1
Q
List listening skills
A
- Active and empathic listening
- Attending skills
- Following skills
- Questioning
- Paraphrasing
2
Q
Define listening
A
Process of selecting, attending to, creating meaning from, remembering and responding to verbal and non verbal messages
3
Q
Factors affecting receiver listening ability
A
- Capacity to understand
- Motivation and needs
- Concentration techniques
- Fatigue
- Disposition/mood
- Past experiences
- Prejudgements or inaccurate perceptions
- Stereotypes
- Self-fulfilling prophecies
-First impressions - Implicit theories
- Attribution errors
4
Q
Factors affecting sender listening ability
A
- Status
- Credibility
- Speech rate
- Speech delivery
- Emotional state
- Attractiveness and halo effect
- Meaning/jargon/semantics
- Group membership and stereotypes
- Message
- Wording
- Significance
- Complexity
- Context
- Ventilation
- Background noise
- Seating
- Privacy
- Culture
- Language differences
- Type of relationship
5
Q
Types of non verbal attending skills (SOLER GPA)
A
- Squarely facing- allows listener to be at eye level and indicates involvement
- Open position- everything uncrossed
- Leaning slightly forward- communicates energy and attention
- Eye contact and gaze- demonstrates interest and allows listener to collect facial information
- Relaxed facial expression- should have friendly, relaxed facial expression and adjust to reflect what person is saying
- Gestures- head nods (small to indicate continued attention, large to indicate agreement)
- Proximity- should not be too far from speaker. Degree of physical proximity depends on relationship to other person. Personal is usually 1-2m
- Avoid distractions- actively move away from distractions so other person has full attention
6
Q
Following skills (DIME)
A
- Door openers- invitation to talk and suggests you are ready and willing to listen. May include description of speaker’s body language, verbal invitation and/or attending behaviour
- Infrequent and open questions- open and appropriate questions can encourage speaker to continue
- Minimal encouragers- do not imply agreement or disagreement. Let speaker know they have been heard and listener is with them
- Empathic/attentive silence- silence gives speaker time to think and allows them to set the pace of the conversation
7
Q
Questioning
A
- Critical component, can be problematic when used excessively to serve their own purposes
- When used effectively, can assist speaker to deal with their own problems on their own terms
8
Q
Explain types of questioning (5)
A
- Open vs closed questions- closed restricts choice in response, often begin with a verb. Open allows speakers to explore their thoughts and deal with their own agenda. Often begin with where, when, what or how
- Elaboration questions- gives speaker opportunity to expand on what they have said
- Questions for checking understanding- used when unsure of what speaker is trying to say
- Questions for getting specific detail- can be used when listener would like to request concrete information about the speaker’s issue. Should be essential to understanding, not to satisfy curiosity
- Solution focused questions- used to guide speaker’s thinking to a more problem solving emphasis
9
Q
Paraphrasing- discuss reflecting skills
A
- Reflecting skills used to communicate your understanding of person’s situation from their viewpoint
- Identifying the meaning contained in verbal and non verbal messages and reflecting this back with your own verbal and non verbal behaviour
- Reflecting content (paraphrasing) and feelings
10
Q
How to enhance responding skills by reflecting content
A
- Paraphrase what speaker has said in your own words
- Be concise- succinct so person can maintain train of thought
- Only essential details- be specific
- Be concrete- comment on content of what other person is saying, rather than emotions other person may be expressing
- Use your own words
11
Q
How to enhance empathic responding skills
A
- Respond to other person’s emotion and subjective experience, not just words, Allows person to listen more deeply to their own feelings. Focus areas:
- Feeling words and phrases- reflect on feelings not thoughts. Strength of feelings and existence of multiple/mixed feelings
- Verbal and non verbal messages- can often be inconsistent. Can try to reflect back the mixed message
12
Q
Skills involved in reflecting feelings
A
- Focus on the other person’s main feelings. Try to reflect intensity of feeling
- Statements should be simple
- Use effective verbal and non verbal messages- should attempt to reflect feelings to a degree in their own verbal and non verbal messages
- Reflect feelings and reasons if appropriate. May be appropriate to reflect on the reasons the other person offers for their feelings
- Check your understanding- important to assess accuracy of your reflecting to ensure you share the other person’s view of the situation. May include waiting for a person’s response to a reflecting statement or directly asking
13
Q
Open question advantages
A
- Useful in allowing respondent to express opinions, thoughts, feelings, attitudes and experiences
- Doesn’t require prior knowledge by questioner. Can ask about topics with which they are unfamiliar
- Leaves questioner free to listen and observe
- Respondent may reveal information which questioner hadn’t anticipated
14
Q
Open question disadvantages
A
- Questioner has to pay attention to what is being said in order to indicate interest and attentiveness to respondent in order to encourage disclosure
- May not be appropriate where time is limited or with over-talkative clients
- Answers to open questions may be time consuming and may contain irrelevant or less vital information
- May not be appropriate with individuals of low intellectual ability
15
Q
Closed question advantages
A
- Easy to answer and to get others involved in interaction
- Of particular value in fact finding encounters
- Concise repsonse makes recording and comparison of several individual’s responses easier
- Questions can be prepared in advance to structure interactions as answers can usually be estimated
- Preferred where time is limited and information needs to be gathered
16
Q
Closed question disadvantages
A
- Important information may be missed
- Inaccurate information may be gathered
- Can be stressful for respondent, especially when aware that person asking questions already knows correct answer
- Rapid fire of several questions can be stressful
- Frustrating for respondents who wish to express their thoughts, feelings, experiences, attitudes and opinions
17
Q
Outline when it is important to reflect
A
- You need a better understanding of the message
- Misunderstanding will have serious consequences
- Message is too long and/or contains complex ideas
- When there seems to be emotional distress
- When there are language/cultural differences
- You want the person to know you’re listening
Interpersonal Skills
flashcards
Decks in class (3)
# Cards
