2. What is “facilitation”
Apply the skills and
tools to facilitate; PC
and SC meetings,
workers and
management
communication,
conflict resolution
Objectives and expected outcomes
6. 6
Reasons for poor listening
Not paying full attention
Being impatient
Listening only for facts (bottom line)
Knowing the answer
Trying to be helpful
7. 7
Common mistakes while listening
Interrupting the speaker
Not looking at the speaker
Getting ahead of the speaker and finishing his/her
thoughts
Topping the speaker’s story with “That reminds me…” or
“That’s nothing, let me tell you about …”
Forgetting what was discussed previously
8. 8
Four grades of listening
Grade 0: Not paying attention
Grade 1: Intermittent listening
Grade 2: Listening with attention
Grade 3: Empathic listening
10. Asking questions and giving
answers;
Questioning skills – the 4Ps
1. Propose - ask a question clearly and concisely.
2. Pause - gives participants time to consider
their answers. Rephrase if necessary.
3. Point - invite a participant to answer.
4. Praise – thanks participant for the answer and
prompts others
10
11. Asking questions and giving answers;
When answering a participant’s question…
Listen
Clarify the question if necessary
Praise participant for the question
Evaluate the question
‘Give the question back’ to the participant
Give the question to others
Answer the question
11
12. Asking questions and giving
answers; Do’s and Don’ts
Don’t argue
Don’t allow one participant to dominate
Don’t patronize or berate
Don’t put anyone on the spot
Don’t use defensive body language
12
