Module #3: Active Listening, Reflecting & Summarizing Flashcards
what are 3 active listening skills
- Full presence
2.Non-verbal
communication ( pausing, eye contact etc.) - Self- Awareness
what is the value of reflective listening
Helps the patient feel that the provider is
listening/empathizing
• Allows for greater clarity
should you have more questions or reflections?
• In an encounter, aim for more reflections than
questions
- End with inflection down (it’s not a question)
- Match the patient’s emotional intensity
should you have more questions or reflections?
- In an encounter, aim for more reflections than questions so that it doesnt sound like an interrogation.
- End with inflection down (it’s not a question)
- Match the patient’s emotional intensity
what is a basic reflection? Give an example .
Repeats or rephrases what the patient has said.
pt: “I’ve quit smoking more times than I can count, it goes well for a little while and then something stressful happens and I start up again.
clinician:
“you’ve tried to quit a number of times.”
what is a basic reflection? Give an example .
Repeats or rephrases what the patient has said.
pt: “I’ve quit smoking more times than I can count, it goes well for a little while and then something stressful happens and I start up again.
clinician:
“you’ve tried to quit a number of times.”
what is a paraphrasing or meaning refleciton?
give an example.
Makes a guess at the meaning of what has been said.
pt: “Are you diabetic? Do you
know what it’s like to stick
yourself all the time?”
clinician: “You’re worried that if I’m
not diabetic, I won’t be able
to understand and care for
you.”
what is a paraphrasing or meaning reflection?
give an example.
Makes a guess at the meaning of what has been said.
pt: “Are you diabetic? Do you
know what it’s like to stick
yourself all the time?”
clinician: “You’re worried that if I’m
not diabetic, I won’t be able
to understand and care for
you.”
what is a double sided reflection?
give an example.
Reflects back both sides of the ambivalence- both the “sustain talk” and the “change talk.”
pt:
“I know it helps me to exercise,
but I just hate how I feel when
I get all sweaty.”
clinician:
“The sweating is a big drawback and yet it sounds
like you want to exercise because you know how helpful
it is to you.”
- always start with the sustain talk and end with the change talk t keep the convo going **
what is the value of summarizing
helps the coach remember stuff.
helps the patient know that you listened.
Which of the following defines a basic or simple reflection?
Select one:
a.
Repeats or paraphrases the content of what the client says
b.
Repeats or paraphrases the emotion behind what a client says
c.
Makes a best guess at the meaning behind what a client says
d.
Repeats or paraphrases both sides of the ambivalence that a client expresses
a.
Repeats or paraphrases the content of what the client says
Which type of reflection is being demonstrated in the following: Patient: “I can’t believe that after all the work I put into the meal my son wouldn’t eat it.” Coach: “How frustrating! You tried so hard to create a healthy meal and your son refused it.”
Select one:
a. Double sided reflection
b. Feeling reflection
c. Meaning reflection
d. Basic reflection
b. Feeling reflection
In which of the following situations would it be best to use a summary?
Select one:
a. With a long-winded patient
b. When the patient has just made several important yet distinct points
c. When closing a coaching session
d. All of the above
d. All of the above
___% of communication is non-verbal.
Select one:
a. 60-90%
b. 10-15%
c. 20-40%
d. 50-60%
a. 60-90%
