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SOUM BUDDY ACTIVE LISTENINGDarlene Grant CD
Jennifer King PCMO
Linnea Trageser PCMO
ACTIVE LISTENING
People only hear and absorb 25-50% of what is said to them.
Being a good listener takes training and practice
In order to be an effective Soum buddy it is necessary to become a good listener
Active listening is a set of techniques that can be learned, practiced, and utilized in Soum Buddy conversations
STEP ONE - ATTENDING
Attending means you are actively paying attention Look at the speaker directly and make eye
contact. Clear your head of distracting thoughts. Don't be mentally preparing what you will say
next. Avoid being distracted by environmental factors. Pay attention to the speaker's body language. Don’t engage in side conversations
STEP ONE - ATTENDING
Show That You're Listening Use your own body language and gestures to
convey your attention. Nod occasionally. Smile and use other facial expressions. Note your posture and make sure it is open and
inviting. Encourage the speaker to continue with small
verbal comments like yes, and uh huh.
STEP ONE - ATTENDING
How might “attending” be made more difficult for Soum Buddies?
STEP ONE - ATTENDING
What can we still do on the phone?
STEP TWO –FEEDBACK
Our “hearing” is distorted by Our personal filters Our assumptions, Our judgments Our beliefs
Your role as Soum Buddy is to attempt to understand what is being said.
This may require giving and receiving feedback until both parties feel understanding is achieved.
TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK
Asking Questions Closed
Questions that have only a yes or no answer Examples
Open Questions that require the Soum Buddy to give a more
detailed answer Example
Which type is more likely to facilitate understanding?
TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK
Paraphrasing Restate the message you heard
Usually with fewer words Try and get more to the point.
This tests your understanding of what you heard. It communicates that you are trying to
understand what is being said. If you’re successful it indicates that you’re beginning
to understand the basic message. Examples
TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK
Clarifying Brings vague material into sharper focus.
Untangles unclear or wrong listener interpretation. Obtains more information Helps the speaker see other points of view
Can begin with phrases I am confused I am hearing a lot of information Can I get more information about… I’m not sure if I understand
Examples
TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK
Perception Checking Request verification of your perceptions. Check out your assumptions
Can begin with phrases Let me see if I’ve got it straight. I think I hear you saying… It seems as if you feel…
Examples
TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK
Empathy Your personal reflection of content and feelings Shows that you’re understanding the speaker’s
experience Allows the speaker to evaluate his/her feelings
after hearing them expressed by someone else Can begin with the phrase
You feel (state feeling) because (state content) Examples
STEP THREE - SUMMARIZING
Summarizing Organizing and integrating the major aspects of
the dialogue. Gives a sense of movement and accomplishment
in the exchange Can sometimes establish a basis for further
discussion. Can begin with the phrases
I am hearing a major theme You seem to have two main points You keep coming back to a few key issues
Examples
ROLE PLAY
Divide into groups of three Read scenario and role play
One person is speaker One person is listener One person is observer and provides feedback
Try doing this back to back to simulate phone conversation
The listener should try to determine the speaker’s main concern/s The goal is not to be confusing or obstructive to the
listener Once the speaker is comfortable he/she has been
heard change roles New scenario from neighboring group or make one up
Present a scenario to the whole class
THANKS FOR BEING A GOOD SOUM BUDDY