chapter  11
Listening
ByMike Robson, Ciarán Beary
Pages 9

Forming the basis of the facilitator role is effective listening, and even more important, hearing. This is easy to say but remains one of the most elusive of skills. This is a skill that facilitators must master since their job is to be able to help their customers to progress and develop from where they themselves perceive that they are currently rather than from where the facilitator thinks is the starting point. Facilitators must develop the ability to identify when a collective monologue is happening amongst people they are dealing with and be able to confront the situation in positive way and one that does not alienate them. The problem of selective perception is an issue that affects people's ability to listen and hear. Again something that is very common, selective perception has no place in the facilitator role because it is indicative of a closed mind and of not being prepared to start from where the other person is.