Term
| Four simple skills of Active Listening: |
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Definition
Eye Contact
Body posturing
Minimal Encourages
Verbal Following Behavior |
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Term
| Suggestions for maintaing eye contact |
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Definition
-Do Not stare! Avert the eye then blink etc
-Do not "flutter" eyes or blink every second. Also avoid darting eyes... distracting
-Keep cultural differences in mind. Not all cultures appreciate direct eye- contact
-Look frequently at clients if they avoid your gaze |
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Term
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Definition
Maintained a relaxed manner, posturing your body toward the client
Do not fidget with hands and feet- it can be distracting
Avoid Pre
Avoid pre- occupatoin with note taking |
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Term
| Verbal following behavior |
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Definition
repeat one or two key words of the client, the interviewer communicates that he/she is listening
example: Client "abouta week ago my wife left me"
Interviewer: "Left you"? ( Slight questioning tone) |
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Term
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Definition
| Non verbal gestures and/or one or two words to encourage the person to continue talking |
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Term
Minimal Encourages cont.
Non verbal gestures
and verbals |
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Definition
Non-Verbal- Head nods; a-hum; um-hum, hand movements; smile, smile/head nod; half head nod,
Verbals- "Good", "Yes", "o.k.", "wonderful, " I see", "go on" |
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Term
| Road blocks to communication |
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Definition
Ordering "I dont care what anyone tells you! You have to go see that lawyer!"
Warning- "You wont get your medications if you don't attend group regulary
Moralizing/Preaching- You should know that doing that is wrong
Advising/Giving solutions- I suggest you stop seeing this person today
Lecturing- I am going to give you the facts about domestic violence. If this doesnt change your mind , I dont know what will
Blaiming/judging- why would you do that you are the adults so its your fault
Praising/Agreeing- Well, I happen to think you did just fine
Name calling/shaming- you're an idiot to do that or okay smarty do it your way, you'll see
Sympathizing- don't worry things will work out
Probing, interogating-why do you supose you went over there that night
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Term
| Example of a way to respond to feelings |
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Definition
You must feel
You must have felt
It sound like you felt |
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Term
| example of a way respond to content |
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Definition
So, its important you that...
Your really concerned about...
You really need... |
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Term
Close question
and give an example |
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Definition
| Definite answers like where do you live, what meds are you taking etc. |
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Term
| When would you most likely use an open ended question |
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Definition
| When you need the client to express feelings or give detailed information |
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Term
| Four part formula for asking an OPEN ENDED QUESTION |
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Definition
Opener- Can you/ could you
Directives- tell me, share, describe, explain
Add-on/softeners- a little bit more about, a lil bit about,
Object of the question- You husband, childhood, the move, relationship |
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Term
| Reflective Listenig has three purposes |
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Definition
Lets clients know you have heard their concerns and feelings accurately
Creates an oppurtunity for you to correct any misperspeptions
Illustrates you acceptance of where the client is at that moment |
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Term
| Responding to feelings involves two steps |
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Definition
| identifying the feeling and constructing a single statement that includes that feeling |
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Term
| When you are responding to ____ of what clients say, you are doing it to check the accuracy of the information that you believe you heard |
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Definition
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Term
| I-Message contains 4 parts... |
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Definition
1. Your concerns/feelings/observations about the situation
2. A nonblaming description of what you have seen or heard- of the behavior
3. The tangible outcome for you as a result or the possible consequences for the client
4. An invitation to collaborate on a sollution |
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Term
When to use confrontation (i message)
(more detail on pg 182-183) |
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Definition
The client says one thing but does another
The client has one perception of events or circumstance and you have another
The client tells you one thing, but the client's body langauge sendsa very different message
The client purports to Hold Certain Values, but the Client's Behavior Violate those Values
The client has unrealist expectations for you
The client has unrealist expectations for Him or Herself
The client ask for assistance, but actions Indicate the Client is Not interested
The clients behavior is Contradictory |
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Term
| Rules for confrontation (I Message) |
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Definition
Be Matter of fact- Do not become excited or judgemental or petulant
Be Tentative- You come be wrong in your obsevation. For that reason, it is not helpful to present yourself as though you know everything
Focus on Tangible Behavior or Communication- what you can observe don't generalize
Take full responsiblity for you observations- if your observations are incorrect that is perfectly fine, just take responsibility
Always collaborate
Do not accuse the Other person
Do not confront because you are angry
Do not be judgemental
Do Not give the client a solution |
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Term
| What is the main difference betweeb an I Message and You message |
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Definition
| With an I message the problem is yours and the obersrvations are your own a you message puts the problem in the hands of the client |
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Term
| exampe of a good I message |
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Definition
| I find it a bit difficult when you aren't in the day we are popen. Some one has to run back on another to open the food bank for just one person. Maybe we could work something together that would make getting here the day we open easier |
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Term
| anoterh example of I message |
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Definition
| I need to talk with you about something that bothers me. It seems to me that some of your goals are a bit further down the raod. I'm wondering if we could look at some preliminary steps for you to take first to help you get ready |
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Term
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Definition
about something the agency had done
something you have said or done
the client is fearfull
the client feels overwhelmed
exhausted
confused |
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Term
| Why disarming anger is important |
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Definition
Eliminates an obstacle to True Understanding
Show clients you respect their message
enables you to understand the problem
allows you to understand the problem
allows you to practice empathy
focuses work on solving the problem |
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Term
| Number 1 one mistake in disarming anger... |
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Definition
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Term
| Four Step Process to disarming anger |
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Definition
1. Be appreciative
2. Ask for information
3. Find something with which you agree
4. Begin to focus on a solution (should involve callaboration) |
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Term
| What you do not want to do when addressing an Angery client |
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Definition
Do Not become defensive
Do not become sarcastic or facetious
Do not act Superior
Do not Grill the Client |
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