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Prepared by Dialogue Diversity

March 2020

Preface

NESET – NEETs’ Empowerment for Sustainable Employment in the Tourism sector, is a 3-year project, funded by the EEA and Norway Grants Fund for Youth Employment which aims at supporting on a large-scale transnational basis the sustainability of youth integration in the tourism labour market in the NESET beneficiary countries (BCs), by creating conditions for NEETs’ employment and entrepreneurship in various forms of tourism, incl. alternative tourism.

The NESET beneficiary countries are: Bulgaria, Croatia, Cyprus, Greece, Italy, Portugal and Romania, whereas Iceland is involved in the project’s implementation as an expertise country.

The Project’s approved Proposal stipulates, among others, that a number of training Modules will be produced to support a Training course addressed to trainees with NEET characteristics in the partner countries. The Modules produced, deal with various types of skills considered to be associated with efforts aiming at strengthening young persons’ skills and upgrading their performance while working in tourism related jobs. One of these Skills’ Groups is “Social and Communication Skills”, while two more Groups, i.e. “Employability Skills” and “Tourism related Entrepreneurship Skills” are also included in the NESET range of training topics.

Four Social and Communication Skills Modules have been produced by DIALOGUE DIVERSITY, for individual skills in that Group i.e. Respect (1/4), Empathy (2/4), Active Listening (3/4) and Open Mindedness (4/4).

Dialogue Diversity would like to acknowledge their staff for their contribution in the Preparation of these Modules.

DIALOGUE DIVERSITY

March 2020

AUTHORS’ DECLARATION

The present Module has been prepared solely for training purposes. Its text does not necessarily claim originality, as, besides the authors’ own contribution, it is also based on material from various other sources considered to be relevant, useful for training purposes and transferable. This is dully acknowledged in the text in various ways. The authors however accept responsibility for any failure to fully record all such instances in the text.

Table of contents

I – Skill´s Group

Skills’ Group: Social and Communication Skills

Final words

Videos

II – The Specific Skills *

Active listening 3/4

Learning objectives

Goal Driven Hospitality

Listening skills

Videos

III – SECTION 3 – GROUP ACTIVITIES AND ROLEPLAYS

Title: Listen and Draw

Title: Memory Test Activity

Role-playing

IV – SELF-ASSESSEMENT PROCEDURES & FORMS

QUESTIONNAIRE FOR EX-ANTE SELF ASSESSMENT OF TRAINING PARTICIPANTS’ SKILLS

QUESTIONNAIRE FOR EX-POST SELF ASSESSMENT OF TRAINING PARTICIPANTS’ SKILLS

QUESTIONNAIRE FOR ASSESSMENT OF SPECIFIC TRAINING MODULE

V – ANNEXES

VI – References

I – Skill´s Group

Skills’ Group: Social and Communication Skills

What are communication skills? Do we really need to work on communicating if it seems like we are pretty good at it already? The answer is a resounding yes! As Stephen R. Covey states: The most important ingredient we put into any relationship is not what we say or what we do, but what we are. And if our words and our actions come from superficial human relations techniques rather than from our own inner core, others will sense that duplicity. We simply won’t be able to create and sustain the foundation necessary for effective interdependence.

This really shows how vital communication is and how important is the way we communicate and interact with others. This is particularly important in the tourism sector. As it noted, communication is the foundation of all of our relationships, forming the basis of our interactions and feelings about one another.

There are many definitions of communication. Basically, communication means little more than ‘to share’. But where the sharing of a chocolate, a house, or other physical objects involves that the one sharing will keep a lesser portion of these objects to him/herself, sharing through communication does not leave the one sharing with ‘less’ than he had before he/she shared his/her thoughts, feelings, ideas, values, perspectives, viewpoints or ideologies. Communication not only involves exchange (transmission, encoding and decoding) of information, but has the possibility to generate new, more informed meanings and understandings for all parties involved. Accordingly, communication is not only about giving or sending information, it is about sharing information and by doing so, accumulating, creating and advancing knowledge. However, many definitions of Communication forget this meaning of sharing and value creation. For example, Wikipedia presents communication as predominantly unidirectional when pointing to it as “the act of conveying intended meanings from one entity or group to another”. Merrian Webstar dictionary defines communication as ‘a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior’. And when we communicate, our purpose is also that our message is well understood by our listener(s).

In relation to Social skills, it is also evident their importance in the Tourism sector. What are social skills? Can we improve them? And the answer, again, is a sounded YES.

