : Direct questions differ from open-ended questions as they require a specificanswer. Questions answerable by Yes or No, questions that start with Do, Can,May, Are, Is, Could, Will, Shall, etc., or a simple phrase will fall under thiscategory. Direct questions are not considered as one of the listening tools sincethis technique doesn’t encourage people to express or explore ideas fully.

TECHNIQUE/DEFINITIONS

PURPOSE EXAMPLE

1. Open-ended questionsQuestions which start with:HOW? WHAT? WHY? WHICH?

- To collect information- To get responses- To maintain a neutral, non emotional climate

How do you feel now?What do you think is the cause of the problem?

2. Landry ListsQuestions which give you choices, possibilities, options, alternatives

- To get information- To express preferences,

choices- To evaluate among

choices

What do you see is a major problem: high turnover rate, absenteeism or lack of motivation?

3. SupposingQuestions which allow the other person to fantasize, to explore someone else’s attitudes or points of view

- To let people think from a different point of view

If you were in Paul’s situation, how would you handle the situation?

4. Echoing/Clarifying/ConfirmingQuestions which clarify or confirm if the message sent is what the sender really meant - or - if you have in fact heard the message correctly

- To let the sender know that we receive the message

- To test the accuracy of the message received

Are you saying...If I understand you correctly, what you said was...

5. ReassuranceExpress concern and “understanding” for the sender

- To keep a difficult dialogue moving forward

- To encourage sender to continue to communicate with you

- To show empathy

I seeThat’s interesting

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Self-Test (5 min.)Listening Techniques

Instruction : Encircle the appropriate letter which identifies the listening tool given.

1. Are you able to work on shifts?a. Open-ended question b. Direct question c. Laundry list

2. If you were Ann, what would you do?a. Laundry list b. Supposing c. Echoing

3. I’ve felt that way also. Tell me more about it.a. Echoing b. Open-ended question c. Reassurance

4. In other words, Luke disagreed with your instructions?a. Echoing b. Supposing c. Laundry list

5. Is lack of staff, low-esteem or absenteeism your major problem?a. Open-ended question b. Laundry list c. Direct question

6. You said you’re going to look for another car?a. Supposing b. Echoing c. Reassurance

7. Which of the jobs you have held in the last five years do you like best?a. Direct question b. Laundry list c. Supposing

8. What do you recommend to get the job done?a. Direct question b. Open-ended question c. Laundry list

9. Don’t stop talking. I want to hear more about your problem.a. Echoing b. Reassurance c. Open-ended question

10. Why did John go?a.Direct Question b.Open-ended question c. Supposing



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REMINDER...

� Note key phrases

� Use words association(to help you connect to the speaker’s message)

� Use pauses(an opportunity to repeat mentally what was saidby the speaker)

� Repeat main points mentally

ACTIVE LISTENING REQUIRES EFFORT,CONCENTRATION, AND PRACTICE.

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Active Listening Skills: Styles of listening

IV. STYLES OF LISTENING

Active Listening is the most difficult aspect of the communication process to manage. Often,what we hear is different from what has been said. By recognizing the different styles oflistening - both barriers and bridges to communication, and by eliminating the bad listeninghabits, we can make the best use of active listening to better understand others, to share ideasand to build on those ideas together.

A. BARRIERS TO COMMUNICATION

1. On-off listener

This habit comes about because individuals think about four times as fast as the averageperson speaks. Thus, a person listening has 45 seconds of spare thinking time for eachspeaking minute. A listener of this type thinks of personal affairs, concerns and problemsinstead of asking questions to himself or interpreting the message.

2. Emotional listener

An emotional listener gets upset when he hears words or statements that relate to sensitiveissues or topics that can put him in tight or awkward situations. If this happens, the listenerautomatically tunes out the speaker.

3. Open-ears but closed-mind listener

This all-knowing type listener assumes that he knows what the speaker will talk about andjumps to conclusion that there is nothing new if you listen to the speaker. He thinks anddecides even before the start of the session that it is boring and what will be said makes nosense.

