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Listening Skills WorkshopJoseph N. Rawlings, M.D. M.B.A. Regional Medical
Officer/Psychiatrist United States Department of State
Peer Support
• Crisis intervention services
• Provided by person who are not mental health professionals
• Directed toward individuals with similar key characteristics
When Does It Work?
• Group possesses a unique culture
• Group potentially misunderstood
• Limited ability to trust or share concerns with outsiders
• Good training of peer counselors
Results of Peer Counseling
• Decreased illness, sick-leave
• Fewer serious problems, including suicide
• Improved functioning and performance
Objectives• Improve listening skills!
• Role play exercises
• Brief overview of the basics of listening
Overview
• Hearing vs. listening
• What are listening skills?
• Body language
• Referral, confidentiality
• Practice
Hearing vs. Listening
• Hearing: – the act or process of receiving sounds
• Listening:– Making a conscious effort to hear; attending
closely
Webster’s New World Dictionary, 3rd College Edition.1988
Tips
• ParaphrasingParaphrasing
• ClarificationClarification
• FeedbackFeedback
• Body languageBody language
• SilenceSilence
• LocationLocation
• ReferralReferral
Say Do
Paraphrasing
• Shows your partner that you have heard
• Leads to improved understanding• Allows the partner to hear what is
being heard by others• Gives time to organize your thoughts• Allows clarification
Clarification
• Ask questions about anything you don’t understand
• Clears away some common “filters” used in conversation– “you know how it is…”– “…like we all do.”
Feedback
• Sharing with your partner your reaction to what has been said
• Effective feedback:– Immediate– Honest– Supportive
Body Language
• Eye contact
• Nodding
• Posture
Monitor body language of your partner!
Silence
• Allows time for reflection
• Not all communication is verbal
• Encourages the other person to respond
Location and Time
• Comfort?– For both
• Distraction?– Noise, dogs, phones
• Privacy?– Confidentiality
• Safety?
Listening Skills • Active, not passive • Meaning is not transmitted by the speaker:
– Stimulated in the receiver
• Drifting away? Change position
• Body position defines situation:– Listener or Deflector
CARE: Active Listening
CConcentrate:- focus on the speaker
AAcknowledge- use body language
RRespond- ask questions for clarification and interest
EEmpathize- share emotions and feelings.
Role Playing Topics
1. Possible alcohol problem
2. Anger management
3. Symptoms of depression
4. Relationship dispute
5. Unwanted sexual advances
6. Cultural incompatibility
Five Minute Sessions: Scoring Review
1. Stay on one subject until both understand
2. Avoid assumptions. Denies the benefit of understanding
3. Minimize use: gives the impression that previous statement not important. Consider using:
1. Yes and No, without qualifiers
2. And instead of But
4. Avoid bringing up past issues creates conflict- Stay in the present
5. Interruptions should be limited to need - Open with apology, end with invitation to continue
6. Avoid - Can be misinterpreted
7. Avoid1. Learned defensive reaction. Rarely productive2. “Help me understand…”
Five Minute Sessions: Scoring Review
8. Avoid1. Rarely helpful2. Reevaluate relationship
9. Avoid1. Suggests the other is not worthy of
understanding2. “I respect your position. My view is…”
10.Consider what the other says- Do not need to agree
Five Minute Sessions: Scoring Review
Role Playing Topics
1. Possible alcohol problem
2. Anger management
3. Symptoms of depression
4. Relationship dispute
5. Unwanted sexual advances
6. Cultural incompatibility
Suicide Risk Factors
• Mood disorders (depression or bipolar disorder), psychosis, panic disorder
• Prior suicide attempts• Family history of suicide• Alcoholism and substance abuse or dependence• Chronic medical illness (including chronic pain)• Living alone, male, older• Recent stressor/loss• Intent? Plan? Access to weapons/means?
