Activity: Practice Active Listening

You can get better at active listening by practicing it. One of the best ways to do this is through role-play activities. You can role-play conversations with a partner. You can take turns as to who is the Digital Ambassador and who has come for help.

You can also observe others as they role-play conversations. This is sometimes called a fishbowl activity because people are seated on the outside of the conversation observing the two people having it. It's like looking into a fishbowl.

If you're up to it, you can even record role-play conversations on video and review them afterwards. Anytime you record someone, make sure they're comfortable with it. Always receive permission before you record someone or take their picture.

Try different role-play situations to practice components of active listening. Brainstorm different types of people with different backgrounds and ages. What might they ask from a Digital Ambassador? Consider making an observation checklist and indicate any time someone in a role-play demonstrates strategies, such as:

• Maintaining eye contact;
• Pausing before responding;
• NOT interrupting; and
• Using verbal or non-verbal cues to connect with their partner.