4. Day-dreamer

This glassy-eyed listener has a dreamy expression. He seems to be looking at the speakerintently and listening attentively but his mind is really wandering or in far distant places.

5. Too-complex-for-me listener

This type of listener avoids too complex and complicated ideas or topics. In so doing, he is notable to follow the subject because he doesn’t make a real effort to understand what is beingsaid.

6. Compliant listener

This is the shy type who doesn’t voice his ideas for fear of ridicule and/or criticism. He addslittle to the discussion

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7. Argumentation listener

This type of listener doesn’t want his ideas, opinion and judgments challenged or over-tuned.Thus, when the speaker says something that opposes what he thinks, he will unconsciouslystop listening to plan his response.

8. Fault-finder

The critical type listener finds faults with what the speaker says or how he says it rather thanconcentrating on the message. He misses the most important facts and main ideas becausehe focuses on small details of each item being discussed.

9. Note-taker listener

This type of listener attends meetings with the purpose of getting all possible information. In sodoing, he spends all his time taking down notes on all the materials presented. He forgets tolisten to the main points or “meat” of the discussion because of his desire to write everythingthe speaker says.

10. Mental filters

We filter incoming messages through our own preconceptions. Messages contrary to ourbeliefs cannot pass, and unless we make a conscious effort, are simply not heard. (They areheard by our ears, but not by our minds.)

B. BRIDGES TO COMMUNICATION

1. Involved listener

The Positive Type who is attentive and participates well in discussion. He tries to askquestions to clarify statements. He sends clear verbal and non-verbal responses and valuesgood eye-contact. He listens objectively to the speaker’s point of view and tries to give thesame connotation to the message so as to align his thoughts with that of the speaker’sintention.

2. Active listener

Closely pays attention to the message that the speaker tries to relate. He asks questions toensure that his interpretation of the statement is accurate. He also gives feedback to reach acommon understanding with the speaker.

3. Positive listener

Never disagrees with a speaker until he has played back the speaker’s point so that thespeaker agrees it was correctly understood. This approach prevents the “ArgumentativeListener” syndrome.

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Self-Test (5 min)Styles of Listening

Instruction : Select a response from the right column (B) which correctly describes thelistener’s style defined in the left column (A). Write the letter correspondingto your choice in the blank provided in front of the number in column (A).

Column A Column B

_______ 1. Automatically tunes out on a. Active listenercomplex and complicated topics. b. Critical type

c. Too-complex-for-_______ 2. Looks for speaker’s errors in his speech me listener

text, etc. d. Day dreamere. Argumentative type

_______ 3. Doesn’t want his ideas challenged. f. All-knowing typeg. Shy type

_______ 4. Jumps to conclusion without letting the h. Emotional typespeaker complete his statement. i. Positive type

j. On-off listener_______ 5. Adds little to the discussion. Prefers to k. Mental filter

be silent for fear of voicing his opinion. l. Note-taker

_______ 6. Physically present but mentally absent.

_______ 7. Listens for the intent of the speaker andthe content of the message.

_______ 8. Becomes sensitive upon hearing specificwords that makes his adrenaline go up.

_______ 9. Asks questions to clarify what was said by thespeaker and gives feedback in a timely manner.

_______ 10. 3/4 of a minute of his spare thinking timefor each listening minute is spent on thinkingof personal affairs, concerns and problemsrather than on listening to the speaker.

_______ 11. Spends the entire meeting jotting downeverything the speaker says.

_______ 12. Screens incoming messages due to prejudice.



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A break Activity (3 min.)

Can you follow instructions and complete in 3 minutes or less?

1. Read all that follows before doing anything.

2. Write your name in the upper right-hand corner of this page.

3. Circle the word “corner” in sentence two.

4. Draw five small squares in upper left-hand corner of this page.

5. Put an “X” on each square.

6. Put a circle around each square.

7. Sign your name under line 5.

8. After your name, write “yes, yes, yes”.

9. Put a circle around number 7.

10. Put an “X” in the lower-left-hand corner of this page.

11. Draw a triangle around the “X” you just made.

12. Call out your first name when you get to this point in the test.

13. If you think that you have followed directions carefully to this point, call out “I have!”

14. On the reverse side of this paper add 6950 and 9805.

15. Put a circle around your answer.

16. Count out loud, in your normal speaking voice, from 10 to 1.

17. Put three (3) small pin or pencil holes in the top of this page.

18. If you are the first person to get this far, yell out, “I am the first person to get to this spotand I am the leader in following directions”.

