Listen actively

Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

maintain active listening
apply active listening techniques
use active listening techniques
active listening
listen with attentive participation

skill/competence

cross-sector

Listen actively is an essential skill of the following occupations:

Physiotherapist: Physiotherapists are autonomous health professionals who are responsible for developing, maintaining or restoring motor function and movement throughout the lifespan using evidence-based practice. They relieve pain and treat or prevent physical conditions associated with injury, disease or other impairments. Physiotherapists empower patients and their carers to manage the condition outside clinical settings. They work within their scope of practice and their professional Code of Conduct. 
Legal guardian: Legal guardians legally assist and support minor children, mentally disabled persons or incapacitated older adults in their personal life. They can manage their property, help with daily financial administration and assist with the ward’s medical or social needs.
Recruitment consultant: Recruitment consultants provide the suitable candidates to employers according to the specific job profile requested. They perform testing and interviewing with job seekers, shortlist few candidates to present to the employers and match candidates to appropriate jobs. Recruitment consultants maintain relationships with employers to offer their services on a more long-term basis.
Paramedic in emergency responses: Paramedics in emergency responses provide emergency care to sick, injured, and vulnerable persons in emergency medical situations, before and during transport to a medical facility. They implement and oversee the transfer of the patient in connection with transport. They provide assistance in acute situations, implement life-saving emergency measures, and monitor the performance of the transportation process. As allowed by national law they may also provide oxygen, certain drugs, the puncture of peripheral veins and infusion of crystalloid solutions and perform endotracheal intubation if needed for the immediate prevention of threats for the life or health of an emergency patient.
Child care social worker: Child care social workers provide social services to children and their families in order to improve their social and psychological functioning. They aim to maximize family’s well-being and protect children from abuse and neglect. They assist adoption arrangements and find foster homes where needed.
Audio describer: Audio describers depict orally what happens on the screen or on stage for the blind and visually impaired so that they can enjoy audio-visual shows, live performances or sports events. They produce audio description scripts for programmes and events and use their voice to record them.
Call centre agent: Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Customer service representative: Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Consultant social worker: Consultant social workers deliver high quality social work services by contributing to the development and improvement of social work and social care practice. They contribute to policy development, deliver trainings and focus on research in the field of social work practices.
Specialist nurse: Specialist nurses promote and restore people’s health, and diagnose and care within a specific branch of the nursing field. Examples of such specialist nursing jobs include but are not restricted to; ambulatory care nurse, advanced practice nurse, cardiac nurse, dental nurse, community health nurse, forensic nurse, gastroenterology nurse, hospice and palliative care nurse, paediatric nurse, public health nurse, rehabilitation nurse, renal nurse and school nurse. Specialist nurses are general care nurses prepared beyond the level of a nurse generalist and authorised to practice as specialists with specific expertise in a branch of the nursing field.
 