According to Wikipedia, Social Skill is any competence facilitating interaction and communication with others where social rules and relations are created, communicated, and changed in verbal and nonverbal ways. The process of learning these skills is called socialization. For socialization, interpersonal skills are essential to relate to one another. Interpersonal skills are the ability to communicate, or interact well with the other people, i.e., are the behaviour and tactics a person uses to interact with others effectively. Positive interpersonal skills include persuasion, active listening, delegation and stewardship, among others.

So, it is important to acquire good communication and social skills also because:

• Effective communication shows respect and valueof the other person.
• It helps us to better understand each other; not all communication is about understanding—some are intended to fight, dismiss, invalidate, undermine, etc.—but it should be!
• It makes us feel more comfortable with each other and encourages even better and effective communication

Communication and social skills can be developed and improved. Specially, if we daily deal with people, personal or professionally speaking. In the tourism sector, this is even more evident and important.

Some tips can help guide us toward better communication with people in general. According to Australia’s Better Health Channel, the following tips (among others) can improve your communication process and be more successful in achieving your objectives:

• Set aside time to talk without interruption from other people or distractions like phones, computers or television
• Think about what you want to say
• Be clear about what you want to communicate
• Make your message clear, so that the listener hears it accurately and understands what you mean
• Listen to the part / ‘partner’. Put aside your own thoughts for sometimes and try to understand their intentions, feelings, needs and wants (this is called empathy)
• Be aware of your tone of voice
• Remember that you don’t have to be right all the time. If the issue you are having is not that important, sometimes let the issue go, or agree to disagree
• Don’t jump to conclusions. Find out all the facts rather than guessing at motives.
• Discuss what actually happened. Don’t judge

Communication skills can be generally categorized as the oral, written and body language skills (Fatimawati et al, 2005; Jackson, 1999; Shamsudin Abd. Rahman, 1997). If tourist workers are able to master these skills and leave a good impression, then every country, and Portugal, in particular, may unfold further steps to further boost the tourism industry.

Tourism workers provide one of the first impressions on tourists in relation to the country. In this sector, when interacting with tourists, qualities such as professionalism, integrity, punctuality and politeness are indicators to lead to satisfaction. Having tourist workers with good generic, social and communication skills is more likely to build good tourist relationships.

So, we should ask:

1. Does good communication skills contribute to the development of the tourism sector?
2. What are the main aspects of communication skills that are important for the development of the tourism sector?

Several of the important features in communication and social skills are:

1. Proficiency in languages such as English and other foreign languages
2. Oral skills, written and body language
3. Dress and attire
4. Appearance and visual communication
5. Manner of communication
6. Knowledge of the respective country and common courtesy
7. General knowledge and professional ethique
8. Proficiency in formal and informal protocol
9. Skills of delivery or relaying information to tourists
10. Study of work ethics, such as honesty, willingness to help without conditions, etc.

Multilingual workers are needed to cater for various foreign nationalities that visit each country. Thus, many tourists without well-trained and experienced tourist guides may give a negative image to the hosting country.

Other aspects that need to be looked into seriously is professionalism of the tourism workers in which human qualities and dispositions are not to be neglected. Some of these qualities, as reflected in the survey done by NESET partnership are: personal character, good personality, i.e., friendliness, patience, and emphatic communication. Another important skill, although not reflected in the survey is appearance. These are virtues that go a long way in pampering tourists to stay longer and spend more. On the other hand, continuous learning and acquiring new knowledge and skills leads to better customer service. Work ethics such as honesty, self-conscience and competency in serving tourists are the foundation of excellence in tourism. These skills are, this way, also important in the Tourism business.

So, companies also communicate through how their employees look (e.g. what they wear), but most important is how employees behave when interacting with customers. The literature on emotional labor (and research indicating how more and more employees need to manage feelings and expressions to fulfil the emotional requirements of their jobs as we continue to move from a manufacturing towards a service- or experience-based economy) is quite extensive and in recent years, much has been written about issues such as complaint management.

Thus, these skills should be learned and obtained. Some of the benefits of obtaining communication skills are as follows:

1. a) able to communicate information to visitors effectively
2. b) able to identify an individual’s attitudes closely
3. c) able to strengthen the relationship with tourists and can attract them to visit again
4. d) able to solve complex problems and
5. e) able to build network of relationships with foreign tourists.

Therefore, communication and social skills are essential in creating a good atmosphere in the workplace and ensuring understanding and strong links between “tourist worker” and tourists who visit each country.

