Chapter 5: Listening and Empathy (Lessons 7 & 8) Flashcards
_______ is a primary means through which we learn new information.
Listening
Listening demands ______ participation
active
_________ violates the therapeutic relationship
sympathy
What are the 3 main characteristics of listening?
- focused
- voluntary
- intentional
What are the 3 main characteristics of hearing?
- accidental
- involuntary
- effortless
The better you listen, the more you will be ________ to.
listened
Hearing
an automatic brain response to sound that requires no effort
Listening
-a purposeful and focused process that requires motivation and effort
-used to understand the meanings expressed by a speaker
Research suggests we remember less than ___% of what we hear in a conversation
50%
Benefits of Listening
-completing tasks
-learning
-building relationships
-developing accurate self-concept (communicate our identity)
-be better students and more professional
Listening Definition
the learned process of receiving, interpreting, recalling, evaluating, and responding to verbal and nonverbal messages
Active Listening
-giving careful and thoughtful attention and responses to messages received
-uses body language, tone, word choice to help speaker feel heard and understood
The Listening Process
-no defined start and finish
-consists of cognitive, behavioural, affective processes
Cognitive Processes
attending to, understanding, receiving and interpreting contextual and relational messages
Behavioural Processes
responding with verbal/nonverbal feedback
Affective Processes
being motivated to attend to others
What are the essential ingredients to active listening?
-empathy
-respect
-presence
Empathy in Active Listening
-understanding
-being aware
-sensitive to feelings and emotions
How to use empathy in active listening?
“It sounds like you’re feeling _____, is that right?”
Respect in Active Listening
-hearing patient and allowing them to express thoughts without interruption
How to use respect in active listening?
“What do I need to know about you that will help me take care of you?”
Presence in Active Listening
-being attentive to needs
-being in the moment
How to use presence in active listening?
“I’m just going to sit here quietly with you for a moment if that’s okay.”
Listening Stage 1: Receiving
-taking in stimuli through our senses
-physiological; usually auditory and visual channels
Listening Stage 2: Interpreting
-combine visual and auditory information
-try to make meaning
-may be short if understanding is not important
Listening Stage 3: Recalling
-relies partially on memory
-sensory memory, STM, LTM, working memory
How long can STM retain memory for?
20s to 1 min
How long can LTM retain memory for?
may be stored indefinitely
Recall
-an important part of the listening process
Listening Stage 4: Evaluating
-judge credibility, worth
-reading between the lines
Listening Stage 5: Responding
-sending verbal and nonverbal messages that indicate attentiveness and/or understanding
Back-channel Cues
-aka verbal fillers
-verbal and nonverbal signals sent during conversation
-ie. head nod
Paraphrasing
-a responding behaviour that shows you understand what was communicated
-ie. “It seems like you are saying _____ is this correct?”
Discriminative Listening
-focused
-primarily physiological
-occurs mainly at the receiving stage
-scan and monitor surrounding to isolate stimuli
-ie. nonverbals, gestures, facial expression
Informational Listening
-listening to comprehend and retain information
-not evaluative
-common in teaching and learning
-retention and recall are essential components
Critical Listening
-analyzing or evaluating a message based on inferred and verbally presented information
-ie. problem solving
Guidelines for Critical Listening
-listen to the entire message before making a judgement
-listen for evidence
-analyze credibility and possible hidden agendas
-consider speakers nonverbal communication
Sympathy
infers compassion for another person’s situation from your perspective
Empathy
enables you to view another persons situation from their perspective
Empathy requires you to ______ not ______
understand; agree
Comprehensive Listening
-understanding
-where clinical judgement falls under
Empathetic Listening
-understanding the pov of another person and what must be done for them
People-Oriented Listener
-interested in the speaker
-learn how speaker thinks/feels
Action-Oriented Listeners
-primarily interested in finding out what the speaker wants
-aka task-oriented listening
Content-oriented Listeners
-interested in the message
-desire well-developed info with solid explanations and credible evidence
Time-oriented Listeners
-prefer a message that gets to the point quickly
Silent Listening
-occurs when you say nothing
-may be interpreted in various ways
Questioning
-sincere questions, counterfeit question
3 Types of Paraphrasing
- change speakers wording
- offer an example of what you think they are talking about
- reflect on the underlying theme
Empathizing
-shows you identify with what they said
-“I understand how difficult this must be for you”
Supporting
-agreement, offer to help, praise, reassurance, diversion
-make sure you are sincere
-focus on the now
Analyzing
-helps gain alternatives and perspectives
Evaluating
-appraises speakers thoughts or behaviours
-ie. “that makes sense”
Barriers to Listening: Environmental
-lighting
-temperature
-furniture
Physiologic Noise
-pain from illness, injury, stress
Psychological Noise
-moods or arousal
Response Preparation
-our tendency to rehearse what we will say next while the speaker is still talking
Barriers to Listening
-environment
-noise
-lack of listening preparation
-poor messages or speakers
-prejudice
-multitasking
-interrupting
Distorted Listening
-getting the order of the information wrong
Rationalization
-a form of distorted listening
-editing information to fit our existing schemata
