Building Resiliency & Fundamentals of Active Listening

Providing support can be intense and emotionally taxing for helpers.  Cultivating self-care practices helps build personal resiliency.  Learn about multiple dimensions of resiliency and practical techniques for fostering self-care in each domain.

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Course curriculum

1

Building Resiliency
- Welcome to Building Resiliency
- Definitions
- Growing & Practicing Resilience
- Stress, Trauma & Burnout
- Why does resiliency matter?
- Self Awareness
- Lucy Hone - 3 Secrets of Resilient People
- Components of Resiliency
- Physical Resilience
- Mental / Cognitive Resilience
- Emotional Resilience
- Wrap Up
- Helpline Specialist Self-Care: Building Resiliency Session Evaluation
2

Empathy, Active Listening, and Communication Skills
- Welcome - Building empathy to be a better listener
- Barriers and Catalysts to Listening
- Holding Space
- The Bowl Metaphor
- "With, not For"
- Being in the Moment
- Self-Disclosure
- Emotional Detective Work
- 6 Tips for Better Listening
- Intro to the Active Listening Toolbox
- Voice Tone & Using Silence
- De-escalation
- Leaning in to Big Emotions
- Using Big Emotions Words
- Crying & Yelling
- Expectations for Helping
- Letting go of the Outcome
- Take-Home Practice
- 5 Ways to Listen Better
- Discussion of 5 Ways to Listen Better
- Susan David - The Gift and Power of Emotional Courage
- Empathy, Active Listening, and Communication Session Evaluation