We should have in mind teaching social skills with fostering social problems solving skills. However, the social skills taught are individualized to the needs of the students in the group.

The general categories of skills include:

• emotion regulation
• dealing with bullying and peer pressure
• expressing feelings
• social communication
• negotiation and conflict resolution
• conveying empathy
• self-advocacy
• age-appropriate behaviour, and
• planning and organization.

Another very important area is complaints handling with a focus on the opportunity to create loyalty. Service is not defined by not making mistakes, but much rather how these are handled.

To finalize, the following 10 commandments of hospitality offer a good base for developing a professional and positive conduct in client presence:

1. smile and be positive;
2. greet all you meet: ‘good morning/afternoon/evening’, ‘you are welcome’, ‘my

pleasure’, ‘excuse me’, etc.;

3. the answer is ‘yes’, never ‘no’;
4. a guest’s concern is your concern;
5. an absolute level of cleanliness and security is each one’s responsibility;
6. escort guests, do not point;
7. assist your colleagues;
8. do not eat, drink, smoke or chat with colleagues in guest areas;
9. enjoy your work, treating guests and colleagues with respect and dignity;
10. act as an ambassador of your hotel inside and outside.

Final words:

Good communication is a skill that serves people in every area of life. Even the best communicators make mistakes, let alone those of us still learning how to improve. Imagine a world where everyone knew the emotion behind their message and tried to communicate with assertive kindness. So, think before you speak!

Equipping individuals with effective communication skills results in higher levels of emotional intelligence, higher test scores, lowering incidents of bullying, and improvements in overall mental well-being. There is so much to gain from practicing these skills.

With the omnipresence of technological advances, young individuals need to practice these face-to-face skills more than ever.

Building these skills in all age groups builds a society for empathy and emotional resilience. The more practice kids get in school and at home, the better these skills will become. Adults and kids alike have endless opportunities to change how they speak and address their shared needs.

Videos
https://www.youtube.com/watch?v=mPRUNGGORDo&t=195s

https://www.youtube.com/watch?v=twSumTncoPQ

https://www.youtube.com/watch?v=Nj-hdQMa3uA : the magical science of storytelling | David JP Phillips | TEDxStockholm

II – The Specific Skills *

According to the survey results done by NESET partnership [regarding the need requirements in terms of needs vs already existing skills, available support and demographics of young people, as well as their perceptions, regarding the existing labour market-related challenges and opportunities from a tourism sector perspective], the following 4 specific skills were appointed as most important for a worker in the Tourist business: Respect, Confidence, Empathy and Open Mindedness and Active Listening. Below, the reasons we have found for the importance of Active Listening skills in the same sector.

Active listening 3/4

Learning objectives:

• Define ‘Active Listening’ in tourism context
• Give several examples of ‘Active Listening’ in the tourism context
• Understand why it is important to demonstrate ‘Active Listening’ in the tourism context

Active listening

Active listening: it is a skill that can be acquired and developed with practice. However, active listening can be difficult to master and will, therefore, take time and patience to develop. ‘Active listening’ means, as its name suggests, actively listening. That is fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker.

Active listening involves listening with all senses.  As well as giving full attention to the speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening – otherwise the speaker may conclude that what they are talking about is uninteresting to the listener.

Interest can be conveyed to the speaker by using both verbal and non-verbal messages such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’ or simply ‘Mmm hmm’ to encourage them to continue.  By providing this ‘feedback’ the person speaking will usually feel more at ease and therefore communicate more easily, openly and honestly.

Before acquiring Active Listening skills, you have to practice Assertive Communication skills, i.e., A communication style in which a person stands up for their own needs and wants, while also taking into consideration the needs and wants of others, without behaving passively or aggressively. So, an important communication skill that helps you interact well with others is listening. You need to be able to listen carefully to what your employer tells you to and  to what your colleagues say in a meeting. You must listen to clients’ concerns, and express to them that you have understood them. People respond well to others when they feel they are being heard.

Possessing listening skills is one of the most important requirements for holding a job in hospitality management. That may not seem obvious at first, but when you think about everything involved in restaurant and hotel management, this statement makes perfect sense. Hospitality is defined as kindness to strangers and as a relationship process. The best definition focuses on the relationship and process aspects, because anyone working in the hospitality business knows that it takes ongoing attention and consideration to properly serve people in a way they appreciate.

Being a good hospitality worker means being able to identify the needs of customers. This often comes down to being a good listener. A good listener pays attention when people talk and doesn’t assimilate the information with pre-conceived notions. A good listener is able to separate the important information from the rest of what is said and use that information to improve service. In other words, good listening skills can be considered both a motivational and customer service tool.

