learning to listen
DESCRIPTION
Learning to Listen. Week 3 Bastyr Communications. Basic Counseling Skills. The most important thing in communication is to hear what isn't being said. Purpose of Presentation. To help participants understand the concept and importance of counseling - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/1.jpg)
Learning to Listen
Week 3
Bastyr Communications
![Page 2: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/2.jpg)
Basic Counseling Skills
The most important thing in communication is to hear what isn't being said.
![Page 3: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/3.jpg)
Purpose of Presentation
To help participants understand the concept and importance of counseling
To help participants understand the process of counseling
To impart the skills of counseling
To help participants to be more aware of using counseling techniques appropriately and effectively
![Page 4: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/4.jpg)
Basics of Counseling
Listening is not passive. It is important to indicate that the person is being heard
Good counseling skills means listening before acting to solve problems
![Page 5: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/5.jpg)
Basics of Counseling
Verbal listening skills
Show interest
Gather information
Encourage speaker to develop ideas
Communicate our understanding of ideas
Request clarification of understanding
Build the therapeutic alliance
![Page 6: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/6.jpg)
Listening Skills
Using good verbal listening skills, you increase the chances that:
You will understand what the other is saying and they will you
You will create a situation where you will be able to develop a helping relationship
![Page 7: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/7.jpg)
Looking Like You're Listening is Not Enough
![Page 8: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/8.jpg)
Listening skills
Ask open and closed questions
Use “encouragers”
Paraphrase what you have heard
Reflect on feeling
Summarize
![Page 9: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/9.jpg)
Open Questions
Open questions
Generally start with “what”, “how”, “why” or “could “
Questions serve to:
Gather lots of general information
Encourage discussion
![Page 10: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/10.jpg)
Example: Open Questions
EAMP: “How has the baby been eating?”
EAMP: “What is the bedtime routine?”
EAMP: “Could you tell me about giving the baby medicine in the morning?”
![Page 11: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/11.jpg)
Closed Questions
Generally start with “is”, “are”, or “do”
Serve to:
Gather lots of specific information quickly
Tend to close down discussion
![Page 12: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/12.jpg)
Example: Closed Questions
EAMP: “Are you giving the medicine every day?”
EAMP: “Is the baby able to tolerate the medicine in the morning?”
![Page 13: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/13.jpg)
Encouragers
Ex: “Yes, I understand” or repeat a word or two of what was said
Serves to:
Encourage further discussion
![Page 14: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/14.jpg)
Example: Encouragers
Patient: “I missed my appointment last week because of transportation problems.”
EAMP: “Transportation problems…?”
![Page 15: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/15.jpg)
Differentiating
Understanding whether:
Is the person is asking for information OR is the person is expressing concern?
Ex: Patient: “My baby vomited the medicine this morning”
EAMP: “Are you worried the baby is sick?”
![Page 16: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/16.jpg)
Paraphrasing
Briefly summarize the content of the discussion
Reflective listening
Check your understanding
Show that you heard what was said
Acknowledge and accept feelings without judging
![Page 17: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/17.jpg)
Example:Paraphrasing
Patient: “I am worried that the medicine is making my baby sick”
EAMP: “It sounds like you are worried about how the baby is reacting to the medicine.”
![Page 18: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/18.jpg)
Reflection of Feelings
Focus on feelings (stated and unstated)
Serves to:
Communicate understanding of emotions
When combined with a paraphrase, confirms the
accuracy of understanding (“Check out” the the other person)
Encourages discussion of feelings
![Page 19: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/19.jpg)
Example: Reflection of Feelings
Patient: I don’t see many changes in the baby since I started the medicine”
EAMP: It sounds like you are worried that the medicine is not helping the baby get better”
![Page 20: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/20.jpg)
Summarizations
Succinctly pull together ideas from a an interview
Serves to
Organize the structure of the interview
Check the accuracy of understanding,
![Page 21: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/21.jpg)
Example: Summarizations
EAMP: “During the time we have had together we have talked about issues with giving the baby medicine, problems with transportation, and your worries about the baby reacting to the medicine and getting better. Is that right?”
![Page 22: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/22.jpg)
Attend to Nonverbal Communication
Increase awareness of nonverbal communications (yours & theirs)
Notice body language – a person’s stance, posture, physical tension
Acknowledge what you observe – be open and candid
![Page 23: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/23.jpg)
Example: Nonverbal Communication
EAMP: “You appear a little uncomfortable. Is there something I can do about that?”
