listening skills - phase one fg

8/2/2019 Listening Skills - Phase One FG

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Phase One Listening SkillsFacilitators Guide and Answer Key

Sutherland Global Services Facilitator Guide & Answer Key Page 1


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Listening SkillsActive Listening tutorial & Beginners

Level Listening Exercises

Listening Skills



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Objective:

The objective of this module is to instill in the learner the principles of listening andenhance the learners active listening skills. During the course of this module thelearner will learn to differentiate between passive and active listening and learn to

practice the art of active listening.

Introduction:

Listening is a skill and like all other skills, it has to be learnt and practiced in order toexcel in. Listening can be broadly classified into to categories, Passive and Active.

Most people are passive listeners, only paying partial attention and listeningprimarily for the key points.

When you create rapport with a person, it is inevitable that you will learnsomething about that person in the process. Listening is absolutely necessaryto pick up vital information about that person.

Good listening skills allow you to identify a persons needs, underlying moods,

personalities and communication styles. This will enable you to be much moreeffective in dealing with people.

Research suggests there is usually a 4060% loss of meaning betweenspeakers and listeners.

And for every 1 hour of information a person hears, they remember just afew minutes.

Active Listening:

Active listening is listening attentively with the need to respond, either verbally orwith body language. Verbal and visual cues are common to face to face encountersbut in telephonic conversations the only means of response is verbal.

Verbal Communication Cues tell the listener that youre paying attention. Remember,they cant see you nod or shake your head on the phone! Here are some examples ofverbal cues that show the speaker that you are paying attention.

OK Right Uh huh.. Oh.. I see. Interesting

Characteristic differences between Passive and Active listeners:

Passive Listeners Active Listeners

Believe that hearing is listening. Know that listening is much more thanjust hearing.

May be easily distracted. Focus on the speaker.Do not always acknowledge the speaker. Make sure that the speaker knows they

are listening.

Do not try to improve their listening Constantly practice to improve their



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habits. active listening habits.

In order to improve active listening skills one needs to listen with intention.

Listen with awareness

Listen with empathy Listen with an open mind

Listen with awareness:

There are two ways of listening with awareness, they are;

The first way is to compare what's being said to your own knowledge of historyand people. Do this without judgment. Simply make a note of how it fits withknown facts.

The second way is to hear and observe congruence. Does the person's tone ofvoice and word emphasis fit with the content of his or her communication. Ifvoice and words don't fit, your job as a listener is to clarify and give feedbackabout the discrepancy. If you ignore it, you're settling for an incomplete orconfusing message.

Listen with Empathy:

Listening with empathy means saying to yourself, "This is hard to hear, but it'sanother human expressing frustration." Your ability to listen naturally goes downwhen someone is angry, criticizes or wallows in self-pity.

Tips:

If you find it hard to listen with empathy ask your self the following questions;

What underlying need is the person expressing? What emotions is the person experiencing? What is the person asking for?

Listen with an Open Mind:

The most important rule for listening with openness is to hear the whole statementbefore judging. Premature evaluations don't make sense because you don't have allthe information.

Judgments may feel gratifying but here's how you pay for them:

If your opinions have been proven false, you are the last to know. You don't grow intellectually because you only listen to viewpoints you already

hold. You dismiss otherwise worthwhile people because you disagree with their

ideas. You turn people off because you spar and don't listen. You miss important information.

Barriers of Listening:



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In order to be an effective active listener one needs to know and understand thebarriers of listening. The following are major barriers to listening.

Environmental

The sounds around us become a barrier when they distract our attention thus

affecting our ability to listen actively Emotional/ Psychological

Occurs when we are overcome by complexes/ emotions where they prevent usfrom listening actively

Physical

Appears due to lack of proper sleep/nutrition - again preventing us fromactively listening

Active listening is consciously focusing on what is being said and verballyconfirming an understanding.