Goal Driven Hospitality

As a restaurant or hotel worker, for example, you have several goals to always keep in mind.

• Keep customers satisfied with service and hospitality.
• Find creative solutions to potential problems.
• Be responsive to customer needs.

Good listening skills involve much more than just hearing what people are saying. As a restaurant, hotel or even cosmetology worker, you have to be able to read between the lines and determine what services or problems you need to address. The hospitality industry is extremely competitive and that makes customer satisfaction a top priority.

It is important that the manager also learns to listen to his or her staff. A commercial cook, patisserie or gourmet chef, or a hotel manager must develop a team of people that work well together. The staff must have the same vision and the same commitment to customer service as the manager.

The hospitality business is fast-paced and demanding. The more the staff works like a team, the smoother the operation.

Hospitality is all about creating customer satisfaction in a highly competitive and fast-paced environment by motivating employees to provide great service.

Active listening is a skill, an ability that together with the art of giving presentations, argumentation and persuasion, negotiation as well as with effective business writing constitutes a closed circle in the communication process. It is a powerful tool in modern, multicultural working environment, in the world of globalised business which is today, more than ever, coloured by the multicultural differences. After all, all humans start listening first than speaking… While very often an onus has been put on speaking and writing ability, listening has somehow been neglected.

As the old adage says, customer is king. It goes without saying that interpersonal skill is crucial in fostering smooth communication with the guests and providing spectacular customer service. It means that you should be customer-oriented, by putting their interest number one and living up to their expectations. To give the best experience for the guests, you should demonstrate both awesome oral and written communication skills.

Listening skills

Being a hospitality employee requires you to be a good listener. By pinning your ears back to your guests, you will get better understanding of what they want to convey. It becomes more vital when they speak in different languages, as you have to know non-verbal communication too.

It’s all about food, accommodation and drinks. It’s all about tourists, travelling, attractions and customer service. Basically, hospitality and tourism is all about helping people enjoy themselves when they’re out and about.

We encounter the people who work in hospitality and tourism all the time: when we go out for a drink, when we grab a bite to eat, or when we go on a luxurious round-the-world trip, staying in five-star hotels and flying business class (just for the record: we never do this, but you get the point!). Our social lives and free time just wouldn’t be the same without the hard-working people who dedicate their careers to this sector.

The main thing to know about careers in hospitality and tourism is that it’s never going to be your typical nine-to-five job. The people who work in this sector really take one for the team and work when other people are having fun. For instance, people who work in pubs and clubs tend to work mainly in the evenings, and people who work in tourism are especially busy when everyone is jetting off on their summer holidays.

Jobs in hospitality and tourism are all about providing friendly, efficient and attentive customer service. Consequently, excellent communication skills, patience and a friendly nature are essential for you to thrive in these industries. You really have to want to work in this sector to do it well. It’s a lot more difficult to be friendly and helpful if you’re not enjoying yourself.

So careers in hospitality and tourism aren’t all about catching the rays and having a good time while on the job, but they definitely aren’t always your average nine-to-five office job either!

Videos:

• https://www.youtube.com/watch?v=rzsVh8YwZEQ – Active Listening
• https://www.youtube.com/watch?v=oWe_ogA5YCU – 6 Tips for active listening
• https://www.youtube.com/watch?v=D6-MIeRr1e8 – How to improve your listening skills
• https://www.youtube.com/watch?v=-BdbiZcNBXg – Being A Good Listener with Portuguese Subtitles
• https://www.youtube.com/watch?v=BW82k7lwI_U – Active Listening: How To Communicate Effectively

III – SECTION 3 – GROUP ACTIVITIES AND ROLEPLAYS

The resources in this section include tips, techniques, exercises, games, and other activities that give the opportunity to learn more about effective communication, help guide interactions with others, and improve communication and social skills. All the activities have a common goal: they will help anybody become a better, more effective, and more positive communicator. The selected activities take into consideration the tourism sector. The following activities also develop or enhance Active Listening skills.

Title: Listen and Draw

Objectives: Develop Active listening skills and concentration. This game is easy to play but not so easy to “win.”

Nº of participants: limited to the physical conditions you have

Procedure:  The trainer gathers the group of participants together and hand out a piece of paper and a pen or pencil to each player. Tells them he/she will give them verbal instructions on drawing an object, one step at a time. For example, he might give them instructions like:

1. Draw a square, measuring 5 inches on each side.
2. Draw a circle within the square, such that it fits exactly in the middle of the square.
3. Intersect 2 lines through the circle, dividing the circle into 4 equal parts.

