Listen Actively

Learning Objectives

After completing this unit, you’ll be able to:

  • Describe the active listening skills that help you conduct an effective interview.
  • List key considerations for the interview.


This module was produced in collaboration with the Pandemic Initiative for Equity and Action of the University of California, San Francisco (UCSF). All content in this module, including external resources, is for general information purposes only and is not intended to be used as a substitute for professional medical advice, diagnosis, or treatment, or to otherwise infer, predict, or interpret an individual's medical or health diagnosis. This module reflects public health guidelines that are current as of the date of publication. We encourage you to consult your physician if you have questions about COVID-19 or any other medical condition or treatment. Additionally, display of this badge does not represent endorsement by UCSF or Salesforce of your knowledge, skill, or training pursuant to this module or qualification for any position in which such skill or training may be used. Furthermore, to the extent that this module includes any content or links to content belonging to third parties, the inclusion of said content does not reflect an endorsement by said third party of this module or otherwise create a relationship between Salesforce and said third party.

Active Listening

This module introduces you to the interview skills and health coaching techniques you can use during contact tracing interviews. Watch the following video to learn more from Luis Gutierrez-Mock, a member of the UCSF Pandemic Initiative for Equity and Action.

The following exercise and the quiz at the end of this unit ask questions about the content of this video. Be sure to watch the video so you get the information you need to answer the questions. You can find a link to download the presentation slides in the Resources section at the end of this unit. The slides also include content that is presented in the next unit.

Since this video and the other videos in this module, including the example contact tracing interviews, were filmed, the Centers for Disease Control and Prevention (CDC) updated its quarantine guidelines for people who may have been exposed to COVID-19 (contacts). If a contact doesn’t report any symptoms, their quarantine can end after 10 days. If a contact doesn’t report any symptoms and tests negative for COVID-19, their quarantine can end after 7 days. See the resources section for more information.

Reflect on What You’ve Learned

The exercise below is an opportunity for you to practice and isn’t scored. To complete it, read the instructions, then drag each sentence to the appropriate column.


Did You Watch the Video?

Remember, the quiz asks about the video in this unit. If you haven’t watched it yet, go back and do that now. Then you’ll be ready to take the quiz.

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