Components of Active Listening:

Acknowledge Verify Paraphrase Clarify Summarize

Commandments of Active Listening:

Concentrate Acknowledge Check understanding Avoid distractions Avoid interruptions Never assume Take notes Understand the barriers of listening

Note: Once the module has been completed get the learners started on the listeningactivities. The audio file needs to be played first and then the handout can be handedover to the learners to fill in. Once the learners answers have been corrected play theaudio file again. Look for further instruction in each exercise.



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Beginner Level Answer Keys:

Method:

Use the following method to instruct the students on the listening skills exercises;

Play the audio file Let the students have their work books open and answer the question while

they are listening to the audio file Do not let the students listen to the audio file before they actually fill in their

work books Play the audio file only once Correct the student work books Play the audio file once again for the students

Follow the same instructions for all exercises in this level.

Airplane:

1. 182. 2 hours, 14 minutes3. 11:45 PM4. Sunny5. 13

Airport:

1. Business and pleasure2. at a hotel3. More than four days4. CD player, clothing, and books

5. She was born in that country

Apartment for rent:

1. A search for a new apartment2. Its located some distance from school.3. No more than $2004. An apartment with furniture already in it5. He is going to visit an apartment building near his place.

Business Communication:

1. Shes out of the office.

2. Information on after-sales service3. 3:30 PM4. Kordell5. 560-1287

College Conversation:

1. He'd like to work at a hotel.2. Computer science



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3. She received a scholarship.4. at a restaurant5. He works long hours.

Daily Schedule:

1. At 5:00 a.m.2. At 8:00 a.m.3. They eat dinner.4. They watch TV.5. She helps the kids with their homework.

Directions:

1. Tokyo Tower2. 130 yen3. Platform number 44. about every six minutes5. at Kamiyacho Station

Family:

1. Peru2. 133. Taxi driver4. She runs a small family store.5. His mother enjoys her job very much.

Flight Tickets:

1. Helsinki, Finland

2. The twenty-second3. 904. Less than two hours5. He asked for a specially-prepared dinner.

Introduction:

1. Greg2. Colorado3. He is a third-year student.4. at a supermarket5. Reading

Money:

1. thirteen dollars2. Because he didnt remember to do it3. on Saturday4. in his bedroom5. He will buy some toys.



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Movies:

1. Dislike2. Like3. Dislike4. Like

5. Like

Reservations:

1. March 20th

2. A non-smoking room3. It's too expensive.4. 88 dollars5. Maexner

Restaurant:

1. Chicken fried steak

2. Rice3. Small sprite4. Ranch5. The baker was hurt at work and cant prepare them.

Shopping:

1. A present for her father2. $40.953. There isn't a place to put pictures.4. $10.005. A tie



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Listening SkillsIntermediate Level Listening

Exercises

Intermediate Level Answer Keys:



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Method:


Play the audio file

Let the students have their work books open and answer the question whilethey are listening to the audio file Do not let the students listen to the audio file before they actually fill in their



Camping:

1. Hiking

2. At night3. Raincoats

4. Next to picnic table5. Sleep at the campground

Car Rental:

1. It was roomy enough for him.2. The vehicle would probably consume a lot of gas.3. The car doesnt look very attractive.4. The car is stolen from a store parking lot with all of your valuables.5. Getting assistance might require some time and patience.

Christmas:

1. A toy train2. Dolls3. Apples, oranges, and cookies4. 7:00 p.m.5. Down the chimney

Credit Card:

1. A digital camera2. She hopes to establish a good credit rating.

3. The interest rates on student cards are very high.4. She hopes that someone will give her the money.5. Teach her how to prepare a financial management plan

Doctors Appointment:

1. Ronald2. He saw the office on his way home from work.3. Thursday



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4. He injured his ankle when he fell from a ladder.5. The man needs to come into the office right away.

Emergency Call:

1. A taxi driver

2. She is having a baby.3. On the freeway4. Bob5. Keep the woman calm and warm.

English Language:

1. To provide work opportunities for graduating students in the community2. Business English3. June 29th4. $20305. High school transcripts

Great Apartment:

1. It includes a washer and dryer.2. Gas and electricity3. You cause damage beyond normal use of the apartment.4. The woman can catch a bus to school in front of her apartment.5. A rat

Havent we met?