Education welfare officer: Education welfare officers address the social and psychological well-being of students. They counsel students concerning their personal issues that affect their school behaviour, performance and social life. These issues may range from attention deficit problems, to social and personal issues such as poverty or domestic and sexual abuse. Education welfare officers also handle the communication between the students, the parents and the school.
Foster care support worker: Foster care support workers assist and support mentally or physically abused children to be legally separated from their parents. They help them to recover by placing them in appropriate families and making sure that the children welfare is a priority.
Educational counsellor: Educational counsellors provide practical and emotional support to students in a educational institution, either in small groups, classrooms, or individually. They function as an accessible school official whom students may contact for a wide variety of issues. Educational counsellors may provide advice on personal problems such as social integration and behavioural issues, and on school-related matters such as composing adequate curriculum schedules, discussing test scores, and informing students on further education options. They may work closely with a school social worker and/or school psychologist and make referrals to other support services if necessary.
Child welfare worker: Child welfare workers provide early intervention and support to children and their families in order to improve their social and psychological functioning. They aim to maximise the family well-being and protect children from abuse and neglect. They advocate for children so that their rights are respected within and outside the family. They may assist single parents or find foster homes for abandoned or abused children.
Acupuncturist: Acupuncturists make use of thin needles and insert them into acupuncture points in the body in order to restore the imbalances of the human body and overall good health. Acupuncturists focus on energy meridians to treat various conditions.
Academic support officer: Academic support officers provide assistance to students with learning problems and act as the main point of contact for these students. They make sure extra tuition and educational programmes are provided to under-represented students with academic or personal issues. They also organise several social activities throughout the academic year.
Biomedical scientist: Biomedical scientists perform all laboratory methods required as part of medical examination, treatment and research activities, particularly clinical-chemical, haematological, immuno-haematological, histological, cytological, microbiological, parasitological, mycological, serological and radiological tests. They perform analytical sample testing and report the results to the medical staff for further diagnosis. Biomedical Scientists may apply these methods in particular in the infection, blood or cellular sciences.
Maternity support worker: Maternity support workers work together in a team with midwives and health professionals within the occupational fields of nursing and midwifery. They assist midwives and women in childbirth by providing the necessary support, care and advice during pregnancy, labour and the postpartum period, assist births and assist in providing care for the new-born.
Medium: Mediums claim to act as communicators between the natural world and the spiritual world.  They convey statements or images which they claim have been provided by spirits and that can have significant personal and often private meanings to their client.
 
Occupational therapist: Occupational therapists assist individuals or groups who have occupational limitations due to diseases, physical disorders, and temporary or permanent mental disabilities, in regaining their ability to perform daily activities. They provide treatment and rehabilitation to enable them to actively participate in society, to live their lives according to their wishes and to perform those activities that are meaningful to them.
Advanced nurse practitioner: Advanced nurse practitioners are in charge of promoting and restoring patients` health, provide diagnosis and care in advanced settings, coordinating care within areas of chronic disease management, providing integrated care, and supervising assigned team members. Advanced nurse practitioners are general care nurses who have acquired an expert knowledge base, complex decision making skills and clinical competencies for expanded clinical practice on advanced level.
Car leasing agent: Car leasing agents represent businesses involved in financing vehicles, offering appropriate leasing schemes and additional services related to the vehicle. They document transactions, insurances and instalments.
Social work practice educator: Social work practice educators teach, supervise and assess social work students prior, during and after they have obtained their degree. They contribute to their placement and have the authority to recommend students on the basis of appropriate evidence.
Social work researcher: Social work researchers manage research projects aiming to investigate and provide reports on social issues. They first perform research by gathering information through interviews, focus groups and questionnaires; followed by organising and analysing the gathered information using computer software packages. They analyse social problems and needs, and the different ways and techniques to respond to them.
Gerontology social worker: Gerontology social workers provide assistance to elderly individuals and their families helping them to cope with their biopsychosocial needs. They help connecting the elderly with community resources by gathering information about the array of services available to them. Gerontology social workers assess their clients’ needs, functional capacity and health problems and liaise with medical professionals when necessary.
Learning mentor: Learning mentors support underperforming students both inside and outside of the classroom in order to increase their academic success. They assist students experiencing (multiple) disadvantages, such as learning difficulties, behavioural issues, and attendance problems, and also assist gifted students who are under-challenged. They may also work with adult students in the further education system. Learning mentors develop schedules and action plans with the students in order to plan the necessary mentoring activities and monitor progress. They also liaise with the students’ teachers, educational psychologists, school social workers and, if necessary, with the student’s parents, in order to improve the student’s educational development.
Music therapist: Music therapists use music-therapeutic interventions to treat patients with behavioural disorders and pathogenic conditions to prevent, mitigate or eliminate symptoms and to change behaviours and attitudes requiring treatment. They promote and maintain or restore the development, maturity and health of the patient/client by music-therapeutic interventions. Music therapy especially provides help for people with with emotional, somatic, intellectually or socially induced behavioural disorders and pathogenic conditions, such as psychoses (schizophrenic disorders, bipolar disorders) and personality development disorders.
 
