CDO 402 Active Listening
Card Set Information
CDO 402 Active Listening
¨Listening makes people feel that their concerns are important to you. It shows that you are involved and concentrating on their interests.
¨In gathering information from a case history activity you are helping the client ‘tell the story’
Get client to tell their own story
Can you tell me what brought you here?
Can you share with me how you are feeling?
What can I tell you now?
specific communication skills that help clinicians interact more intentionally with clients. The counselor can use silence during the listening process to do his/her own thinking.
Active Listening Microskills
Body Posturing – open posture
Verbal following behaviors
Silence – very important
shows client that the counselor is concentrating what is being said.
Not a stare, but a look to hold the gaze of the client for a few seconds at a time.
For good body posturing, face the client in an open, relaxed manner.
Verbal: a word or two of assurance (“I see, OK, all right, Ummm, Uh-Huh, Yes, that’s interesting,”).
Non-Verbal: Open Body Posture, facial expressions, head nods, and hand gestures, leaning forward.
Verbal Following Behaviors
Counselor repeats in a questioning or exclamatory tone, the last word or two of the client’s previous statement…or the key word from client’s last statement
Active Listening: Action Oriented
open up new topics of conversation
guide the conversation to focus client in
various directions selected by the clinician.
Questions can be very therapeutic because it allows them to look deeper into their own thoughts and feelings.
Bombardment or grilling
Leading questions or questions as statements.
Given what I’ve said, wouldn’t increasing your practice be good?
: Men tend to ask more questions than women
Collects specific information
Provides Client open invitation to talk.
Close Ended Questions:
Designed to be answered by 1-2 words
Directly relevant to gathering data
Require minimum verbal output by the clinician
Useful in collection of focused information within a limited time period.
Close Ended Questions
Do not relate to client’s emotive needs
May appear like an interrogation
Burden of initiation is on Clinician
Not desirable for social interaction
Encourage longer and more expansive responses
The “WH” questions
: who, what, when, where, and how. NOT WHY.
Why not Why? They tend to put the client of the defensive and suggests disapproval. Rephrase into a “what” type of question. This is called the “art of gentle inquiry”
Rephrasing, rewording, and reflecting what the client just said.
Retains the essence of what was said and does not include an evaluation from the clinician (opinion, reaction, or commentary, positive or negative.)
Give opportunity for client to respond
Realize that many have never been given chance to get in touch with thoughts
Resist the urge to jump in---Silence conveys an invitation for the story and the story
Observations should be
Verbal and Nonverbal
Be aware of value loaded terms
We must minimize the effects of value judgments on our observations
Verbal + Nonverbal Observations
We use observations of both Verbal and Nonverbal behaviors in the formulation of Diagnostic (Dx) and planning of Treatment (Tx).
Non Verbal Behaviors
Amplify/Qualify verbal messages
Contradict verbal message
Send an unrelated message