1. At school2. Sharon

3. Education4. Marketing5. No

Japanese Bath:

1. Take off your shoes2. The attendant could see him undressing.3. Nothing4. Socialize with their neighbors.5. Drink something, like tea

Meeting Singles:

1. at a party2. He asked a friend for directions.3. To a theater4. She has to work that day, so she cant go.5. She feels that it would be uninteresting outing.

Radio Advertising:



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1. Carpet cleaning2. The carpet3. $29.954. Spot cleaner5. 637-5001

Snacks & Candy:

1. He accidentally purchased the wrong item.2. The vending machine is not part of his business.3. Move the machine to get the candy to drop4. He fears someone might call the police.5. He was able to buy some candy without a problem.

Traffic Ticket:

1. He exceeded the speed limit.2. The driver didn't come to a complete stop.

3. The license is no longer valid.4. The driver hints that the officer could let him off.5. The driver gets a ticket.

Weekly Activities:

1. Finish homework assignments2. She needs to write a paper.3. An hour and a half4. Clean the garage5. 5:00 p.m.



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Listening SkillsAdvanced Level Listening Exercises



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Advanced Level Answer Keys:

Method:


Play the audio file Let the students have their work books open and answer the question while

they are listening to the audio file Do not let the students listen to the audio file before they actually fill in their



Banking:

1. 22. 43. 24. 15. 3

Cancer:

1. Shock2. He researched cancer treatments.3. His belief in God

4. A hospice

5. Our characters can be strengthened by such adversity.

Car Repair:

1. A bad accelerator2. The mechanic is not available to assess the problem.3. $1254. He must pay higher fees because he isn't a resident of that area.5. Friday

Cell Phone:

1. She can call family in case of an emergency.2. 1000 free weekday minutes3. 6 months4. Their current car is in bad shape, and it doesn't look good.5. Money back for buying the phone

Commercial:

1. Frontier Furniture2. Microwaves



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3. A color TV

4. Opposite Union Station5. 10:00 AM to 9:30 PM

Complaints:

1. Turn down the volume to his stereo2. He is afraid of what the man might say or do.3. There is an awful smell coming from the farm next door.4. He cannot do anything because the people are within their rights as

landowners.5. The armed forces are carrying out artillery training exercises nearby.

Dental Care:

1. He came in for a dental check up.2. The man has a decayed back tooth.3. When he drinks something cold4. Doing a root canal

5. Nitrous oxide

Discussion:

1. Play basketball with friends from work2. She is concerned about her husbands health.3. He should see a doctor.4. He should eat less fatty foods.5. It helps strengthen the heart.

Driving Test:

1. At home2. In a commercial area3. Mr. Smith is following too closely.4. A person5. He ought to take the test with another driving officer.

Home for rent:

1. He is working fewer hours these days.2. It is soiled in several places.

3. He pushed a box against the door to keep in shut.4. The tile needs replacing.5. He decides to look for another place.

Mishaps:

1. The airport2. He was watching a game on TV with some pals.3. Bumped into it with his arm.4. It burned up in a fire.5. Anger



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Money Matters:

1. His sister2. Hes in debt and is trying to borrow money.

3. A small place with a nice view of the city4. He doesnt know how to cook very well.

5. He ought to get rid of his car to save money.

Movie:

1. Absurd2. The doctor3. The acting4. Science fiction5. At the speakers` home

School:

1. Pencils2. He feels his daughter really doesn't need them.3. Geometry4. She volunteers to use some of her own money.5. He concludes that she will provide for him when he is older.

Street Market:

1. He has no need for a ring.2. The handle is damaged.3. It is stained.4. $255. Only records



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Listening SkillsExtra Practice Listening Exercises



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Extra Practice Answer Keys:

Method:

The audio files here are songs; the student will have the lyrics of the song in theirwork books with certain words missing. The students need to listen to these audio file

and fill in the blank spaces with the words they hear.

