Communication Skills Kit.

Listening

Operator: ___________________________ Date: ________________

Almost never
All of the time
Usually
Rarely
Do you limit your own talking and refrain from interrupting before the person 4 3 2 1
is finished? You can’t talk and listen at the same time.
Do you ask open-ended questions? If you don’t understand something or 4 3 2 1
feel you have missed a point, clear it up then, before it embarrasses you
later.
Do you refrain from mental arguing or forming opinions before others have 4 3 2 1
finished explaining themselves?
Do you take notes about important points? It is a good idea to have a pencil 4 3 2 1
in your hand before you answer the phone or begin talking with someone in
your office.
Do you try to think like those talking to you? Empathy can save the day. 4 3 2 1
Do you make occasional listening sounds such as “Yes” and “I see” or 4 3 2 1
paraphrase and repeat some of what is being said to verify to yourself and
others that you are on track?
Do you concentrate and try to block out distracting thoughts, noises or 4 3 2 1
interruptions? (This may mean calling the person back or asking that calls
be held while you deal with a difficult situation).
Do you let people finish what they are trying to say before you speak and 4 3 2 1
not finish their sentences for them?
Do you repeat back what the speaker has said to show that you are 4 3 2 1
listening and to check your understanding?
Do you give the person eye contact and use positive body language to 4 3 2 1
show you are listening?

Score
35 – Very Good Listener.
40
30 – Good listener - Look for ways to improve your listening
34 skills.
25 – Hopefully completing the questionnaire has helped you
29 focus on areas where you need to improve.
0 – 25 OOPS – Perhaps you should think about the benefits of
improving.

Training Day Sheets Page 1 Lee O’Neill