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Ability to listen actively + -



Knowledge of the various dimensions and elements of active listening and non-verbal communication


  • Demonstrates an understanding of what lies behind the concepts of active listening and non-verbal communication
  • Refers to theories and shares the sources of knowledge

Skill to actively listen and pay attention to the situation

  • Listens carefully to others without interrupting and in an unbiased manner
  • Pays attention to body language

Skill to support learners in engaging in active listening

  • Encourages sharing and expressing using adequate methods

Non-judgmental and engaging attitude

  • Listens openly, without judgement
  • Enables space for thoughts and opinions based on different values and world views, while ensuring respect for human rights
  • Communicates at eye level with everyone involved
Ability to be empathetic + -



Knowledge of empathy and related mechanisms


  • Understands the difference between sympathy and empathy

Skill to work with empathy in a way that allows others to learn from the experience

  • Applies empathy practices in a way that allows others to learn from the experience
  • Acknowledges the experience of the learner

Skill to empathise and to relate to emotional mechanisms

  • Identifies what sparks their own emotions and empathises with the learner

Openness to the expression of feelings and emotions

  • Is comfortable dealing with unexpressed concerns, feelings and emotions
  • Is willing to understand the needs, motivations and grievances causing those feelings and emotions

Readiness to challenge one’s own emotions and beliefs

  • Where relevant, is honest about their personal emotional process
  • Proactively reflects on their own underlying values and beliefs

Awareness of the different ways to share feelings and opinions in online environments

  • Introduces ways to include and consider informal dimensions (i.e., emoticons, digital ways to express emotions, etc.) and apply non-verbal communication while working online
Ability to clearly express thoughts and emotions + -



Knowledge of emotional intelligence principles


  • Shows a clear understanding of feelings and emotions and their impact on others

Skill to deal with emotions and to ask for support

  • Creates opportunities for meaningful communication
  • Relates the person to the issue/situation

Skill to encourage sharing and support within the group

  • Creates a safe environment where feelings and emotions can be freely and respectfully expressed
  • Asks the right questions when confronted with unclear or unexpressed negative feelings
  • Assertively addresses and challenges ‘them and us’ mindsets in a group and builds ground for solidarity in the group

Openness to the clear expression of thoughts, feelings and emotions

  • Recognises and understands when personal support is needed
  • Supports learners in reflecting on and communicating about their underlying thoughts and emotions
Awareness of identity-related issues + -



Knowledge of the various dimensions of identity


  • Demonstrates an understanding of modern concepts and theories of diversity

Skill to develop, adjust and apply methods supporting an awareness of one’s identity and its inherent elements

  • Deals with uniqueness through a complex approach to their own identity
  • Addresses the issue of identity when working with a group of learners
  • Explicitly or implicitly relates theories and experiences to the realities and identities of the group of learners
  • Considers the specific and different impact of identity-related issues when working in online environments
  • Supports learners to understand their different senses of belonging and the ways in which these impact their behaviour
Being diversity-aware + -



Knowledge of methods and approaches towards working with diverse groups of learners


  • Refers to methods and approaches towards working with diverse groups of learners

Knowledge of diversity-related mechanisms

  • Demonstrates an understanding of diversity-related mechanisms

Skill to use methods and approaches that enable cooperation among and working with different learners within a group

  • Applies methods that allow the group of learners to deal with diversity and support intra-group cooperation
  • Deals with the limitations of certain principles and the impact they can have on a group’s diversity

Skill to work with diverse groups of learners

  • Works effectively with learners from diverse backgrounds

Sensitivity and openness to diversity

  • Is sensitive to the needs of and challenges faced by learners and opportunities that exist within the group of learners
Awareness of other communication methods + -



Knowledge of methods and approaches for online asynchronous communication


  • Is aware of digital environments where asynchronous communication can be used to support learning (i.e., MOOCs, etc.)
  • Encourages learners to create asynchronous digital content as a way to increase communication and exchange

Ability to use communication tools appropriate to different goals and audiences

  • Makes sure diversity is represented in learner-produced digital content
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