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Case Study: Active listening is the ability to focus completely on a speaker, understand his/her message, comprehend the information, and respond thoughtfully. Unlike passive listening, which is the act of hearing a speaker without retaining his/her message, active listening ensures that listeners can engage and later recall specific details without needing information repeated. Active listeners use verbal and non-verbal techniques to show and keep their attention on the speaker. Now you are asked to design a training workshop on active listening to the administrative staff at the School of HRM at York University.
Question 1. If you are to use a role-play for training these administrative staff on active listening, discuss step by step how you design and conduct the role play.
Question 2.What factors should one consider when deciding on the training site for this training workshop?
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