AllianceRx Walgreens Pharmacy 2022 Active Listening Training Guide

Active Listening PA RT ICIPA N T WORK BOOK LEADING @ARxWP August 2022

Pre-Work: Self-Assessment Instructions: Listening, asking the right questions, and adopting a receptive mindset are essential for effective interpersonal communication. Think about how you communicate with others, then review and rate the statements below on how often you display each behavior.

When you’re done, consider the areas where you might improve, based on your ratings.

Asking questions

Listening to understand and connect

Demonstrating

Statement

Selection

My body language is relaxed and open when I'm talking to others

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I'm aware of my physical and emotional state when communicating

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I expect to learn something from communicating with others

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I make good eye contact when talking to others

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I maintain a friendly facial expression when speaking with others

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I stay present and don't let distractions bother me during conversations

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I pay attention to the other person's verbal and nonverbal behavior when communicating

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I nod to show my understanding of what others are saying when communicating

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I remain open to other people's suggestions during meetings and don't dismiss ideas out of hand

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I avoid hurrying others to make their points quickly during conversation

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I use phrases such as "That's interesting" that let the other person know I want to learn more about their perspective

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I let the other person know I'm listening by restating what I'm hearing

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I let the other person finish what they have to say before offering my own opinion

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I avoid asking leading questions to get the other person to agree with my point of view

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I ask closed-ended questions to get specific information during a discussion

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I ask open-ended discovery questions to get the other person to elaborate on their point during a conversation

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I ask open-ended clarifying questions to check that I understand what others are saying

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Active Listening Listening with the intent to UNDERSTAND instead of the intent to REPLY It promotes trust, shows respect, and is often the fastest way to solve problems

Commitment

Skill

Your commitment to listen is more important than the skill

1 Pay attention, listen closely, and encourage others to speak 2 Reflect back 3 Respond appropriately

Role Play!

Alternate between being the Speaker and the Listener. Choose which person will be Person #1 and who will be Person #2 for the first scenario and then switch roles for the 2nd scenario. When you are playing the role of speaker, start the conversation (and the emotion provided) to the other person. The Listener will be practicing the commitment and skill of active listening by reflecting the words and emotions back to the speaker.

“I’m role playing”

“I’m listening”

Listener

Speaker

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Scenario 1: New Project Listener A peer has just been picked to be a part of a new software project. You were hoping that you would have been selected as you have a lot of interest and great ideas on how it should move forward. In fact, the project leader even reached out months ago to see about your availability and interest. You knew the project was going to start soon, but you didn’t realize that you weren’t going to be a part of the team until just now.

Remember to: 1. Pay attention, listen closely, and encourage others to speak — show that you are committed to listening to what they have to say.

2. Reflect back what you have heard — don’t try to solve their problems.

Notes

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Scenario 1: New Project Speaker You have just been tapped to help implement an exciting new software system at work. The new software will take several months to implement, but it will save the company a lot of time and money for years to come if it is done right. You are really looking forward to getting started and working with some different departments. You were informed by your leader that you are still responsible for your normal work and meeting deliverables on top of the new project. You were already starting to feel some stress about meeting the deadlines for your original goals, but now you have even more on your plate. You decide to go talk to a peer to vent.

Emotions to convey: Excitement for the new project, anxiety for the amount of work for which you are responsible.

As you speak:

• Remember — this is practice for the listener, so make sure they understand both what you are saying and feeling. Add some extra details to the story above to make it your own.

• Give the listener an opportunity to reflect back to you. If you don’t feel like they understand you, repeat yourself.

• If the listener tries to solve your problem, get upset that you can “solve it yourself”.

After the practice: Give the “listener” feedback on how well you felt they listened.

Notes

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Scenario 2: Not Cut Out for Virtual Work Listener One of your direct reports started working from home three months ago. They were excited about the opportunity when it started, but they have come to you with some concerns. You have also been working from your home and have some great ideas on how to make it easier — like developing a strong routine, turning off notifications when you aren’t working, etc. This person is a great performer that you don’t want to lose.

Remember to: 1. Pay attention, listen closely, and encourage others to speak — show that you are committed to listening to what they have to say.

2. Reflect back what you have heard — don’t try to solve their problems.

Notes

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Scenario 2: Not Cut Out for Virtual Work Speaker About three months ago, you started working from your home office. You thought it would be easier, but working from home is much harder than you anticipated. You recognize there are some obvious benefits — like having no commute, but there are some big drawbacks.

You always feel like you are at the office instead of being at home. It’s hard for you to walk by your computer and not look at the email that was sent, or a message in Teams. You miss the interactions that you used to have at the office and getting to see friends you made — or making new ones. You decide to talk to your boss about it.

Emotions to convey: Sad that you can’t see your co-workers, frustrated that you always feel like you are working.

As you speak:

• Remember — this is practice for the listener, so make sure they understand both what you are saying and feeling. Add some extra details to the story above to make it your own.

• Give the listener an opportunity to reflect back to you. If you don’t feel like they understand you, repeat yourself.

• If the listener tries to solve your problem, become quiet and say “Sorry, I shouldn’t have brought it up, it’s not a big deal”.

After the practice: Give the “listener” feedback on how well you felt they listened.

Notes

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Active Listening / Response Practice Write down a situation in which someone you were talking with could have been a better listener.

Situation:

Take turns discussing your situation above with a partner. The Speaker will talk about whatever they want, and the Listener will practice the active listening techniques and skills.

Both the Speaker and Observer (if available) will provide feedback to the Listener on how well they demonstrated the Active Listening skills.

“I’m talking about a problem”

Speaker “I’m listening”

“I’m watching”

Listener

Observer

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Next Steps 1. Set up a time to meet with your accountability partner. (Suggestion: Two meetings at least one week after the training session.) Accountability Partner(s):

2.

3.

Our Purpose To provide hope and care for better tomorrows

Our Vision To be the pharmacy of choice to care for complex, chronic conditions and home delivery

Our Values Care

Accountability

Respect

Trust

We are compassionate, empathetic and understanding

We provide solutions, action and input that focus on quality input and outcome

We value and seek to understand our peers and their perspectives to win together

We are reliable, consistent, engaged and candid

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ARxWP Leadership Competencies Competency Name

Competency Description

Influences and leads others

Motivates and encourages team members to exceed expectations and create results; creates followership and follows when appropriate.

Leads and manages change

Willing to challenge the status quo and lead with a continuous improvement mindset; effectively uses change management process and awareness around high-impact decision making.

Ongoing development and self-awareness

Self-reflective and actively enlists feedback; seeks intentional growth and learning.

Advocate for patients, customers and team members

Leads with empathy; seeks to create solutions that are innovative for patients, customers and team members.

Business acumen

Assesses the business from a financial, talent and regulatory astuteness that drives business objectives and keeps the organization at the forefront of the industry.

High ethical standards

Operates in a manner that is consistent with our values and built on a foundation of trust and transparency.

Results orientation

Focuses on results that exceed expectations.

Collaboration

Develops relationships within teams as well as across the enterprise; uses communication as the foundation for successful partnering.

Identifies and develops talent

Investing time and resources in attracting, developing and retaining diverse and talented team members; fosters an environment of learning focused on team member potential.

Strategic mindset

Leverages industry insights to develop initiatives that create a competitive advantage; “big picture” thinker with laser focus in key areas.

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Notes

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