ACTIVE LISTENING

ACTIVE LISTENING

THROUGH...
1. verbal messages
2. voice messages
  1. V.A.P.E.R.
    1. volume
    2. articulation
    3. pitch
    4. emphasis
    5. rate
3. body messages
  1. gaze
  2. eye contact
  3. facial expression
  4. posture
  5. gestures
  6. physical proximity
  7. clothes & grooming
  8. touch messages
    1. what, how, where you touch
    2. how gentle you are
    3. whether you have the other's permission
  9. action messages
    1. when you are not face to face
REWARDS
1. establishes RAPPORT
2. establishes TRUST
  1. "a firm belief in the HONESTY, INTEGRITY and RELIABILITY of another"
  2. bridging differences
  3. helping clients to disclose
  4. helping clients to experience feelings
  5. gathering information
  6. helping clients to assume responsibility
BASIC SKILLS
1. an attitude of respect and acceptance
  1. as a separate, valuable, and unique human being
  2. this doesn't mean you have to agree
    1. but you are secure enough in yourself to respect what they say as their version of reality
2. being fully present
  1. body
  2. thoughts
  3. senses
  4. emotions
  5. being psychologically present
    1. taking down defences to allow client's experience to affect you
    2. accepting client and yourself
3. removing barriers and filters that prevent you hearing
  1. prejudices
  2. unfinished busines
  3. anxiety triggered by clients
  4. professional facade
  5. emotional exhaustion
  6. insufficient admin support
  7. physical barriers
  8. environmental distractions
MEANS...
1. not only understanding a speaker's communications but also showing that you have understood
  1. involves both sending and receiving messages

Próximo

Descrição

Resumo de Recurso

Semelhante

	Criado por wezzbox mais de 11 anos atrás