Child day care worker: Child day care workers provide social services to children and their families in order to improve their social and psychological functioning. They aim to maximise family’s well-being by caring of children during the day.
Employment agent: Employment agents work for employment services and agencies. They match job seekers with advertised job vacancies and provide advice on job search activities.
Herbal therapist: Herbal therapists use herbal medicine to relief pain and treat illnesses such as allergies, chronic physical conditions or stress-related conditions. They study the properties and benefits of plants and create a personalised treatment plan for the patients.
Chiropractor: Chiropractors are responsible for the diagnosis, treatment and prevention of disorders related to the neuromusculoskeletal system and the effects of these disorders on general health. They are independent primary health care professionals.
Social worker: Social workers are practice-based professionals who promote social change and development, social cohesion, and the empowerment and liberation of people. They interact with individuals, families, groups, organisations and communities in order to provide various forms of therapy and counselling, group work, and community work. Social workers guide people to use services to claim benefits, access community resources, find jobs and training, obtain legal advice or deal with other local authority departments.
Youth offending team worker: Youth offending team workers support young offenders by preventing them from reoffending, counselling them for behavioural changes, referring them to agencies that provide housing, helping them back into education, involving them in constructive activities, visiting them when located in secure institutions and assessing future risks.
Benefits advice worker: Benefits advice workers guide individuals in the social work area to help them solve specific problems in their personal life by addressing personal and relationship issues, inner conflicts, depression and addictions. They attempt to empower individuals to achieve change and improve the quality of their life. They may also support and advise clients on demanding their social security benefits.
Family support worker: Family support workers provide emotional and practical help and advice to families that go through difficulties such as addictions, disabilities, sickness, imprisoned parents, marital and financial difficulties. They provide advice on the best solution for the children in relation to their stay with their families or not. They also provide information on the available services based on the family’s specific needs.
Residential childcare worker: Residential childcare workers counsel and support children who have physical or mental disabilities. They monitor their progress and provide them with care in a positive living environment. They liaise with the families in order to arrange their visits.
Barber: Barbers cut, trim, taper and style men’s hair. They also remove facial hair by shaving the specific area. Barbers use tools such as scissors, clippers, razors and combs. They may offer additional services like shampooing, styling, coloring and performing scalp massages.
Housing support worker: Housing support workers provide support and assistance to elderly, people with a physical impairment or learning disability, homeless people, ex-drug addicts, ex-alcohol addicts or ex-offenders.
Educational psychologist: Educational psychologists are psychologists employed by educational institutions to provide psychological and emotional support to students in need. They are specialised in the provision of direct support and interventions to students, conducting psychological testing and assessment, and consulting with families, teachers and other school-based student support professionals, such as school social workers and educational counsellors, about the students. They may also work with the school administration to improve practical support strategies in order to improve the students’ well-being.
Social work assistant: Social work assistants are practice-based professionals who promote social change and development, social cohesion, and the empowerment and liberation of people. They interact with individuals, families, groups, organisations and communities in order to assist in providing various forms of therapy and counseling, group work, and community work. Social work assistants assist guiding staff, helping clients to use services to claim benefits, access community resources, find jobs and training, obtain legal advice or deal with other local authority departments. They assist and work together with social workers.
Residential home older adult care worker: Residential home older adult care workers counsel and support elderly who have physical or mental disabilities. They monitor their progress and provide them with care in a positive living environment. They liaise with the clients’ families in order to arrange their visits.
Psychologist: Psychologists study the behaviour and mental processes in humans. They provide services to clients who deal with mental health issues and life issues such as bereavement, relationship difficulties, domestic violence, and sexual abuse. They also provide counselling for mental health issues such as eating disorders, post-traumatic stress disorders, and psychosis in order to help the clients rehabilitate and reach a healthy behaviour.
Social counsellor: Social counsellors provide support and guidance to individuals in the social work area, to help them solve specific problems in their personal life. It involves addressing personal and relationship issues, dealing with inner conflicts, crisis moments such as depression and addiction, in an attempt to empower individuals to achieve change and improve their life quality.
Mental health support worker: Mental health support workers assist and provide treatment to people with mental, emotional, or substance abuse problems. They focus on personalised cases and monitor the recovery process of their clients, providing also therapy, crisis intervention, client advocacy and education.
Public housing manager: Public housing managers develop strategies for the improvement of housing policy in a community, as well as providing social housing to those in need. They identify housing needs and issues, and supervise resource allocation. They also communicate with organisations involved in building public housing facilities, and social service organisations.
