1. W ELCOME TO A PPLIED S KILLS IN H UMAN S ERVICES ! Melissa Neeley mneeley@kaplan.edu 561-247-3596

2. U NIT 4 – L ISTENING & A TTENDING The most important thing in communication is to hear what Isn’t being said. Peter F. Drucker

3. C REATING AN A TMOSPHERE OF A TTENTION Attend through a focused presence Listening is a verb Empathy versus Sympathy Leaving our lives at the door

4. S.O.L.E.R S: Sit squarely O: Open Posture L: Lean forward E: Eye contact R: Relax

5. S OME K EY P OINTS OF E FFECTIVE L ISTENING : Focused attention Listening: verbal and non-verbal Physical Appearance Body Language (Gestures, Posture) Facial Expressions & Eye Contact What doesn’t the client say Paralinguistic cues (how they say what they say) Tone of voice, pitch, rate of speech, signing, etc. Themes

6. D ISCREPANCIES IN C OMMUNICATION What the client said What the client didn’t say Do the verbal and non-verbal cues support each other or conflict? (Metacommunication) Themes (loss, victimization, triumph, oppression, misunderstood, courage, survival)

7. R EMEMBER : C ULTURE IMPACTS C OMMUNICATION ! Eye contact – attentive in one culture, disrespectful in another! Personal bubble of space – too close or too far can be rude! Shaking hands, crossing legs, shoes on or off… all cultural issues! Can you think of any cultural communication expectations that you’re aware of?

8. L ET ’ S I MAGINE … Armand greeted the counselor with a smile and firm handshake. He commented on the ease of finding the office. Sitting directly across from the counselor, Armand adjusted his tie and noted the counselor’s credentials and reading aloud her diploma on the wall. After a brief introduction, the counselor asked Armand what brought him to the office today. Armand frowning, stated that he was sent to counseling as part of his probation. Armand began to tap a foot and rake his fingers through his hair. Armand asked how many sessions would he have to attend and when could he leave today. He then took out his smartphone and brought up the calendar application to show the counselor.

9. I DENTIFY THE N ON -V ERBAL C OMMUNICATION ! Appearance Gestures Facial Expression Actions (Give examples of each) Verbally? Non-verbally What was Armand communicating? How should the Counselor respond?

10. I NTERPRETERS When and why would we use an interpreter? Pros & Cons of using an interpreter? Family member or professional? Confidentiality? Who do I speak to?