Empathy in Active Listening

Overview

This concept project is a scenario-based tutorial intended for principal investigators (PIs) who lead research groups at universities, research institutes, and more. In this scenario, the learner uses active listening skills and empathy to navigate an uncomfortable conversation with a researcher. This tutorial was developed using Articulate Storyline, Adobe XD, and Adobe Illustrator.

Problem

This concept project imagines a research institute who approaches me with a soft skills training for their principal investigators. The research institute has been experiencing low morale and above-average voluntary turnover amongst researchers.

Principal investigators work and communicate directly with researchers. Occasionally, PIs have difficult conversations, and when handled poorly, can affect researchers' mental and emotional health and their decision to quit.

PIs can have better rapport with their teams and institutes can retain good researchers when leaders listen to understand. These practices benefit the overall research as well as create a positive work culture.

Solution

I worked with a subject-matter expert to identify three aspects of empathetic listening: noticing verbal and nonverbal cues, processing information, and responding with encouragement.

An eLearning solution is ideal because PIs immediately practice these soft skills in a nonjudgmental environment. This scenario-based tutorial can be given to new and current PIs and be taken at their pace within flexible work environments.

Design

To begin my process, I interviewed a subject-matter expert who has over ten years of experience in various research labs. In addition to creating learning objectives, I also shared storyboards for approval. I developed an initial script that was reviewed by the subject-matter expert. Then, I built prototypes through Adobe XD and later developed the final project on Articulate Storyline.

The course begins with short directions setting the stage. The learner then interacts with the story, making decisions that explain why some options are more empathetic than others. Rather than simply presenting information, this scenario-based tutorial engages the learner through action. The learner experiences the consequences of those choices instead of being a passive recipient of information.