Discussion point: What other examples of non-verbal communication can you identify
![Page 24: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/24.jpg)
Non Verbal Communication
Remember culture and context
Most nonverbal behaviors have multiple meanings
Some nonverbal behaviors have different meanings in different cultures
![Page 25: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/25.jpg)
A Good Listener
Maintains eye contact
Makes few distracting movements
Leans forward, faces speaker
Has an open posture
Allows few interruptions
Signals interest with encouragers and facial expressions
What are other examples of good listening?
![Page 26: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/26.jpg)
Bad listening
Makes little eye contact
Makes distracting movements
Faces away from speaker
Has a closed posture (ex.: arms crossed)
Interrupts speaker
Does too many other things while listening
Has a flat affect, speaks in a monotone, gives few signals of interest
What are other examples of a bad listener?
![Page 27: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/27.jpg)
Listening Practice Scenarios
Get into a group of three people
One person begins by talking about a troublesome situation. Be brief but allow your partner opportunities to practice listening skills.
Listening partner: Provide at least three different types of listening responses as your partner talks
Third person is the Observer: Use checklist to identify different listening skills
Switch roles so that each person has a chance to fill each role
![Page 28: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/28.jpg)
Listening Practice Scenarios
Remember the goals of listening skills
Help the speaker feel understood
Keep the speaker talking
Think carefully about the thoughts and feelings the individual stated or implied
Try to imagine yourself in their place in order to understand their message
Make a brief verbal statement communicating what you heard
No questions
No opinions
Check to see if you are correct
![Page 29: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/29.jpg)
Influencing or Changing Behavior
![Page 30: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/30.jpg)
Influencing or Changing Behavior
Directives
Reframes and interpretations
Advice
Feedback
Logical consequences
![Page 31: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/31.jpg)
Directive
Tells a person what to do (can be direct or indirect)
Works best if clear and concrete
Serves to:
Move a person to take a specific act
![Page 32: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/32.jpg)
Example: Directive
Patient: “I am not sure when to take my medicine”
EAMP: “You should take your medicine once in the morning and once in the evening”
![Page 33: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/33.jpg)
Reframing and Interpretations
Attempts to replace an old, maladaptive response with a newer, more useful (usually positive) one
Serves to
Increase insight and understanding
Shift emotional or intellectual response
![Page 34: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/34.jpg)
Example: Reframing and Interpretations
Patient: “There is so much going on I don’t think I can take my medicine”
EAMP: “Sometimes you feel overwhelmed and you are not sure that you can get everything done so you can take your medicine”
![Page 35: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/35.jpg)
AdviceProvides information to help client make a decision. Can be very directive or less so
Serves to:
Share information that would be relevant for a person’s decisions, actions, or understanding
Disadvantages of advice
It’s often disempowering (You can’t solve this on your own)
People may say (but not really mean) that they want advice
![Page 36: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/36.jpg)
Example: AdviceEAMP: “Try stirring the medicine in milk and then giving it to the baby”
EAMP: “Let me show you how to swallow the pill”
EAMP: “Marking a calendar is a good idea for keeping track of giving medicine, and it will help you feel good about giving every dose”
![Page 37: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/37.jpg)
FeedbackGives information about how the person is experienced by others
Serves to:
Help client see self more objectively (as others see him or her)
Feedback works best when
It is requested or desired
It is concrete
It is positive
If negative, it addresses something changeable or controllable
![Page 38: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/38.jpg)
Example: Feedback
Patient: “Last week I gave almost all of the doses of the medicine”
EAMP: “You have really worked hard to make improvements in giving the medicine. Let’s think about how we can help you so that you can give all of the doses of medicine”
![Page 39: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/39.jpg)
Logical Consequences
Focuses on the logical consequences of a person’s behavior, actions, thoughts, or feelings
Serves to:
Increase awareness of consequences
![Page 40: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/40.jpg)
Example: Logical Consequences
Patient: “It is really hard to start the medicine, and the side effects are really hard for the baby”
EAMP: “If you can make it thorough the first few weeks of taking the medicine than the side effects will get better and the baby will start to improve”
![Page 41: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/41.jpg)
Counseling
The goal of counseling is to help a person tell their story
With effective listening skills you can assist a person in communicating their thoughts and feelings
When you understand where a person is starting from, it is easier to help them reach their goal
![Page 42: Learning to Listen](https://reader033.vdocuments.mx/reader033/viewer/2022061610/568152db550346895dc0f8ef/html5/thumbnails/42.jpg)
Finally:
Keep your ears open!