M2: Active Listening Flashcards
structured form of listening and responding that focuses attention on the speaker
Active listening
Seven Key Active Listening Skills
(SCRAAAP)
- Attentive
- Ask open ended question
- Ask probing question
- Clarify
- Paraphrase
- Reflect
- Summarize
He is the proponent of “reflective listening” and Pioneered (client-centered) therapy
Carl Rogers
He is the proponent of “active listening”. He renamed Rogers’ term from reflective listening to active listening
Richard Parson
He is the proponent of “parent effectiveness training” (PET)
Thomas Gordon
What the words literally mean
Connotative meaning of words
Words or terminologies (may make sense to a certain group) of people but not to others
Idiosyncratic use of language
(Figurative language) varies depending on place of origin and culture.
Figures of speech
2 outward expression of emotions
o Bending forward shows interest.
o Bending away shows indifference
3 actions of patients that a physician could see
→ Posture
→ Gestures
→ Facial expressions
Filtering heard messages Focusing on important ones
ATTENDING
Assigning meaning to a message. Putting a level of importance to what is being said
UNDERSTANDING
5 Types of (understanding)
→ Urgent → Necessary → Urgent and necessary → Urgent but not necessary → Not urgent but necessary
feelings evoked from patient to doctor
Transference
feelings evoked from doctor to patient
Counter-transference
Noting what is omitted
COMPARING
3 Dissonances between modes of expression
→ What was seen vs what was heard
→ Previous condition vs past condition
→ Hesitance about certain topics
Attending to one’s own internal reaction Listening to own self and Being aware of one’s reactions
Intuitive
Thinking it all through outside the immediate pressure to respond during the interview. Reflecting on high points of interview or dissonances. Reviewing which questions were not asked
REFLECTING
causes misinterpretations or
misunderstandings in communication
Refractors
7 Kinds of refractors
(CLASPPP)
- Linguistic
- Physiological
- Psychological
- Physical
- Attitudinal
- Systematic
- Cultural
Linguistic refractors
(JAAIL) • Language differences • Jargon • Abbreviations • Accents • Inarticulate people
Physiological refractors
- Hearing difficulties
- Difficulty in articulation
- Difficult physiologic state
- Sickness
Psychological refractors
- Emotional blocks
* Preoccupation
Physical refractors
- Disease
- Lighting
- Noise
- Room temperature
Attitudinal refractors
- Defensiveness
- Stereotyping
- Hidden agenda
- Self-esteem issues
- Lack of interest
- Irrelevance
- Charisma
Systematic refractors
- Relationship and status
* Unclear roles
Cultural refractors
- Personal space
- Taboos
- Differences in perception and viewpoints
WHAT TO DO WITH REFRACTORS
- Be aware of them.
- Work on them beforehand.
- Limit them.
- Acknowledge them
TIPS FOR EFFECTIVE LISTENING (G2K)
- Focus fully
- Show interest
- Avoid interrupting
- Be open-minded
- Check your voice tone.
- Provide positive reinforcement.
- Provide effective feedback.
A form of listening where one is to learn, understand, and comprehend
Comprehensive Listening
A form of listening where one is paying special attention to the way the other person is feeling by putting yourself in their shoes.
Empathetic Listening
Hearing as listening process involves being aware of all of the 5 following
- Connotative meaning of words
- idiosyncratic use of language
- Figures of speech
- Voice tone
- Stream of association
Charisma may be a refractor in communication because
it makes the recipient less critical of the message
listening processes takes place outside of the actual interview
Reflecting
Listening involves:
hearing but not seeing the partner in communication
On her first consult with the doctor, the patient declares that she does not
like him. what possible transference illustrates this?
Counter transference