Play the song only once Have the students fill in the blank spaces while they listen Correct the work books Play the song again

Aint no sunshine:

Ain't no sunshine when she's gone?It's not warm when she's away.Ain't no sunshine when she's goneAnd she's always gone too long

Anytime she goes away.

Wonder this time where she's gone,Wonder if she's gone to stayAin't no sunshine when she's goneAnd this house just ain't no homeAnytime she goes away.

And I know, I know, I know, I know, I know,I know, I know, I know, I know, I know, I know,I know, I know, I know, I know, I know, I know,I know, I know, I know, I know, I know, I know,

I know, I know, I know

Hey, I ought to leave the young thing alone,But ain't no sunshine when she's gone,Aint no sunshine when she's gone,Only darkness everyday.

Ain't no sunshine when she's gone,And this house just ain't no homeAnytime she goes away.Anytime she goes away.Anytime she goes away.Anytime she goes away.

Anytime she goes away.

Anyone else:

Baby, I bought wine and roses on my way homeYeah, I know we can't afford it but life doesn't last too longThis world has gone half crazyAnd knocked us both to our kneesI'm fumbling for the words to try and tell ya I love you for hanging' on to me



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When anyone else would've been long gonePacked it up and headed back homeAnd not a soul would blame you after what I put you through

Yeah, anyone else would've gone insaneCalled the game on account of rain

Anyone else, anyone else, anyone else but you

Maybe baby, all the rivets popped loose, it's a total tailspinToo much grindstone, too little time with youGirl, you know it's wearing thinBaby, let's trade in these teardrops for warm kisses on skinYou got a drawer full IOUs and its high time you called those things in

When anyone else would've been long gonePacked it up and headed back homeAnd not a soul would blame you after what I put you through

Yeah, anyone else would've gone insane

Called the game on account of rainAnyone else, anyone else, anyone else but you

You've passed up so many chances to walk right out the doorInstead of dodging a champagne cork and watching' the wet clothes fall to the floorWhen anyone else would've been long gonePacked it up and headed back homeAnd you can hide behind a Cheshire cat grinBut you know it's true, yeah anyone else would've gone insaneCalled the game on account of rain

Anyone else, anyone else, anyone but you

Girl, anyone but you

I hope you dance:

I hope you never lose your sense of wonder,You get your fill to eat but always keep that hunger,May you never take one single breath for granted,God forbid love ever leaves you empty handed,I hope you still feel small when you stand beside the ocean,Whenever one door closes I hope one more opens,Promise me that youll give faith a fighting chance,And when you get the choice to sit it out or dance.

I hope you dance....i hope you dance.

I hope you never fear those mountains in the distance,Never settle for the path of least resistanceLivin might mean takin chances but theyre worth takin,Lovin might be a mistake but its worth makin,Dont let some hell bent heart leave you bitter,When you come close to sellin out reconsider,Give the heavens above more than just a passing glance,



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And when you get the choice to sit it out or dance.

I hope you dance....i hope you dance.I hope you dance....i hope you dance.(time is a wheel in constant motion always rolling us along,Tell me who wants to look back on their years and wonder where those years have

gone.)

I hope you still feel small when you stand beside the ocean,Whenever one door closes I hope one more opens,Promise me that youll give faith a fighting chance,And when you get the choice to sit it out or dance.

Dance....I hope you dance.I hope you dance....I hope you dance.I hope you dance....I hope you dance..(time is a wheel in constant motion always rolling us alongTell me who wants to look back on their years and wonder where those years havegone

Lean On Me:

Sometimes in our lives, we all have pain, we all have sorrow.But if we are wise, we know that there's always tomorrow.Lean on me, when you're not strong and I'll be your friend.I'll help you carry on, for it won't be long 'til I'm gonna need somebody to lean on.

Please swallow your pride, if have things you need to borrow.For no one can fill those needs that you won't let show.You just call on me brother when you need a hand.We all need somebody to lean on.

