3. Active Listening Skills Flashcards
1
Q
Name the 6 active listening skills?
A
- Open Questions
- Paraphrasing
- Emotional labelling
- Effective Pauses
- I-messages
- Summary
2
Q
What does TEDS stand for?
A
Tell me
Explain to me
Demonstrate
Show me
3
Q
When should you use TEDS?
A
When you are using open questions
4
Q
Who is Paraphrasing best for?
A
Elderly
Confused
ESOL
Liars*
*use with pauses
5
Q
How should you label emotions?
A
Don’t use the real emotion term, use words such as difficult, frustrating or tough
6
Q
What is the best system to use for people who swear?
A
I-messages
7
Q
How would you use an I-message?
A
I’m finding it hard to help you when your swearing
8
Q
What should you use for liars?
A
Effective pauses
9
Q
What’s the benefit of a summary?
A
It helps you go back over the conversation and debrief your brain
10
Q
How long should effective pauses be?
A
2 seconds on the phone
3 seconds face-to-face
