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Self-Management

Adapting

Receiving, retaining and processing information

Transmitting information or ideas

Finding solutions to challenges

Using imagination and generating new ideas

Overcoming challenges and setbacks to achieve goals

Setting goals and designing routes to achieve them

Supporting, encouraging and motivating others to achieve a shared goal

Working cooperatively with others to achieve a shared goal

Identifying influence

Comparing views

Analysing views

Investigating bias

Strategic questioning

Evaluating perspectives

Communicating sensitively

Speaking engagingly

Adaptive communicating

Negotiating

Constructive communicating

Presenting

Inspiring others

Following instructions

Evaluating approaches

Continual learning

Imagining

Sharing imagination

Expressing imagination

Generating ideas

Suggesting improvements

Combining concepts

Identifying opportunities

Defining success

Flexible thinking

Reflecting critically

Facilitating creativity

Championing creativity

Improving performance

Practising resilience

Supporting resilience

Identifying successes

Working carefully

Recognising strengths

Understanding reactions

Sharing reactions

Recognising reactions

Facilitating discussions

Managing disagreements

Coaching

Motivating others

Emotional intelligence

Taking responsibility

Reflecting collectively

Learning collectively

Developing others

Improving culture

Step

Supporting resilience

I help others see opportunities when faced with challenges

Core ideas

What it means to support others’ resilience

Understanding the challenges others face requires intentional effort, known as deliberate empathy. This means actively trying to see the world from another person’s perspective. It is a vital starting point to support others’ resilience. Here’s how you can do it, including drawing on your listening skills:

Listen attentively: Give the person your full attention without interrupting or making assumptions.
Ask open-ended questions: Encourage others to share their thoughts by asking, "How are you feeling about this?" or "What has been the hardest part?"
Be observant: Notice changes in behaviour, mood, or communication that may indicate someone is struggling.
Avoid judgment: Recognise that everyone experiences difficulties differently and avoid making comparisons - particularly if you have experienced something that feels similar but which you reacted to differently.
Read and learn: Explore stories, books, or articles about different experiences and challenges to develop a broader perspective.

Show patience: Some people take time to open up about their struggles, so create a safe and trusting space. They may also want to revisit topics repeatedly so give them the space to do so.

Why and when to support others to see opportunities

When someone is struggling, gently guiding them to see new opportunities can be helpful, but timing and sensitivity are key. Here’s how to do it effectively:

Acknowledge their feelings first: Before discussing solutions, show you understand their emotions. For example, "I can see this has been really tough for you."
Offer encouragement, not pressure: Suggest new perspectives in a way that feels supportive rather than demanding. They won’t want you to add anything else to their list of things that they need to do.
Help them identify strengths: Remind them of past successes or qualities that could help them move forward.
Introduce ideas when they seem ready: If someone is overwhelmed, they may not be ready to discuss opportunities. Wait until they show signs of being open to solutions.
Use gentle questions: Ask things like, "Have you thought about trying...?" rather than giving direct instructions.
Share relevant experiences: If appropriate, talk about how challenges have led to growth in your own or others' lives.

Respect their choices: Everyone moves at their own pace, and forcing change can be counterproductive. Ultimately, it has to feel like their decision to take action or they will not be motivated to do it.

How to support others’ resilience to see opportunities in challenges

Helping others build resilience means providing encouragement, guidance, and a sense of support. Here are some effective ways to do this:

Model resilience yourself: Show how you manage difficulties with a positive, adaptable mindset.
Help them focus on what they can control: Encourage small, manageable steps rather than dwelling on what cannot be changed.
Encourage problem solving skills: Guide them to think about solutions rather than just the challenges.
Celebrate progress: Recognise even small achievements to build confidence.
Be a steady presence: Let them know they have someone to turn to when things get tough.
Remind them that setbacks are normal: Help reframe difficulties as part of learning and growth.

Supporting others in this way helps them build confidence and develop the skills they need to face challenges with resilience.

Assessment

Reflective questions for individuals can include:

What does it mean to support others’ resilience?
Why and when is it good to support others to see opportunities in challenges?
How can you support others to build their resilience?
When have you supported others to see opportunities in challenges?

Observation cues for trainers can include:

Is the individual able to demonstrate deliberate empathy with the challenges that another person might be facing? Can they appropriately open up a conversation about opportunities?

Evidence can include individuals’ self-reflections and observations from others.

Ready to discover more?

Skills Builder Hub

Access Hub

Skills Builder Hub is a complete platform for educators around the world to build their learners’ essential skills.

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Skills Builder Benchmark

Access Benchmark

Skills Builder Benchmark allows individuals to discover their own essential skills.

It’s free to get started, and is used by individuals, employers, educators and NGOs across the world.

A mockup of Skills Builder Benchmark on a laptop screen. The display shows the beginning of the Skills assessment for Adapting.

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Re-published for Universal Framework 2.0, the handbook helps any educator to use the Skills Builder approach with their learners - whether in primary, secondary, college or specialist settings.

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Listening Step 1: Focusing

Listening Step 2: Recalling

Listening Step 3: Checking

Listening Step 4: Retelling

Listening Step 5: Recognising purpose

Listening Step 6: Note-taking