Training Session Plan
Session Name
Employ active listening and
responding skills
Date &
Duration
Participants
ASK Workplace Learning and
Development Consultants
Trainer
23rd September 2011
1 hour
Sharon Broad
Delivery approach &
environment
(Where & How)
Off-the-job/face to face - Company Training Room at Head Office
Competency Level /
Completion of ASK training sessions xx to xx
Pre-Requisites
Learning Outcomes:
Performance
Standard
Conditions
Assessment Methods
By the end of the training session participants should be able to:
- describe the 5 elements of the SOLER technique for active
listening
- advise the barriers to effective listening
understand how to respond to learners effectively



practice of SOLER technique in pairs
group discussion after responding technique demonstrations
identification of techniques in video roleplay
Laptop and data projector
Resources
(training materials &
equipment)
Whiteboard, markers and eraser
Handouts:
-
Active listening tips
-
SOLER technique
Training Session Plan page 2
Time
Introduction
5 minutes
Interest
How to effectively listen
Need
As trainers we need to speak and Group questions
listen effectively. By listening
PPT 2 - Introduction
carefully to participants you can
determine how well the training is
going, how well participants
understand the material and many
problems they may be
experiencing
Topic
Active Listening and Responding
to Learners
Range
SOLER technique, Barriers to
Effective Listening and
Responding to the Learner
Outcomes
understand the techniques used in
active listening and responding
Assessment
practice of SOLER technique in
pairs , group discussion after
responding technique
demonstrations, through
identification of techniques in role
play
Time
Methods & Aids
Body
PPT 1 - Dilbert video
Methods & Aids
5 mins
Activity
Group question - How do you
know someone is listening to you
PPT 3- How do you know
someone is listening to you - list
responses from trainees on
whiteboard
5 mins
Explain
SOLER technique
PPT 4 – SOLER
S sit or stand squarely, facing the Handout
learner - focus on their verbal/nonverbal communications
O open friendly posture - express
interest and support in what they
are communicating
L lean forward - to indicate to the
learner they have your attention
E Eye contact - as appropriate for
the learners characteristics
R respond - let them know you
have heard and understood what
they said
Give handout of SOLER
technique
10 mins
Activity
Split into pairs - each person tell
the other their favourite memory
from childhood
Pair is person sitting next to them
Listeners practice the SOLER
techniques.
After each has told, they feedback
their observation of the others use
of the SOLER techniques
5 mins
Explain:
Barriers to Effective
Listening
PPT 5 - Barriers to Effective
Listening
Interrupt - You should always
hear all that the other person is
saying. If you listen without
interrupting and then give your
point of view the other person will
be more likely to hear what you
have to say.
Emotions – Being too emotional
can limit understanding. If you are
too emotional you are more likely
to jump to conclusions and make
the wrong assumptions
Starting in the middle – often the
speaker will start a conversation
or make a point thinking that
everyone else knows what he or
she is referring to. It is important
not to make assumptions about
what people know. If unsure, ask
them.
Not understanding – It is
important to listen for the main
ideas a person is communicating.
Sometimes people get bogged
down in minor details and these
are taken as major points. Listen
carefully to the whole process, not
just pick out bits and pieces.
5 mins
Explain
Responding to Learners
PPT 6 – Responding to Learners
Explain each of the responding
techniques:

Paraphrasing

Reflecting

10 mins
Activity
Challenging
Role play using prepared case
studies
One trainee reads the pre-pared
Pre-prepared conversation
paragraphs (based on workplace
training issues)
conversation
Trainer demonstrates
“paraphrasing” technique in
response
Another trainee reads a different
pre-prepared conversation
Trainer demonstrates “reflecting”
technique in response
Finally a 3rd trainee reads another
pre-prepared conversation
Trainer demonstrates the
“challenging” response technique
Group discussion of the elements
and points of the different
techniques
10 mins
Activity
and
Review role play video
trainees take notes of active
listening concepts demonstrated
in the video.
Active Listening Role Play video
(from You Tube)
Trainees need pen and notepaper
At the end of the video, each
trainee provides one example of
an active listening and
responding technique to the whole
group
Time
5 mins
Conclusion
Methods & Aids
Outcomes
Today we looked at how to
actively listen and respond to
learners. We used the SOLER
technique, learned the barriers to
effective listening and explained
the different techniques used to
respond when actively listening.
Feedback
Advise on student’s
demonstration of learning via
performance in the final activity.
PPT - Conclusion
Check if any questions
Future
Now that we’ve learnt the tools
and techniques of effective
training we move onto the next
skills required of a trainer – how to
provide constructive feedback.
Finish
Training Template© 2011 JenMar. Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License