4. As the exercise continues, it will get progressively harder; one misstep could mean that every following instruction is misinterpreted or misapplied. Participants will need to listen carefully to ensure their drawing comes out accurately. Once the instructions have all been read, compare drawings and decide who won.
5. For added engagement, decide in advance on what the finished product is supposed to represent (e.g., a spiderweb, a tree).

A discussion/debate will follow on the difficulties / obstacles found and trainer registers the conclusions

Duration: 30 m

Title: Memory Test Activity

Nº of participants: limited to the physical conditions you have

Objectives: Develop and practice active listening skills and the memory

Procedures:

1. Tell participants that you are going to read them a list of words to test their memory.
2. Instruct them to listen carefully, as they cannot write down any of the words. Tell them you will test them later to see how many of the words they can remember.
3. Repeat each of the following words slowly, pausing briefly between each word:

1. • dream
   • sleep
   • night
   • mattress
   • snooze
   • sheet
   • nod
   • tired
   • night
   • artichoke
   • insomnia
   • blanket
   • night
   • alarm
   • nap
   • snore
   • pillow

1. When you finish reading the list of words, distract your participants by talking about something else for at least one full minute.
2. Once you have finished talking, have each participant write down as many words as they can remember from the list.

You (and your participants) will find that it’s pretty difficult to remember a list of somewhat-random words, especially when there is a break in time and another discussion in between hearing them and recalling them! Relate this to real-life listening by emphasizing the importance of paying attention to people when they are speaking to you, especially if it’s an important conversation.

Debrief by exploring the four basic principles of memory as follows: 

Primacy and recency – ask participants to raise their hands if they remembered the first and last words (dream and pillow). Explain that people easily remember the first and last things they hear in a series. Link back to the importance of having a high energy start and a final recap and review of your presenation.

Surprise – ask those who remember the word (artichoke) to raise their hands. Make the point that most people tend to remember things that are different, new or unexpected.  People will remember your presentation for much longer if it is novel and untraditional if not shocking.

Repetition – Ask those who remember the word (night) to raise their hands. Most participants must have remembered and wrote this word because you repeated it three times. Explain that people remember things more if they are repeated and how important it is to recap and review the main key points of your presentation more than once to ensure your audience can remember them.

False-memory – Ask participants to raise their hands if they remember the word (bed). Reveal that this word was not in the list but still some of them did write it down and raise their hands. Explain that our brain automatically closes gaps in what it sees and hears or reads, and sometimes assumes things that never took place happened. Most participants would have written the word (bed) because it simply fits and belongs to the list logically even though you never read it.

Duration: 30 m

Role-playing[1]

This is a highly educational and entertaining exercise on asking open questions. Open questions lead to more information while closed questions lead to a yes/no answer. Open questions are usually much more effective in maximising communication. Unfortunately, most people tend to ask closed questions and it is always a good idea to highlight the differences and encourage people to ask open questions more often.

In addition to practicing asking open questions, this exercise also helps with active listening. Delegates must focus and pay attention to each answer given by a volunteer as they must relate to this immediately through the next question they ask. Hence, this exercise is a great tool to boost communication skills. You can use this exercise for a group of people irrespective of whether they know each other or not. It would still be an effective exercise.

Considering the nature of this exercise, it can also be used as a team building tool, since volunteers need to constantly give information about themselves which can help bring people closer together.

Objective: Ask open questions until a volunteer answers a question you have in mind.

Scenario: A space where a volunteer can sit, and everyone can see the volunteer.

Nº of participants: If you have more than 10 delegates, divide them into groups of 5 and run the exercise in parallel sessions. Otherwise, get all the delegates to go through the same exercise.

Preparation: Explain about the difference between open questions and closed questions. Explain that in order to ask open questions they can start the question with one of the following:

• Why
• Where
• When
• What
• Who
• How

Ask who wants to volunteer for this exercise. They will be roleplaying so expect a person who is comfortable with this.

Ask the volunteer to leave the room while the group decides.

When the volunteer has left, ask the group to decide on a question for the volunteer. This should be an open question that doesn’t lead to yes or no answer. For example, delegates may want to find out what was:

• The volunteer’s first car
• The furthest destination the volunteer has travelled to from the current location
• The volunteer’s favourite hobby

Explain that although this is their mission, the delegates cannot just ask this straight away. At each point they can only ask an open question based on what was just stated by the volunteer.

