CDO 402 Active Listening

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  1. 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’
  2. 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?
  3. Microskills
    —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.
  4. Active Listening Microskills
    • —Eye Contact
    • Body Posturing – open posture
    • Minimal Encouragers
    • Verbal following behaviors
    • Questions
    • Paraphrasing/ Reflections
    • Silence – very important
  5. Eye Contact
    • 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.
  6. Body Posturing
    For good body posturing, face the client in an open, relaxed manner.
  7. Minimal Encouragers
    • 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.
  8. 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
  9. 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.
  10. Questions
    • Bombardment or grilling
    • Multiple questions
    • Leading questions or questions as statements.
    • Given what I’ve said, wouldn’t increasing your practice be good?
    • Interrogating clients
    • Trends: Men tend to ask more questions than women
  11. Closed-Ended Questions
    Collects specific information
  12. Open-Ended Questions
    Provides Client open invitation to talk.
  13. —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. 
    • Task oriented
  14. 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
  15. Open-Ended Questions
    • —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”
  16. Paraphrasing
    • 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.)
  17. Silence
    • 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
    • is important
  18. Observations should be
    • Precise: 
    • Data Collection
    • Multidimensional
    • Verbal and Nonverbal
    • Non judgmental
    • Be aware of value loaded terms
    • We must minimize the effects of value judgments on our observations
  19. Verbal + Nonverbal Observations
    We use observations of both Verbal and Nonverbal behaviors in the formulation of Diagnostic (Dx) and planning of Treatment (Tx).
  20. Non Verbal Behaviors
    • Amplify/Qualify verbal messages
    • Contradict verbal message
    • Send an unrelated message
Card Set:
CDO 402 Active Listening
2013-02-19 19:56:07
active listening

active listening
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