29-01-2013, 03:17 PM
Basic Listening Skills
Basic Listening Skills.ppt (Size: 2.33 MB / Downloads: 118)
Focus on Listening
Listen to yourself!
Before you can be an effective listener you have to ensure you are ready to listen.
Assess your mental, physical and emotional states.
Remember you are there to listen!
Many times people in crisis need to talk through their problems, not get advice on how to solve their problems.
If you aren’t sure if the person wants you to “just” listen or give advice ASK them!
Silence and Body Language
Silence isn’t bad!
Don’t always rush to fill in gaps in conversation. These gaps can be important for the individual to gather their thoughts or express themselves emotionally.
Listen with your eyes!
People communicate information through behaviors in addition to what they say.
Pay attention to body language to help understand their feelings.
Problems with Communication
Identify problems you have understanding the person.
If something is preventing you from understanding their concerns, don’t be afraid to bring it out in the open.
Use phrases such as “Help me understand” or “Tell me more”
If in a confrontational conversation, acknowledge the difficulty to get past the impasse.
Boundary Bill of Rights
to be treated with respect
to say NO without feeling guilty
to make a mistake
to ask for what you want and need
to express your feelings and opinions
to change your mind
to feel good about yourself no matter what others say
to act in your own best interest as long as you do not violate others in the process