Career guidance advisor: Career guidance advisors provide guidance and advice to adults and students on making educational, training and occupational choices and assist people in managing their careers, through career planning and career exploration. They help identify options for future careers, assist beneficiaries in the development of their curriculum and help people reflect on their ambitions, interests and qualifications. Career guidance advisors may provide advice on various career planning issues and make suggestions for lifelong learning if necessary, including study recommendations. They may also assist the individual in the search for a job.
Drug and alcohol addiction counsellor: Drug and alcohol addiction counsellors provide assistance and counselling to individuals and families dealing with drug and alcohol addictions, monitoring their progress, advocating for them, performing crisis interventions and group therapy. They also assist the persons with the consequences of their addictions which can be unemployment, physical or mental disorders and poverty. Drug and alcohol addiction counsellors may also prepare educational programs for high-risk populations.
Nuclear medicine radiographer: Nuclear Medicine Radiographers plan, prepare and perform nuclear medicine examinations, post-processing and treatment with a wide range of equipment and techniques using X-rays, magnetic resonance imaging and radiopharmaceuticals.
Taxi controller: Taxi controllers take bookings, dispatch vehicles, and are responsible for coordinating drivers while maintaining customer liaison.
Rescue centre manager: Rescue centre managers supervise operations of a rescue centre, performing administrative duties and supervision of staff. They ensure that the centre operates according to policies and staff perform rescue missions in a safe, efficient and compliant manner.
Emergency ambulance driver: Emergency ambulance drivers use emergency vehicles to respond to medical emergencies and support the work of paramedics, move patients safely, take note of changes in the patient’s vital signs and report to the paramedics in charge, ensuring the medical equipment is well stored, transported and functional, under supervision and on order of a doctor of medicine.
Wedding planner: Wedding planners assist with all logistical details required concerning their client’s wedding ceremony. Based on their client’s requirements, they make arrangements for floral decorations, wedding venue and catering, guest invitations, etc., coordinating activities both before and during the wedding.
Residential home young people care worker: Residential home young people care workers provide assistance and support to young people who face complex emotional needs expressed in challenging behaviours. They support young adults with learning disabilities coping with school, encourage them to household activities and help them to take responsibility.
Emergency medical dispatcher: Emergency medical dispatchers respond to urgent calls made to the control center, take information about the emergency situation, the address and other details and dispatch the nearest ambulance or paramedic helicopter.
Exhibition curator: Exhibition curators organise and display artworks and artefacts. They work in and for museums, art galleries, museums for science or history, libraries and archives, and in other cultural institutions. In general, exhibition curators work in artistic and cultural exhibition fields and events of all kinds.
Clinical social worker: Clinical social workers provide therapy, counselling, and intervention services to clients. They treat clients with personal struggles, namely mental illness, addiction, and abuse, advocating for them and helping them gain access to the necessary resources. They also focus on the impact of medical and public health issues within social aspects.
Homelessness worker: Homelessness workers provide on-the-spot assistance, counselling and advice to people who have housing problems or live on the streets. They present them with services available to homeless people starting from hostel vacancies to financial aid services. They may have to cope with persons with mental health problems, addictions or victims of domestic or sexual abuse.
Optician: Opticians help to improve and correct an individual’s vision according to prescriptions provided by a specialised doctor in ophthalmology or an optometrist. They fit spectacle lenses and frames, contact lenses, and other devices to the specifications of both the individual and the prescription. Opticians do not test patients vision nor write prescriptions for visual correction. Their scope of practice varies according to national regulations.
Hospital social worker: Hospital social workers provide counselling to patients and their families helping them to better cope with the illness, the emotions surrounding diagnosis, and with social and financial problems. They work in cooperation with doctors, nurses and other health professionals sensitising them on the emotional aspects of a patient. They act as link between patients and medical staff. Hospital social workers also support the patients and their families with the discharge from the hospital.
Aromatherapist: Aromatherapists use essential oils extracted from herbal products at the level of the interface skin and mucous membranes to improve the clients` well-being. They treat a variety of illnesses and physical or psychological conditions, under supervision and on a doctor’s order.
Crisis situation social worker: Crisis situation social workers provide emergency support and assistance to persons with physical or mental disorders by addressing their distress, impairment, and instability. They assess the level of risk, mobilise client resources, and stabilise the crisis.
Radiographer: Radiographers use a range of technologies to examine, treat and care for patients. They work in the fields of Medical Imaging, Radiotherapy and Nuclear Medicine and apply ionising radiation, ultrasound, magnetic resonance imaging and radioactive sources.
Dental technician: Dental technicians manufacture dental custom-made devices like bridges, crowns, dentures and appliances under the supervision of dental practitioners following their directions and specifications.
Orthoptist: Orthoptists diagnose and treat anomalies of binocular vision. They examine, assess and treat vision impairments, squint, amblyopia and eye motility disorders. Orthoptists apply these methods in particular in the fields of paediatrics, neurology, neuro-ophthalmology, ophthalmology, orthoptics, optometry, pleoptics and strabology assessing functional diseases of the eye for improving functional disorders of the visual system. They also provide counselling, preventive measures and training activities and may refract and prescribe glasses, such as prism corrective glasses.
 
