Listen actively (50 10 00 05 20)

ESCO description

In other languages

Development notes

Status: In progress / second read / finalised (date)

(The notes below will be removed at the end of the project)

Sectoral layer

Sectoral detail

Skills

• Giving attention to what other people say
• Keeping conversation etiquette
• Deriving key points of the conversation

Knowledge

• Knowledge about conversation strategies

Autonomy / Attitude

• Sense of methodology
• Concentration

Assessment

Self assessment

1. I don't know how to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
2. I am uncertain how to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
3. I know how to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
4. I am more than able to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

Mentor assessment

1. ... doesn't know how to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
2. ... is uncertain how to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
3. ... knows how to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
4. ... is more than able to give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

Acceptable assessment methods

[remove methods not used]

• Observation in a Simulated Environment
• Observation on Site
• Role Play

Training

On-site training or in simulated environment in the group or with external people.

References

• [put references to other competence systems here]