I just might have a problem that you'll understand.We all need somebody to lean on.

Lean on me when youre not strong, and I'll be your friend.I'll help you carry on, for it won't be long 'til I'm gonna' need somebody to lean on.

You just call on me brother if you need a friend.We all need somebody to lean on.

I just might have a problem that you'll understand.We all need somebody to lean on.

If there is a load you have to bear that you can't carry.

I'm right up the road; I'll share your load if you just call me.Call me (if you need a friend)Call me

Concept Consolidation:

Like all other modules in this series it is essential to consolidate learning after itscompletion. To consolidate learning for this unit use the audio file name Everybodysfree to wear sunscreen



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Play the file just once Let the students fill in their answers while listening to the file for the first time Correct the student work books

Answer Key:

Everybody's Free (To Wear Sunscreen)

Ladies and Gentlemen of the class of 97, if I could offer you only one tip for thefuture, sunscreen would be it. The long-term benefits of sunscreen have been provedby scientists whereas the rest of my advice has no basis more reliable than my ownmeandering experience. I will dispense this advice now:

Enjoy the power and beauty of your youth; oh never mind; you will not understandthe power and beauty of your youth until they have faded.But trust me, in 20 years youll look back at photos of yourself and recall in a way youcant grasp now how much possibility lay before you and how fabulous you reallylooked. Youre NOT as fat as you imagine.

Dont worry about the future; or worry, but know that worrying is as effective astrying to solve an algebra equation by chewing bubblegum. The real troubles in yourlife are apt to be things that never crossed your worried mind; the kind that blindsideyou at 4pm on some idle Tuesday.

Do one thing everyday that scares you

Sing: Dont be reckless with other peoples hearts, dont put up with people who arereckless with yours.

Floss: Dont waste your time on jealousy; sometimes youre ahead, sometimes youre

behindthe race is long, and in the end, its only with yourself.

Remember the compliments you receive, forget the insults; if you succeed in doingthis, tell me how. Keep your old love letters; throw away your old bank statements.

Stretch: Dont feel guilty if you dont know what you want to do with your lifethemost interesting people I know didnt know at 22 what they wanted to do with theirlives, some of the most interesting 40 year olds I know still dont.

Get plenty of calcium.

Be kind to your knees, youll miss them when theyre gone. Maybe youll marry,maybe you wont, maybe youll have children, maybe you wont, maybe youll divorce

at 40, maybe youll dance the funky chicken on your 75th wedding anniversarywhatever you do, dont congratulate yourself too much or berate yourself either yourchoices are half chance, so are everybody elses.

Enjoy your body, use it every way you candont be afraid of it, or what other peoplethink of it, its the greatest instrument youll ever own..

Danceeven if you have nowhere to do it but in your own living room.



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Read the directions, even if you dont follow them.

Do NOT read beauty magazines, they will only make you feel ugly.

Get to know your parents; you never know when theyll be gone for good.

Be nice to your siblings; they are the best link to your past and the people most likelyto stick with you in the future.

Understand that friends come and go, but for the precious few you should hold on.Work hard to bridge the gaps in geography and lifestyle because the older you get,the more you need the people you knew when you were young.

Live in New York City once, but leave before it makes you hard; live in NorthernCalifornia once, but leave before it makes you soft.

Travel.

Accept certain inalienable truths, prices will rise, politicians will philander, you too will

get old, and when you do youll fantasize that when you were young prices werereasonable, politicians were noble and children respected their elders.

Respect your elders.

Dont expect anyone else to support you. Maybe you have a trust fund, maybe youhave a wealthy spouse; but you never know when either one might run out.

Dont mess too much with your hair, or by the time you're 40, it will look 85.

Be careful whose advice you buy, but, be patient with those who supply it. Advice is aform of nostalgia, dispensing it is a way of fishing the past from the disposal, wiping it

off, painting over the ugly parts and recycling it for more than its worth.

But trust me on the sunscreen

listening skills - phase one fg

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