19. Say out loud, “I am nearly finished. I have followed directions.”

20. Now that you have finished reading carefully, do only those things called for in thesentences numbered 1 and 2. Did you read everything on this page before doinganything?

Note: PLEASE BE QUIET AND WATCH THE OTHERS FOLLOW DIRECTIONS

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Active Listening Skills: Your Strengths and Weaknesses in Listening (Where do we stand?)

V. YOUR STRENGTHS AND WEAKNESSES IN LISTENING(WHERE DO WE STAND?)

1. What type of listener do you relate yourself to? ___________________________

2. What are your best listening qualities? Enumerate five (5) of them rank them 1-5 with one(1) being the best quality. E.g.: good eye contact, clarifying, not judgmental, etc.

1. ______________________________________________________________

2. ______________________________________________________________

3. ______________________________________________________________

4. ______________________________________________________________

5. ______________________________________________________________

3. Please enumerate three (3) listening qualities that you want to develop or improve.

1. ______________________________________________________________

2. ______________________________________________________________

3. ______________________________________________________________

4. List three (3) bad listening habits that you exhibit during meetings and rank them with one(1) being the worst.

1. ______________________________________________________________

2. ______________________________________________________________

3. ______________________________________________________________

5. Cite three (3) listening characteristics that you have observed from your other teammembers in your meeting that you would like to avoid yourself.

1. ______________________________________________________________

2. ______________________________________________________________

3. ______________________________________________________________


Note: To be able to eliminate bad listening habits, several steps have to be taken asdiscussed in the following page.

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Active Listening Skills: Your Strengths and Weaknesses in Listening (Where do we stand?)

Steps in Eliminating Bad Listening Habits:

1. Recognize your fault. Identify, monitor and eliminate this undesirable habit or poor lis-tening

2. Do not tolerate your old ways. Make an effort to fight and control your old habits.

3. Develop patience to enable you to change the old habit with a new habit. Have trust in yourself and put value into what you want to achieve.

4. Recognize yourself for a job well done by being able to successfully improve your listening habits.

5. Be humble.

6. Have a learning and open-minded attitude.

REMINDER...

3 WAYS TO SHOW YOU LISTEN...

� Give encouraging responses

� Paraphrase content

� Reflect feeling - non-judgmental

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Active Listening Skills: Effective Guidelines to Active Listening

VI. EFFECTIVE GUIDELINES TO ACTIVE LISTENING

10 WAYS TO EFFECTIVE LISTENING

THE BAD LISTENER THE GOOD LISTENER

1. Look for areas of interest Cuts out personally uninteresting subjects.

Looks forward, ask “what’s in it for me?”

2. Consider the content and not the delivery

Does not listen if the speaker is not credible in the way he presents.

Listens for content, skips over delivery errors.

3. Suspend judgment Tends to form quick judgments based on incomplete understanding.

Doesn’t judge until everything is understood.

4. Listen for ideas Listens for every detail. Listens for themes, main ideas, important facts.

5. Be flexible Incessant note-taker. Always refers to the past.

Takes fewer notes. Adapts to the speaker’s style.

6. Work at listening Is not keen to listen. Fakes attention.

Shows active participation through body posture and tries very hard to listen.

7. Tune out distractions Easily distracted. Avoids distractions, concentrates on subjects being discussed.

8. Exercise your mind Doesn’t like to listen to complex and complicated subjects.

Makes use of heavier material to exercise the mind.

9. Be open-minded Reacts to sensitive / emotional words.

Doesn’t get hung up on emotional words.

10. Capitalize on facts Tends to be argumentative, basing agreement or disagreement on own opinion rather than facts; doesn’t read emotions of speaker.

