Listening: An Ombuds' Super Power

About the Webinar:

Listening is an important skill for our profession – it truly is one of our “Super Powers”. However, we don’t always do it well. We often listen with unintentional and unconscious bias, with ulterior motives, and without clear intention and focus.  In this session, we will develop a definition for what it means to listen well to our visitors, and explore our barriers to listening well. The presenter will use demonstration and practice tools with those in attendance to hone our listening skills.

As a result of this webinar, participants will be able to:

• Use the strategy of reflective listening to help visitors to feel heard and understood
• Uncover barriers to listening and how they can create unintended consequences
• Discover the benefits to the visitor and the ombuds when active listening occurs