Analyse Listening Techniques, and Listen and Respond to

Information Received

Credits: 5
Level: 2

Purpose: People credited with this unit standard are able to analyse listening
techniques, and listen and respond to information received.

This unit standard is for people who are using listening in an interpersonal
communication context.

Special notes
1. Legislation that applies to this unit standard includes the Privacy Act 1993
and its subsequent amendments.
2. This unit standard applies to listening in an interactive situation in an
interpersonal communication context: the situation must involve listening
to and interacting with a live speaker.

Elements and Performance Criteria

Element 1

Analyse listening techniques.

Range: listening techniques may include but are not limited to - attending,
paraphrasing, summarising, questioning, reflective listening, responding to
non-verbal cues.

Performance criteria
1.1 Personal listening techniques are analysed to determine underlying
assumptions.
1.2 Legal and ethical issues are identified in terms of their relationship to
listening.

Element 2

Listen and respond to information received.

Range: responses could include but are not limited to - paraphrasing,
summarising, questioning, reflecting, non-verbal cues.

Performance criteria
2.1 Listening techniques and theory that fit the situation, the occasion, the
subject matter, and the speaker are selected.
2.2 Speaker’s verbal and non-verbal cues are analysed for consistency.
2.3 Speaker’s emotions are identified in terms of implicit messages.
2.4 Received information is evaluated for credibility, validity, and
consistency.
2.5 Received information is responded to in a manner that fits the context,
the subject matter, and the speaker.
 UNIT STANDARD 11098
ASSESSMENT

This assessment covers:

Unit standard 11098 Analyse listening techniques, and listen and
respond to information received
Credits: 5 Level: 2

There are two parts to this assessment. You are required to complete both
tasks.

PART A:

This part of the assignment requires you to assess listening techniques. You
are required to:

1. Observe case study conversations and write explanations of the listening

techniques applied by each individual in the conversations.

2. Take notes (during your observation) identifying the listening techniques

that were used.

3. After you have observed the conversations, analyse your notes. Identify
the listening techniques that were used and also make a list of those that
could have been used.

4. Write a report of your observations. Within the report address listening

techniques and legal/ethical issues.

Explain if each of the listening techniques listed below:

 was used or not used,
 was significantly used, and
 the effect of using the technique, or likely effect had the technique
been employed.

Techniques to address include:

 attending
 paraphrasing
 summarising
 questioning
 reflective
 listening
 responding to non-verbal cues.
[PC 1.1]

Explain what legal and ethical issues impact the listening to the exchange
information being exchanged in the conversation. Be sure to address the:
 relevance of the Privacy Act,
 appropriateness of sharing that kind of information e.g. confidentiality.
 [PC 1.2]

PART B:

This part of the assignment requires you to listen and respond to information
you receive for each of the Roleplay situations you are allocated and then to
write an analysis of the interactions of each role play.

1. Apply appropriate listening techniques and responses for each of the role
play situations you are to interact in. [Each role play is to last a minimum
of 5 minutes.]

When selecting your listening techniques take account of the:

 situation
 occasion
 subject matter, and
 other participant(s) involved.

Be sure to use listening techniques including:

 paraphrasing
 summarising
 questioning
 reflecting, and
 non-verbal cues.
[PC 2.1]
Respond to the information you receive in a fitting manner for the:
 context
 subject matter
 speaker
[PC 2.5]

2. View the recording of your role play. Analyse and evaluate the verbal and
non-verbal cues that were used and explain in writing:
 how two verbal cues and two non-verbal cues assisted consistency
within the discussion.
[PC 2.2]
 the message(s) implied by the speaker’s emotions.
[PC 2.3]
 the credibility, validity and consistency of the information you received.
[PC 2.4]