Module 5 - Active Listening Skills

Too few ___ may make the interviewer appear cold and uninterested

encouragers

Counselling children is much like counselling adolescents and adults. Use same microskills, but emphasize _______ Effective elementary teachers say back to students what they have just said.

encouraging, paraphrasing, and summarization skills.

Clarifying Skills:

encouraging, paraphrasing, summarizing

Paraphrasing Briefly state___. State the ____ in summary form.Be succinct, meaningful, and clarifying. Stay true to client's ideas, but don't repeat them exactly.

essence of client's talk

paraphrasing Facilitate client ___ of issues:

exploration and clarification

Summarizing is "like" Paraphrasing... But...

Encompasses a longer period of time. May cover an entire interview. May cover several interviews plus interval situations.

________ are active listening skills that form the basic listening sequence and help to build empathy.

Encouraging, paraphrasing and summarizing

One of the primary goals of effective counselling is to make the client feel '__'.

heard

Encouraging uses...

Gestures, phrases, repetition

Encouraging:

Head nods and positive facial expressions Open gestures Minimal verbals — "Ummm" or "Uh-huh" Repeat key words from last statement Silence with appropriate nonverbal behaviour

With active listening clients knows the interviewer:

Heard what they were saying. Saw their point of view. Felt their world as they experience it.

Empathy can be rated as:

Interchangeable Additive Subtractive

Informed Consent and Working With Children Ethical issues around informed consent are especially important. Laws and practices vary, but usually you need to:

Obtain written parental permission to interview a child. Secure permission if you are to share interview's information with others. Inform both child and family what information you are planning to share. Make interview records available to parents for their review. Inform them of their right to withdraw permission at any point (include this information in Consent Form).

Summarizing...

Over a period of time. Attend to client's verbal and nonverbal comments. Selectively attend to key concepts. Restate key concepts to the client accurately. Check for accuracy at the end.

Paraphrasing is/uses

Shorten, clarify, and feedback other's comments

Think of a face to face interaction where you did not feel the other person did a very good job of listening to you. Some examples may include ________. Make note of behaviors, both verbal and non-verbal that communicated to you that they were not accurately listening.

a conflict with a partner or co-worker or dealing with a salesperson at a store

Encouraging: Excessive gestures and parroting can be ___

annoying and frustrating

Empathy is based on ____

attending and observing.

with paraphrasing Use client's ____.Draw on your client observation skills to include key words and main ideas that come from clients.

key words and main ideas

Speaking to somebody who hears you accurately is ________ children keep talking.

larifying, comforting, and reassuring and helps

Encouraging: Be aware what key words you choose; avoid ___ the client

over-directing

Active Listening Skill Function: Requires interviewer ____ Hear small changes in ____ "Walk in the other person's shoes." Help the client enlarge and ___ their story.

participation thoughts, feelings, behaviour. enrich

Clients need to know that they have been heard, that their ___ has been considered and their world has been felt.

point of view

Additional dimensions of empathy include unconditional _____:An attitude of grace; an attitude that values us even knowing our failings.

positive regard (aka: acceptance)

Imply check-out by __ your voice tone at the end of a sentence.Ask for..

raising feedback on the accuracy and usefulness of your paraphrase.

When clients feel heard, they open up and become more ____

ready for change

Paraphrasing is also called ___

reflection of Content

with paraphrasing Choose a ___. Sentence stems are optional. Choose appropriate times to call the client by name or use a sentence stem.Examples:"Damaris, I hear you saying...""Luciano, sounds like ...""Feels like the situation is..."

sentence stem

"So far, I've seen that the plan didn't work too well. You felt guilty again when you saw the idea as manipulative. Yet one idea did work. You were able to talk with her about her garden, and it was the first time you had been able to talk about anything without an argument. You visualize the possibility of following up on the plan next week. Is that about it?"

summarization midway in the session

"In this interview we've reviewed your feelings toward your mother-in-law in more detail. Some of the following things seem to stand out: First, our plan didn't work completely, but you were able to talk about one thing without yelling. As we talked, we identified some behaviours on your part that could be changed. They include better eye contact, relaxing more, and changing the topic when you start to see yourself getting angry. I also liked your idea at the end of talking with her about these issues. Does that sum it up?"

summarizing at the end of the session

With problematic clients, Think of accepting the person, but not the _____

thoughts or behaviours that confront you

Is easy to offer___ to the child who has been bullied, than to the bully.

unconditional positive regard

Encouraging: Key word choices lead the client in a ___

variety of directions

Examples of Summarizations To ____ a session:"Let's see, last time we talked about your feelings toward your mother-in-law and we discussed the argument you had with her around the time the new baby arrived. You saw yourself as guilty and anxious. Since then you haven't gotten along too well. We also discussed a plan of action for the week. How did that go?"

begin

Check for accuracy also called a ___

check-out

Important Considerations Periodic encouraging, paraphrasing, and summarizing have wide ____ All clients like to be listened to accurately. Takes more time with clients who are culturally different from the interviewer. Involve yourself in the _____ Avoid ___ Consider ___

cross-cultural acceptance cultural communities and activities. stereotyping gender differences.

____of the client as he or she is can be a challenge.

Acceptance

Listening is an ___ process. Whether using attending, encouraging, paraphrasing, or summarizing, you are ___ involved in the interview. ____ listening demands that you participate by helping the client clarify, enlarge, and enrich the story.

Active(ly)

Check out: Brief question at the end of a paraphrase like:

Am I hearing you correctly?Is that close?Have I got it right?

with Summarizing you...

Clarify and feedback lengthy and complex discussions

in active listening The Interviewer should: __ what the client says. __ what you hear. Check for __. Help clients talk in __ about issues. Help overly __ clients speed up, clarify, and stop repeating the same facts and/or stories.

Clarify, feedback, accuracy, detail, talkative