Communication 2 Flashcards
What are the 3 goals of counseling
Provide support
Provide information
Help initiate behavior change
What is basic counseling
Listening is not passive. It is important to indicate that the person is being heard
Good counseling skills means listening before acting to solve problems
List the verbal listening skills
Show interest Gather information Encourage speaker to develop ideas Communicate our understanding of ideas Request clarification of understanding Build the therapeutic alliance
Wha is active listening
Active listening by clinician encourages the client to share information by providing verbal and nonverbal expressions of interest
List the active listening skills
Clarifying
Paraphrasing
Reflection of feeling
Summarizing
What is attending
Attending is expressing awareness and interest in what the client is communicating both verbally and non verbally
How does attending help the clinician
Better understand the client through careful observation
How does attending help the client
Relax and feel comfortable
Express their ideas and feelings freely in their own way
Trust the counselor
Take a more active role in their own session
What does proper attending involve
Appropriate eye contact, facial expression
Maintaining a relaxed posture and leaning forward occasionally, usually natural hand and arm movements
Verbally “following” the client, using a variety of brief encouragements such as “uhm-hm” or “yes” or by repeating key words
Observing the clients body language
What are the required listening postures? SOLER
Squarely :adopt a posture that indicates involvement
Open:crossed arms and legs can lessen signs of involvement or availability
Lean forward: indicates greater interest
Eye contact : maintain(culturally) appropriate eye contact
Relax : not fidgety movements or distracting facial movements. Use your body as a vehicle of expression
What’s is not enough?
Looking like you’re listening is not enough
What are some of the ways we can clarify
Ask open questions
-generally start with “what” , “how” , “why” or “could”
Questions serve to:
- father lots of general information
- encourage discussion
What are closed questions
Generally start with “is” “are” or “do”
Serve to:
- gather lots of specific information quickly
- tend to close down discussion
What are encouragers of communication
“Yes I understand” or repeat a word or two of what was said
Serve to:
-encourage further discussion
What is differentiating
Understanding whether:
-is the person is asking for information OR is the person expressing concern ?
What is paraphrasing
Briefly restate the content of the discussion
Reflective listening
- check your understanding
- show that you heard what was said
Acknowledge and accept feelings without judging
How does paraphrasing help the clinician
Verify their perceptions of the clients statements spotlight an issue
How does paraphrasing help the client
Realize that the counselor understands what they are saying
Clarify their remarks
Focus on what is import
What is summarizing
Succinctly pull together ideas from an interview
How does summarizing help
Organize the structure of the interview
Check the accuracy of understanding
Confirms to the patient that you have been listening carefully
How does summarizing help the clinician
Provides focus for the session
Confirms the clients perception
Focus on one issue while acknowledging the existence of others
Terminate a session in a logical way
How does summarizing help the client
Clarify what they mean
Realize that the counselor understands
Have a sense of movement and progress
What is reflection of feelings
Focus on feelings(states and unstated)
Serves to :
Communicate understanding of emotions
When combined with a paraphrase, confirms the accuracy of understanding (check out the other person)
Encourages discussion of feelings
How does reflection of feelings help the clinician
Check whether or not they accurately understand what the client is feeling
Bring out problem areas without the client being pushed or forced
How does reflection of feelings help the client
Realize that the counselor understands what they feel
Increase awareness of their feelings
Learn that feelings and behaviors are connected
What is processing
Is the act of the clinician thinking about his or her observations about the client and what the client has communicated
“Processing” takes place within the clinician, between listening to the client and responding to the client. This includes to the clinicians ability to mentally catalogue data- the clients beliefs, knowledge, attitudes, and expectations- and then categorise factors influencing the clients judgement and performance
What does processing allow the counselor to mentally catalogue t
Clients beliefs , knowledge , attitude and expectations
Information given by his or her family
Counselors observation
What is responding
Is the act of communicating information to the client that includes providing feedback and emotional support, addressing issues of concern, teaching skills
What is expressing empathy
Is the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experiences that of another
What is probing
It is the counselors use of a question to direct the clients attention to explore his or her situation in greater depth
How does probing help the client
Probing helps to focus the clients attention in a feeling, situation or behavior
Probing may encourage the client to elaborate , clarify, or illustrate what he or she has been saying
Probing may enhance the clients awareness and understanding of his or her situation and feeling
Probing directs the client to areas that need attention
What is interpreting
Is the clinicians explanation of the clients issues after observing the clients behavior, listening to the client , and considering other source of information
What are the components of effective interpreting
Determining and restating basic message
Adding ideas for a new frame of reference
Validating these ideas with the client
Non verbal communication in relation to culture and context
Most nonverbal have haibo it’s have multiple meanings
Some nonverbal behaviors have different meanings in different cultures
How to attend to nonverbal communication
Increase awareness of nonverbal communications
Notice body language - a persons stance posture , physical tension
Acknowledge what you observe - be open and candid
Role of silence
Silence can encourage the client to reflect and continue sharing. it can allow the client to experience the power of his or her own words
What are some characteristics of bad listening
Make little eye contact
Makes distracting movements
Faces away from the speaker
Has a closed posture
Interrupts speaker
Does too many other things while listening
Has a flat affect, speaks in a monotone, gives few signals of interest
What can we do influence or change behavior
Directives Reframed and interpretations Advice Feedback Logical consequences
What is a directive
Tells a person what to do
Works beat if clear and concrete
Serves to:
-move a person to take a specific act
Reframing and interpretations
Attempts to replace an old, maladaptive response with a newer, more useful one
Serve to:
- increase insight and understanding
- shift emotional or intellectual response
What is advice
Provides information to help client make a decision. Can be very directive or les so
Serves to:
-share information that would be relevant for a persons decisions, actions, or understanding
Disadvantages of advice
It’s often disempowering
People may say(but not really) that they want advice
What is feedback
Gives information about how person is experienced by others
Serves to:
Help client see self more objectively(as others see him or her)
Feedback works best when
- it is requested or desired
- it is concrete
- it is positive
- if negative, it addresses something changeable or controllable
What are logical consequences
Focuses on the logical consequences of a persons behavior, actions , thoughts , or feelings
Serves to:
-increase awareness of consequences
Why do we need to learn communication skills
The goal of counseling is to help person tell their story
With effective listening skills you can assist a person in communicating their thoughts and feelings
When you understand where a person is starting from, it is easier to help them read their goal