Dance therapist: Dance therapists support individuals with their emotional, mental or physical health problems helping them to improve their body awareness, self-esteem, social integration and personal development through dance and movement patterns within a therapeutic environment.
Residential home adult care worker: Residential home adult care workers counsel and support vulnerable adults who have physical or mental disabilities or addiction issues. They monitor their progress and provide them with care in a positive living environment. They work with families to support individuals’ development and meet their needs.
Pharmacy technician: Pharmacy technicians, under the supervision of a pharmacist, check incoming goods, control stock, handle and store pharmaceuticals properly. Where permitted by national rules, they dispense medication and provide advice on their appropriate use.
Pharmacist: Pharmacists prepare, dispense, and provide prescriptions for, over the counter medication. They offer clinical information on medicines, report suspected adverse reactions, and provide personalised support to patients. Pharmacists formulate and test medications in laboratories, and store, preserve, and distribute them.
Diagnostic radiographer: Diagnostic radiographers plan, prepare and perform diagnostic imaging examinations and post processing, with a wide range of equipment and techniques using X-rays, strong magnetic fields or Magnetic Resonance Imaging (MRI) and high frequency sound (Ultrasound).
Speech and language therapist: Speech and language therapists focus on the aetiology, assessment, diagnosis, treatment, and prevention of communication and swallowing disorders in people of all ages in order to help them maintain, promote, improve, initiate, or recover the ability to communicate both verbally and nonverbally. They address the development of language, speech, vocal and hearing functions, and disorders and disabilities in the cranial, facial, and oral area.
Traditional chinese medicine therapist: Traditional Chinese medicine therapists use alternative medicine approaches to cure illnesses in all its forms. They also use various therapies such as the use of herbal medicines, acupuncture, massages and dietary therapies, to increase the general health of the patient and to prevent a disease from occurring.
Residential care home worker: Residential care home workers follow a specific plan to provide day-to-day care to clients. They develop a client-focused environment in the care homes where they work. They look after the physical and mental wellbeing of clients by providing social care in residential centres
Occupational therapy assistant: Occupational therapy assistants support occupational therapists by working with people and communities to enhance their ability to engage in the occupations they want to, need to, or are expected to do, or by modifying the occupation or the environment to better support their occupational engagement. They work under the supervision of an occupational therapist.