Now, ask the volunteer to return.

Ask the volunteer to kick start the roleplay with a sentence on something that happened today. For example, the volunteer may say:

• “I forgot to put the rubbish out.”
• “On my train journey here, a woman was talking so loudly on the phone that everyone in the coach could hear the whole conversation.”

Ask the rest of the group to follow from the first statement and ask an open question one at a time that directly relates to it. The rule is that the next open question must include a significant word stated in the previous answer.

If someone asks a closed question, the volunteer may simply answer yes or no reflexively. Whether the answer is given or not, stop everyone and highlight the issue. Ask the same delegate to have another go and ask an open question.

Continue until a final open question leads to an answer suitable for the selected mission.

Explain the mission to the volunteer and congratulate all delegates on accomplishing the mission.

Let’s go through an example exchange to illustrate. Suppose the mission is to find out what the volunteer’s first car was. The significant words from the previous answer are italicised in each question:

Volunteer: “On my train journey here, a woman was talking so loudly on the phone that everyone in the coach could hear the whole conversation.”

Delegate 1: “Where was the train going?”

Volunteer: “To the London Bridge station.”

Delegate 2: “How long does it take you to get to the London Bridge station?”

Volunteer: “It takes me half an hour.”

Delegate 3: “Does it always take half an hour?” [Oops, that’s not an open question.]

Volunteer: “No.” [Reflexive answer given before you have time to stop them.]

You: “Any problems with that last question?” [Expect other delegates to highlight that this was a closed question. Now ask the last delegate to have another go asking an open question.]

Delegate 3 [Having a second go]: “How can you get there faster than half an hour?”

Volunteer: “I can drive.” [We are assuming a world with an ideal traffic here, but let’s go with the example.]

Delegate 4: “What car do you drive?”

Volunteer: “I drive a BMW.”

Delegate 5: “When did you get your BMW?” [A better question could have been asked at this point. See the notes below.]

Volunteer: “I got it three years ago.”

Delegate 6: “What car did you have before three years ago?”

Volunteer: “I didn’t. I just cycled around.” [Bingo! Mission accomplished. The first car was BMW.]

This exchange is simplified to illustrate the point. You should expect that it might take many more attempts and mistakes. The aim is to teach the importance of open questions and get the delegates to exercise active listening, paying attention and staying focused.

There are several important points to consider as you moderate this exercise:

Delegates need to ask one question at a time and in the correct sequence. When it is somebody’s turn, others should wait patiently for that person to ask a question. Many might be eager to jump in, but they should refrain from doing so and should not be allowed.

Ask the volunteer to always state the truth.

Ask the volunteer to be brief with answers.

If the volunteer suspects what the mission is, they should do their best to make it difficult for the delegates by giving answers that are not closely related to the mission.

If you look at the example exchange above, you can see that Delegate 5 could have simply asked, “What was your first car before getting the BMW?”, but instead asked a question that led them astray. This can happen and it is what makes the exercise more interesting and entertaining. It can put other delegates on edge too. This is also part of why delegates may be too eager to jump in and ask the right question out of turn. It will teach them self-restraint.

If delegates like this exercise and can benefit more from it, you can get them to go through another round with a different volunteer.

Follow with a discussion.

Timing

Explaining the Exercise: 10 minutes

Activity: 20 minutes

Group Feedback: 5 minutes

Discussion

What did you think of asking open questions? Was it easy to get the volunteer answer the question of your mission? How often did you feel you want to step in to change the direction of questions? How does asking open questions help you in your job?

IV – SELF-ASSESSEMENT PROCEDURES & FORMS

QUESTIONNAIRE FOR EX-ANTE SELF ASSESSMENT OF TRAINING PARTICIPANTS’ SKILLS

For the Skills’ Group: Social and Communication Skills, which the series of sessions you are going to participate aims to upgrade and for which specific Learning Objectives have been set, HOW would you rate your existing knowledge?

 QUESTIONNAIRE FOR EX-POST SELF ASSESSMENT OF TRAINING PARTICIPANTS’ SKILLS

For the Skills’ Group: Social and Communication Skills, which the series of sessions that you have attended aimed to upgrade and for which specific Learning Objectives had been set, HOW do you now rate your knowledge?

QUESTIONNAIRE FOR ASSESSMENT OF SPECIFIC TRAINING MODULE

Having attended training sessions aiming at helping you upgrade your ACTIVE LISTENING SKILL, how do you rate the various elements of your training?