This training programme in Active Listening, Empathy and Assertiveness provides the professionals the essential tools for developing skills which promote the mutual satisfaction in processes involving negotiation and communication. It is designed to strengthen key skills in these areas, enabling participants to improve their performance in environments labour issues and contribute to success in their roles.
Cross-cutting
Communication
3 pm
Active Listening, Empathy and Assertiveness
Communication
3 pm
Introduction
Objectives
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Improving active listening.
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Removing barriers to listening.
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Develop empathy.
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Overcoming barriers to empathy.
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Be assertive.
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Communicating assertively.
Table of Contents
TEACHING UNIT 1. LISTENING
- Active listening
- Barriers to active listening
- Preparing to listen
- Listening skills
- Non-verbal communication.
TEACHING UNIT 2. EMPATHY
- How does empathy develop?
- Barriers to empathy
- Strategies for developing empathy
- How can we show empathy?
TEACHING UNIT 3. ASSERTIVENESS
- Definition
- Disruptive behaviour
- Constructive criticism
- Saying ‘no’ assertively
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