Challenges, anticipates, mentally summarizes, weighs the evidence, listens between the lines and to tone of voice.

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Active Listening Skills: Effective Guidelines to Active Listening

ACTIVE LISTENING SKILLS

The ability to hear what people are saying;to check perceptions;

to probe for additional information;to discover underlying assumptions;

to respond to unstated messages, feelings;and non-verbal communication;

and to empathize .

Sanders and Assoc. - Consultants

ACTIVE LISTENING INVOLVES A THINKING PROCESSTHAT IS DISTINCT FROM READING AND WRITING

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Active Listening Skills: Summary and Conclusion

VII. SUMMARY AND CONCLUSION

A good and able listener, having applied all the skills of effective listening, achieves thefollowing:

� Secures more information.

� Understands others and their viewpoints.

� If others see their ideas understood, they will themselves become better listeners.

� Cooperation from others who will feel that the listener better understands them.

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Team meeting evaluationListening Skills

1. To what extend are you committed in improving listening?

2. What is the level of listening spent on your meeting by your team on the average?

3. How do you rate yourself as a listener?

4. How do you rate the best listener in your team?

5. How do you rate the worst listener in your team?

6. How do you rate the following people in their listening skill? On a scale of 1-10 (with 10 as the highest) when applicable.

Manager _______ Facilitator (if any) _______

Team leader _______ Team members (on the average) _______

Recorder _______ Yourself (as what others _______perceive you to be)

Speaker _______ Others _______

Non-committed Fully committed

1 2 3 4 5 6 7 8 9 10

0% 25% 50% 75% 100% % Spent on listening

Poor Excellent

1 2 3 4 5 6 7 8 9 10

Poor Excellent

1 2 3 4 5 6 7 8 9 10

Poor Excellent

1 2 3 4 5 6 7 8 9 10

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Team Meeting EvaluationActive Listening Aspect

For your own meeting use this checklist. (Free-up 10 min. in your agenda to discuss it or do itat the beginning of your next meeting.)

Please rate the extent to which:

Never Sometimes Always

1. People attentively listened to each other

� � �

2. People asked to clarify items not clear or paraphrased the speaker’s statement

� � �

3. Participants seemed bored and restless

� � �

4. People were easily distracted with sounds and movements

� � �

5. Participants paid attention to the speaker’s message

� � �

6. Participants provided feedback to the speaker

� � �

7. Participants understood the speaker’s point of view

� � �

8. Participants did not jump to conclusions about what the speaker was saying

� � �

9. Participants had private talks during the meeting

� � �

10. People actively participated in the meeting

� � �

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Notes

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Self-Test Recommended Responses

PAGE 2: What is your rating?

10-12 “NO” answers Excellent. Keep up the work.Everybody is actively listening.

7-9 “NO” answers Good.Can improve further in your listening skills

4-6 “NO” answers You and your team need practice in active listening.Practice, practice and practice!

1-3 “NO” answers Tune up your ears and listen up!

PAGE 7: The Need to Listen

1. Receiving info, understanding message, evaluating message, giving feedback.2. Enhance relationships, be more efficient, understand a situation, understand and beunderstood, solve problems, be a team player, etc.3. Subject is too elementary, subject is too complex, when we have our own pre-conceivednotion of the message, etc.4. 1, 3, 45. Sender, receiver, message, feedback.

PAGE 14: Listening Techniques

1/B 2/B 3/C 4/A 5/B 6/B 7/B 8/B 9/B 10/B

PAGE 19: Styles of Listening

1/C 2/B 3/E 4/F 5/G 6/D 7/I 8/H 9/A 10/J 11/L 12/K

BREAKOUT ACTIVITY:

1. Cut the cheese horizontally into two equal cakes. Then cut vertically into four equal wedges.

2. S I X One line will convert a Roman numeral nine to a six.

3. 30 squares

active listening skills

Documents

team members

effective team meeting

team leaders

team discussion

listening techniques

listening tools

styles of listening

team meetingsinstruction