Copyright ©2007 Brooks/Cole, a division of Thomson Learning Chapter 6 Encouraging, Paraphrasing, and Summarizing: The Skills of Active Listening

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Skill Function Heard what they were saying. Saw their point of view. Felt their world as they experience it. Client knows the interviewer:

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Skill Function Clarify what the client says. Feedback what you hear. Check for accuracy. Help clients talk in detail about issues. Help overly talkative clients speed up, clarify, and stop repeating the same facts and/or stories.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Requires interviewer participation. Hear small changes in thoughts, feelings, behavior. “Walk in the other person’s shoes.” Help the client enlarge and enrich their story.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Gestures, phrases, repetition Shorten, clarify, and feedback other’s comments. Clarify and feedback lengthy and complex discussions. Clarifying Skills Encourage Paraphrase Summarize

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Encouraging Head nods and positive facial expressions Open gestures Minimal verbals – “Ummm” or “Uh-huh” Repeat key words from last statement Silence with appropriate nonverbal behavior

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Encouraging Key word choices lead the client in a variety of directions. Be aware what key words you choose; avoid over directing the client. Excessive gestures and parroting can be annoying and frustrating. Too few encouragers may make the interviewer appear cold and uninterested.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Facilitate client exploration and clarification of issues: Paraphrasing 1.Choose a sentence stem. 2.Use other’s key words and main ideas. 3.Briefly state essence of other’s talk. 4.Check for accuracy.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning “Bill, I hear you saying…” “Joan, sounds like …” “Feels, like the situation is…” 1. Choose a Sentence Stem Sentence stems are optional. Choose appropriate times to call the client by name or use a sentence stem. Examples:

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Use client main ideas. Use exact words used by the client (restatement). Cover only limited amounts of material. 2. Choose Other’s Key Words

Copyright ©2007 Brooks/Cole, a division of Thomson Learning State the essence of “client talk” in summary form. Be succinct, meaningful, and clarifying. Stay true to client’s ideas, but don’t repeat them, exactly. 3. Restate Other’s Talk

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Brief question at the end of a paraphrase. Imply check-out by raising your voice tone at the end of a sentence. Ask for feedback on the accuracy and usefulness of your paraphrase. 4. Check for Accuracy Am I hearing you correctly? Is that close? Have I got that right?

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Encompasses a longer period of time. May cover an entire interview. May cover several interviews plus interval situations. Summarizing – “ like Paraphrasing” But…

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Over a period of time. Attend to client’s verbal and nonverbal comments. Selectively attend to key concepts. Restate key concepts to the client accurately. Check for accuracy at the end. Summarizing

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Skill Identification and Classification Identify and classify encouragers, paraphrases and summaries. Discuss issues in diversity that occur in relation to these skills. Write encouragers, paraphrases, and summaries that might predict what a client will say next.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Basic Competence Use encouragers, paraphrases, and summaries in a role-play. Discuss cultural differences as early in the interview as appropriate. Encourage clients to keep talking with ~ nonverbals. ~ silence. ~ minimal encouragers. ~ repetition of key words.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Intentional Competence Use skills to accurately facilitate client conversation. Use accuracy of response to stop client’s repetition of stories. Direct client conversation toward relevant, important topics. Summarize longer periods and whole interviews with accuracy. Use key words and phrases in native language of bilingual clients.

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Active Listening Teaching Competence Encouraging Paraphrasing Summarizing Individually or in small groups Teach active listening skills