Listen actively is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.

Land-based machinery technician: Land-based machinery technicians maintain, overhaul and repair agricultural equipment and machinery.
Medical administrative assistant: Medical administrative assistants work very closely with health professionals. They provide office support such as correspondence, fixing appointments and answering queries of patients.
Home care aide: Home care aides provide personal assistance and promote autonomy, on a daily basis to individuals who are unable to take care of themselves due to illness, ageing or disability. They assist them with personal hygiene, feeding, communication or medication according to the health care professional’s instructions.
Rental service representative: Rental service representatives are in charge of renting out equipment and determining specific periods of usage. They document transactions, insurances and payments.
Vehicle rental agent:
Vehicle rental agents represent businesses involved in renting out vehicles and determine short periods of usage. They document transactions, insurances and payments.

Audiology technician: Audiology technicians create and service hearing aids and hearing protection products. They dispense, fit and provide hearing aids for those who need them.
Commercial pilot: Commercial pilots navigate flight of fixed-wing and multi-engine aircrafts for the transport of passengers and cargo.
Hairdresser assistant: Hairdresser assistants clean the hair of clients, apply hair conditioner and dying treatment in a beauty salon. They apply shampoo, rub scalp and rinse the hair. They may also do scalp treatment, bleaching, tinting, and massaging for their clients. Shampooers use specialized lotions, shampoos, conditioners, and other hair care equipment, according to their client’s needs and preferences.
Civil registrar: Civil registrars collect and record acts of birth, marriage, civil partnership and death.
Customs officer: Customs officers combat the importation of illegal goods, firearms, drugs or other dangerous or illegal items while checking the legality of items brought across national borders. They are government officials who control the documents to ensure entry criteria and custom laws are complied with and control if the custom taxes are paid correctly.
Hospital pharmacist: Hospital pharmacists prepare, dispense and provide medication to patients in hospitals. They collaborate with healthcare personnel such as doctors and nurses to treat patients and also offer advice and information on medications.
Special educational needs itinerant teacher: Special educational needs itinerant teachers instruct disabled or sick children in their homes. They are specialised teachers employed by (public) schools to teach those unable to physically attend school, but also to assist the student, the parents and the school in their communication. They also fulfil the function of a social school worker by helping the students and parents with a student’s potential behavioural issues and enforce, if necessary, school attendance regulations. In case of a possible physical (re)admission to school, visiting teachers advise the school regarding suitable classroom guidance strategies and advisable teaching methods to support the student and make the transition as agreeable as possible.
Train driver: Train drivers operate trains providing passenger or cargo transport services. They are responsible for driving the locomotive in safe manner, respecting all relevant safety, operational and communication regulations, and have full responsibility for the safety of passengers and cargo. The task involves cooperation and communication with the relevant staff under the infrastructure manager, as well as with staff on board the train.
Activism officer: Activism officers promote or hinder social, political, economic or environmental change by using different tactics such as persuasive research, media pressure or public campaigning.
After-sales service technician: After-sales service technicians provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.
Airport operations officer: Airport operations officers perform supervisory and administrative work monitoring operational activities on an assigned shift at a large airport. They ensure the safe take-off and landing of aircrafts
Aircraft pilot: Aircraft pilots control and navigate aircraft. They operate the mechanical and electrical systems of the aircraft and transport people, mail and freight.
Sales assistant: Sales assistants represent the direct contact with clients. They provide general advice to customers.
Passport officer: Passport officers provide passports and other travel documents such as certificates of identity and refugee travel documents. They also keep record of all provided passports.
Biomedical scientist advanced: Biomedical scientists advanced undertake advanced translational research in the biomedical science field and perform as educators of their professions or as other professionals.
Complementary therapist: Complementary therapists use a range of complementary and alternative therapies to work simultaneously with the clients` body, mind, and spirit in a holistic approach. They offer practices and services for holistic wellbeing, health maintenance, health education, health promotion and prevention of illness, along with the sustainable treatment of certain illnesses, especially chronic illnesses. Their practices include but are not limited to acupuncture, aromatherapy, banotherapy, homeopathy, and herbal medicine.
Elderly home manager: Elderly home managers oversee, plan, organise and evaluate the provision of elderly care services for people who are in need of these services due to the effects of ageing. They manage the elderly care home and supervise the activities of the staff.

References

1. Listen actively – ESCO