Introduction & Setup

Instructions

• Share the goal: reduce frustration and misunderstanding by practicing active listening (listening to understand, not to reply).
• Explain the format: you will role play the same scenario twice, first as it naturally happens, then using active listening tools.
• Point out that the scenarios are provided as a printable download. Ask the team to open or print them before you begin.
• Agree a safety principle: focus on behaviours and impact, not blame or personal attacks.
• Set one clear rule for Round 2: before disagreeing, you must paraphrase what the other person meant and get a clear “yes, that’s right”.