Active Listening

Active listening involves listening with all senses, paying attention to the speaker and listening to understand. Participants with strong active listening skills ask questions to clarify information and paraphrase the message to demonstrate understanding.


Bias is a disproportionate weight in favor of or against an idea, person or thing, usually in a way that is closed-minded, prejudicial or unfair.

Communication and Cognitive Bias

Assessment Bias

Business Measures

Business measures or metrics are quantifiable measures that businesses use to track, monitor and assess an organization’s long and short term progress.


Communication Teaching and Learning Materials

Communication teaching and learning materials are designed to help develop participants’ ability to receive, understand, consider, and share information and ideas through speaking, listening, and interacting with others.

The following links include practical, printable, ready-made resources to use in the delivery of Skills for Success training.


Feedback is information given to the participant about their performance relating to learning goals or outcomes. It should aim to improve the participant’s learning.

Inclusive Language

Inclusive language is the words and phrases that avoid biases, slang, and expressions that discriminate against any particular group of people. Incorporating inclusive language in the classroom can create a sense of empowerment, identity and pride.


Non-verbal communication is the transfer of information through body language, facial expressions and gestures. The ability to understand and use nonverbal communication can help you connect with others, express what you really mean, navigate challenging situations, and build better relationships.

Plain Language

Plain language is the communication the audience can understand the first time they hear or read it.   Plain language makes information easier to find, read and understand which allows for fewer mistakes and fewer explanations.

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