Beach Babble: a Review of the 7 Active Listening Skills · Active Listening A communication...

Beach Babble: a Review of the 7 Active Listening Skills

CIT International Conference 2017

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Active Listening

� A communication technique that a listener uses to show the speaker that they are paying attention and understand the message that is being relayed.

� Clinical evidence and research suggest that it is an effective way to induce behavioral changes in others.

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Why Active Listening?� Empathy

� Understanding

� Retention

� Rapport

� Influence

� Compliance

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Active Listening� Face the speaker

� Nod occasionally

� Maintain eye contact

� Minimize distractions (internal & external)

� Keep an open mind

� Open and inviting posture

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Office Example

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Seven Skills� Reflecting/Mirroring

� Open-Ended Questions

� Minimal Encouragers

� Emotion Labeling

� Paraphrasing

� “I” Messages

� Effective Pauses

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Barriers� Arguing

� Patronizing

� Interrupting

� Moralizing

� Rescue Trap

� Police Jargon

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It’s not about the nail

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SAFER

� Security of Person/Property

� Attacked

� Flight

� Excessive Repetition

� Revised Priorities

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Seven Skills� Reflecting/Mirroring

� Open-Ended Questions

� Minimal Encouragers

� Emotion Labeling

� Paraphrasing

� “I” Messages

� Effective Pauses

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Role Playing� EmotionLabeling

� Turntothepersonnexttoyou

� Onepersonturnbacktopresentation

� Guesstheemotionyouseeontheirface

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Surprised

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Angry

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Fear

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Shame

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Emotional Labeling Switch

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Disgust

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Happy

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Sad

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Flirty

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Summary

� Great to build rapport

� Helps to show compassion

� Helps with de-escalation

� Helps maintain professionalism

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Thanks

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Matthew Tinneymtinney@cabq.gov505-553-2229

Nils Rosenbaum, MDnrosenbaum@cabq.gov

Lawrence Saavedraldsaavedra@cabq.gov