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Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.

Behavior Statements

Proficiency Level 1 - Basic understanding

Explains the value in using good listening skills.

Describes listening techniques such as paying attention and confirming understanding.

Identifies own listening habits.

Accesses organizational resources for building listening skills.

Proficiency Level 2 - Working experience

Acknowledges that a message has been received.

Avoids distracting activities such as telephone calls or interrupting speakers.

Concentrates on the message and gives the speaker full attention.

Asks questions to validate the understanding of the subject matter.

Demonstrates sensitivity to speakers by positive language, verbal and non-verbal.

Proficiency Level 3 - Extensive experience

Responds to non-verbal communication such as body language or voice inflection.

Seeks clarification and common understanding by giving and receiving feedback, asking questions.

Modulates own emotional responses and reactions.

Employs multiple ways of acknowledging that a message has been received.

Encourages and accepts other points of view.

Emphasizes importance of listening skills as the foundation of good consulting.

Proficiency Level 4 - Subject matter depth and breadth

Personally demonstrates a high level of listening skills whenever appropriate.

Serves as a role model as a listener.

Coaches others in active listening skills such as non-verbal cues, mirroring, and paraphrasing.

Demonstrates accuracy in interpreting non-verbal language.

Works to create a climate that fosters listening as a fundamental and important skill.

Monitors marketplace for new approaches or programs regarding listening skills.

Interview Questions

  • How would you describe a good listener vs. a bad listener?
  • How would you react to a speaker you were in disagreement with on a specific subject.
  • Tell me about a time you weren't clear on a speaker's oral instructions and how you resolved this.

Titles with Shared Competencies