The Importance of Listening
How Will This Session Help Me Get Ready For Work?
In the workplace it is important to listen to the people around us. This applies to those in authority (my line manager or boss); anyone working below me. It also applies to any clients or customers I have. I cannot give them good service if I am not listening to their needs. This is also an important skill for meetings.
Questions to get Started
Can you think of a time when you didn’t feel listened to? Describe what happened and how you felt?
How do you show that you are interested in what someone is telling you?
What things would show you that someone is not interested in what you are saying?
Focused Virtues
The Focused Virtue for this session is Wisdom.
Wisdom helps us to know when to speak and when to listen and also to frame what I say so that it helps others rather than causing conflict.
Ask Yourself: "Could I grow in wisdom to value every voice?"
Listen with focus, speak with your heart.
Skills Development:
When you are hunting for your first job or just starting out in the workplace, learning how to listen is like unlocking a secret superpower. Every time a manager, colleague, or customer talks to you, they have a different reason for doing so.
In the workplace, communication usually falls into a few main categories:
To instruct: Giving you step-by-step directions on how to do a task.
To inform: Simply sharing updates, news, or data you need to know.
To persuade: Trying to convince you to see things their way or do them a favour.
To inspire or support: Offering a bit of encouragement when things are tough.
Working out which one is happening is where a bit of wisdom comes in—it helps you see the real purpose behind the words so you can handle the situation properly. If you mistake the goal of a conversation, things can become challenging. For instance, if your manager is giving you direct instructions on how to lock up the shop, but you think they are just sharing a funny story, you won't be ready to follow the steps correctly. Or, if a colleague is trying to give you a helpful bit of encouragement, but you mistake it for a strict telling-off, you might get defensive instead of feeling supported.
You also need to keep your wits about you when people are trying to persuade you. If a team member is trying to convince you to cover their weekend shift, think about why they are asking and what they are really after. You always want to be helpful, but you also need to look out for what is genuinely best for your own well-being.
Your first job will feel a lot easier and less stressful when you get into the habit of asking yourself: "What is the main goal of this conversation?"
Interview Practise: Case Studies and Questions
Do I know what techniques I can use to block out distractions and stay fully focused on a speaker, even if it's just for a short time??
Do I know how to ask a polite, useful question if I am lost or struggling with something??
Do I have ideas of how to look past just the words someone is saying to work out the goal or motivation behind why they are communicating with me??
Guidance and Resources for Facilitators
1. Content & Background Knowledge
The Reality for Adult Learners & EAL Women:
For entry-level working adult women, especially those returning to work or with English as an Additional Language (EAL), listening in a fast-paced environment can feel overwhelming. Language anxiety often leads learners to focus so intently on preparing their own response in their head that they miss what the speaker is actually communicating.The Strategic Shift (From Hearing Words to Decoding Intent):
Workplace listening goes beyond translating words—it requires identifying the purpose behind the conversation. Communication generally falls into four distinct categories:To Instruct: Step-by-step directions requiring action and accuracy.
To Inform: Sharing data, updates, or background details.
To Persuade: Convincing someone to adopt a view or grant a request (e.g., covering a shift).
To Inspire/Support: Offering encouragement, reassurance, or empathy during challenges.
The Cost of Misinterpreting Intent:
Misjudging conversation goals leads to workplace friction:Confusing Instruction with informal chatter leads to missed steps or safety errors (e.g., misunderstanding closing procedures).
Confusing Support/Feedback with a reprimand leads to unnecessary defensiveness and damaged working relationships.
Confusing Persuasion with a strict order leads workers to agree to unreasonable requests (like taking on extra shifts) at the expense of their personal well-being.
Virtue Focus — Wisdom:
Wisdom enables individuals to evaluate when to speak, when to listen, and how to frame responses constructively to avoid conflict and value every voice across all levels—supervisors, peers, and customers.
2. Key Misconceptions to Address
"Listening is passive—you just stand there and stay quiet."
Reframe: Active listening is an active, strategic workplace skill. It involves observing body language, identifying the speaker's core goal, checking for understanding, and taking appropriate action."If my English isn't perfect, I shouldn't interrupt to ask for clarification."
Reframe: Checking instructions before taking action shows professional responsibility and wisdom. Managers prefer an employee who asks for clarification over one who nods silently and completes a task incorrectly.
3. Activities
Activity 1: The Emotional Impact of Being Listened To (20 Mins)
Objective: Connect personal emotional experiences to active listening behaviors in order to build empathy and self-awareness.
Learners work in pairs.
Task:
Partner A shares a 2-minute personal story about a time they felt truly listened to at work, home, or in the community. Partner B listens with focused body language (nodding, eye contact, open posture).
Swap roles: Partner B shares a 2-minute story about a time they felt ignored or dismissed. Partner A deliberately displays lack of interest (looking at a phone, looking away, interrupting).
Group Reflection: Write two columns on a whiteboard: Felt Listened To vs. Felt Ignored. Record the emotional and behavioural effects reported by the group (e.g., "valued, confident, motivated" vs. "frustrated, hurt, stayed silent").
Activity 2: "What's the Goal?" Conversation Cards (25 Mins)
Objective: Practice identifying the four conversation types (Instruct, Inform, Persuade, Inspire/Support) and choosing the correct response.
Setup: Create scenario cards based on everyday workplace interactions:
Card A: A manager walks you through the exact steps to lock up the shop at night (Instruct).
Card B: A colleague tells you the staff kitchen will be closed for cleaning on Tuesday (Inform).
Card C: A team member asks you to cover their weekend shift because they want to attend a party (Persuade).
Card D: A supervisor notices you look stressed with a large delivery and says, "You're doing a great job getting through this box by box" (Inspire/Support).
Task: In small groups, learners read each card and answer three questions:
What is the speaker's main goal? (Instruct, Inform, Persuade, or Support)
What happens if you mistake this goal? (e.g., getting defensive during support, or agreeing to a shift swap that harms your well-being)
What is the most wise, professional response?