Suggested Grade Level
Approximate Time Needed
Refer to the Be an Active Listener handout during this activity.
This lesson should follow 10 Rules for Good Customer Service.
Tell students you want them to practice active listening (Rule #4 of the 10 Rules for Good Customer Service). Give them the following background:
Active listening is a structured form of listening and responding that focuses the attention on the speaker. It is not simply understanding what the other person is saying, but letting the person know you heard what he or she said by asking questions, showing genuine interest, being empathic and being fully engaged.
Active listening has several benefits
It forces people to listen attentively to others.
It lessens the chance of misunderstandings.
It encourages the speaker to open up and talk freely.
Present the information on the handout, Be an Active Listener. If you have time, you can divide the class into three groups, with each group taking one section of the handout to read and explain to the class.
This activity introduces students to the characteristics of good customer service and explore how they use empathy and good listening skills in their interactions.
This activity gives students an opportunity to reflect on their internship experiences and the key takeaways from related lessons, such as what skills, techniques, and concepts can be applied to college and future work.