listening skills workshop joseph n. rawlings, m.d. m.b.a. regional medical officer/psychiatrist...
TRANSCRIPT
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Listening Skills WorkshopJoseph N. Rawlings, M.D. M.B.A. Regional Medical
Officer/Psychiatrist United States Department of State
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Peer Support
• Crisis intervention services
• Provided by person who are not mental health professionals
• Directed toward individuals with similar key characteristics
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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
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Results of Peer Counseling
• Decreased illness, sick-leave
• Fewer serious problems, including suicide
• Improved functioning and performance
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Objectives• Improve listening skills!
• Role play exercises
• Brief overview of the basics of listening
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Overview
• Hearing vs. listening
• What are listening skills?
• Body language
• Referral, confidentiality
• Practice
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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
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Tips
• ParaphrasingParaphrasing
• ClarificationClarification
• FeedbackFeedback
• Body languageBody language
• SilenceSilence
• LocationLocation
• ReferralReferral
Say Do
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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
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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.”
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Feedback
• Sharing with your partner your reaction to what has been said
• Effective feedback:– Immediate– Honest– Supportive
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Body Language
• Eye contact
• Nodding
• Posture
Monitor body language of your partner!
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Silence
• Allows time for reflection
• Not all communication is verbal
• Encourages the other person to respond
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Location and Time
• Comfort?– For both
• Distraction?– Noise, dogs, phones
• Privacy?– Confidentiality
• Safety?
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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
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CARE: Active Listening
CConcentrate:- focus on the speaker
AAcknowledge- use body language
RRespond- ask questions for clarification and interest
EEmpathize- share emotions and feelings.
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Role Playing Topics
1. Possible alcohol problem
2. Anger management
3. Symptoms of depression
4. Relationship dispute
5. Unwanted sexual advances
6. Cultural incompatibility
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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
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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
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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
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Role Playing Topics
1. Possible alcohol problem
2. Anger management
3. Symptoms of depression
4. Relationship dispute
5. Unwanted sexual advances
6. Cultural incompatibility
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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?