Listening to others is one of the first steps to building trust. The capacity to be a good and understanding listener is the most fundamental communication skill of all. Most people assume that they listen well, but listening with undivided attention and without interrupting is not easy. The process of active listening requires a range of skills, which will be covered in this course.

This module looks at performance management, setting objectives, and preparing for and delivering appraisals.


This module is aimed at managers and leaders at all levels. It was developed by UNHCR for their own staff, and so references UNHCR policies.


This module will take around 30 minutes to complete.