intergrating listening skills revised 10-17

Copyright ©2007 Brooks/Cole, a division of Thomson Learning

Chapter 8

Integrating Listening Skills: How to Conduct a

Well-Formed Interview


Integrating Skill Function Chapter Goals

Review listening skills, foundation of effective interviewing.

Introduce five-stage interviewing structure.

Transition toward intentional competence.


Three Themes

Ivey Taxonomy

Empathic understanding

Five Stages / Dimensions of the interview


Ivey Taxonomy

Discrete skills relevant to relationships and interviewing.

Each skill offers predictable results.

Offers alternative actions with unexpected results.

Requires interviewer flexibility and range of action choices.


Empathic Understanding

Empathic dimensions supplement the microskills.

Enables you to rate the quality and helpfulness of your interventions.

Listening skills, as presented so far, are from the behavioral basis of empathy.


Positive regardRespect and warmthConcretenessImmediacyNonjudgmental attitudeAuthenticity or congruence

Empathic Understanding … But

In addition to empathic understanding, qualitative dimensions are also important.


Five Stage / Dimension Interview Structure

1.Initiating the session

2.Gathering information

3.Mutual goal setting

4.Working

5.Terminating and generalizing learning to daily life


Five Stage / Dimension Interview Structure

Ensures purpose and direction.

Helps define specific outcomes.

Dimensions denote uniqueness of each client and the holistic nature of the interview.

Fits many theories; different interview theories give different emphasis to each of the stages.

The ability to conduct a whole interview with only listening skills may be considered a prime competency of intentional interviewing.


All interviewing is multicultural.

Microskills offer a way to have some predictability of results.

Reliance on predictability of results can be dangerous.

Same skills may have different effects on people with different individual and cultural backgrounds.

Intentional competence requires flexibility to change in the moment with shifting client needs.

Cultural Intentionality Review


All interviewing is multicultural.

Microskills offer a way to have some predictability of results.

Reliance on predictability of results can be dangerous.

Same skills may have different effects on people with different individual and cultural backgrounds.

Intentional competence requires flexibility to change in the moment with shifting client needs.

Cultural Intentionality and Intentional Competence Review


Go beyond intentionality.

Flex, change direction and skills.

Look for new ways to “be” with your client.

Intentional Competence Review

Have more than one alternative action in any given situation.Predict the resulting response from the action chosen.

~

~


Cultural Intentionality

Know and integrate communication styles and relationship experiences of diverse cultural groups into your own personal helping style.Age

Race

Gender

Lifestyle

Ethnicity

Individuality

Sexual Orientation

Religion / Spirituality

Health

Ability

Disability

Development


Review

Basic Listening Sequence


Skills of questioning, encouraging, paraphrasing, reflection of feeling, and summarizing.

Used in many settings to define problems and outcomes.

Is critical in identifying client positive assets and strengths.

Basic Listening Sequence (BLS)


An overall summary of the issue.

The key facts of a situation.

The central emotions and feelings.

Three-Part Goal of BLS

Elicit


Enter the world of the client.

See and experience the client’s world.

Communicate understanding of the world from the client’s perspective.

Empathy and Microskills

Listening carefully allows the counselor to


Interviewer responses are very similar to the client.

Interviewer accurately feeds back to the client.

Accurate use of BLS demonstrates basic empathy.

Three Types of Empathy

1. Basic


Interviewer response may add to the client response.

Addition may link to earlier client response or provide bridge to new perspective.

Skilled use of listening and influencing enables interviewer to become additive.


2. Additive


Interviewer response is distorted, inaccurate, or less than the client’s response.

When this occurs, listening and influencing skills are used inappropriately.


3. Subtractive


Interviewer observes and

chooses a verbal lead (skill) and

responds to client.

Facilitating Client Development 1-2-3 Pattern

3

1 2Client reacts

to counselor’s statement with verbal

and nonverbal behavior.

Again, interviewer observes

and chooses another

verbal lead.


Positive regardRespect and

warmthConcreteness

Empathic Dimensions

Measured on a five-point scale.

Enhance the quality of the interview relationship

ImmediacyNonjudgmental attitude

Authenticity or congruence


Five-Point Scale

12

34

5

Subtractive

Interchangeable

Additive


Selectively attending to positive aspects and responding to the client as a worthy human being.

Positive Regard


Most easily rated from kinesthetic and nonverbal perspective.

Demonstrate by open posture, smiling, and vocal qualities.

Keep your comments congruent with client’s comments.

Respect and Warmth


Seek specific feelings, thoughts, descriptions, and examples of action.

“Could you give me an example of . . .?”

Interviewer responses need to be very specific.

Concreteness

~ The directive~ Feedback~Interpretation


Be in the moment with the client.

Most useful response is generally in the present tense.

Change of tense may speed up or slow down the interview.

Shifting to new tense from client’s constant tense may be useful.

Immediacy


Suspend your own opinions and attitudes.

Assume a value of neutrality.

Expressed through vocal qualities, body language, and neutral statements.

There are no absolutes on how to use non-judgmental attitude.

Interviewers may be challenged by dishonest, violent, sexist and/or racist clients.

Nonjudgmental Attitude


Are you personally real?

Authenticity and congruence are the reverse of discrepancies and mixed messages.

Counselor remains congruent and genuine.

Counselor flexibility responding to the client demonstrates authenticity.

Authenticity or Congruence


Positive

Asset Search

Mutual Goal Setting

What does the client want to happen?

Working

Exploring alternatives…

Terminating

Generalizing and

acting on new stories.

Gathering Data

Drawing out stories / issues

Initiating the SessionRapport & structuring

Figure 8-1, p.228

The circle of interviewing stages

Well-Formed Interview


Building rapport is critical before the client will trust you to help.

Structuring helps the client understand how the interview will proceed.

Your ability to recognize and respect multicultural differences may be essential for the success of your interview.

Initiating the Session


Listen to the client’s story -- find out why the client is present.

The positive asset search is included in this part of the interview. Clients grow from strength.

The word problem may not be a good choice for some clients.

Different cultures may prefer issues, stories, or concerns and to discuss them at a later stage in the interview.

Gathering Data


Don’t assume you and your client have the same goal.

Define explicit goals.

Search for positive assets to help achieve the goal.

Examine the nature of the concern.

Mutual Goal Setting


Open client thought leading to new solutions.

Explore alternatives for action.

Confront client incongruities and conflict.

Restory -- act on new stories.

Working


Role-playing -- practice new behaviors.

Imagery -- imagine future events and behavior.

Behavioral progress notes -- specific and/or subjective reports of occurrence.

Homework -- Counselor assigns weekly tasks.

Family or group counseling -- involve spouses or family members therapy.

Follow-up and support -- periodic checks on behavior maintenance.

Terminating and GeneralizingStrategies for Client Change


Identification and Classification

Identify and classify listening skills.

Identify and define empathy and its accompanying dimensions.

Identify and classify the five stags of structure of the interview.

Discuss issues in diversity relating to these ideas.


Basic Competence

Use listening skills in a real or role-played interview.

Demonstrate the empathic dimensions in a real or role-played interview.

Demonstrate five dimensions of a well-formed interview, real or role-played.


Intentional Competence

Produce predicted results (Ivey Taxonomy) in clients using listening skills.

Express empathy to facilitate client comfort, ease, and emotional expression.

Enable clients to reach objectives of the five-stage interview process.

intergrating listening skills revised 10-17

Business

generalizing learning

listening skills

intentional competence

earlier client response

predictability of results

cultural intentionality

shifting client needs

basic empathy