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Lesson 1: Active listening

Category
Training Material
Subject
Policing

Description

Materials for a 1-hour lesson, part of the Human Resources training course, developed by the OSCE Mission in Kosovo

Subject
Policing
Target group
Management
Region
South-Eastern Europe
Keywords
communication skills, management, organisational management, human resources

Summary

Active listening is a communication technique that requires the listener to understand, interpret, and evaluate what she/he hears. The ability to listen actively can improve personal relationships through reducing conflicts, strengthening cooperation, and fostering understanding.

When interacting, people often are not listening attentively. They may be distracted, thinking about other things, or thinking about what they are going to say next (the latter case is particularly true in conflict situations or disagreements). Active listening is a structured way of listening and responding to others, focusing attention on the speaker. Suspending one's own frame of reference, suspending judgment and avoiding other internal mental activities are important to fully attend to the speaker.

The participants are knowledgeable on performance appraisal after following the First Line Supervisor Course or Mid-Level Management Course. This lesson is intended to acknowledge the importance of conducting good interviews, using active listening and be able to observe, note and criticize the performance.

Information

Added on
28 Mar 2017
Origin
OSCE Mission in Kosovo
Target group
Management
Region
OSCE Mission in Kosovo, Serbia
Keywords
communication skills, management, organisational management, human resources
Rights
OSCE