Unit 4 Listening Skills PDF

Unit 4 Listening Skills The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention. Dr. Rachel Naomi Remen Objectives Identify the difference between listen...

Unit 4 Listening Skills The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention. Dr. Rachel Naomi Remen Objectives Identify the difference between listening and hearing. Using guidelines and responses to become a good listener. Implement active listening when communicating with patients.  Introduction Communication Skills LISTENING SPEAKING READING WRITING } T IME S P E N T O N N O T LISTENING 45% SPEAKING 30% % C OMMU N I C A T I N G 30 T IME S P E N T O N C OMMU N I C A T I N G 70 % READING 16% WRITING 9% Hear VS Listen In your opinion, what’s the difference between hearing and listening? Hear VS Listen  vs Focus Voluntary Hear Intentional Active Accidental Involuntary Effortless Passive Listen Hearing refers to the sounds that enter your ears. It is a physical process that, provided you do not have any hearing problems, happens automatically. Listening, however, requires more than that: it requires focus and concentrated effort, both mental and sometimes physical as well. Purpose of Listening To obtain information. To understand. To critically assess what is being said.  To show interest, concern and concentration. To encourage speakers to communicate fully, openly and honestly. To develop a selflessness approach, putting the speaker first. To arrive at a shared and agreed understanding and acceptance of both sides views. Importance of Listening Communication is not complete without effective listening. An attentive listener stimulates better speaking by the speaker. A good listener learns more than an indifferent listener.  A good listener can restructure vague speaking in a way that produces a clearer meaning. A good listener learns to detect prejudices, assumptions and attitudes. How to become a better listener? 1. Wait until you've finished listening before you start talking. 2. Be attentive. FOCUS on the speaker. 3. Listen for main ideas. 4. Ask questions. 5. Give feedback. 6. Listen with accepting attitude.  Principles of Listening REMOVE DISTRACTION STOP TALKING WATCH FOR NON LISTEN TO THE VERBAL IDEAS COMMUNICATION PREPARE YOURSELF TO PUT SPEAKER AT EMPHATIZE LISTEN EASE LISTEN TO THE TONE AVOID PERSONAL PREJUDICE BE PATIENT Barriers to Effective Listening Common Barriers to Listening Types of Ineffective Listening Signs of Ineffective  Listening Types of Ineffective Listening Evaluate Listening Listeners hear everything from their own point of view. Assumptive Listening Listeners make assumptions about the speaker's meaning and intention-usually before the speaker has finished. Self-protective Listening Listeners are so wrapped up in their situation / emotion that they can’t concentrate on anything else. Judgmental Listening Listeners are constantly criticizing what the speakers are saying. Cont. Affirmative Listening Listeners who only “hear” messages in which they agree. Defensive Listening Listener takes everything that is said as personal attack. Authoritative Listening Listeners listen solely in order to advise. Cont. The types of ineffective listening are related to the listener’s attitude. The attitudes may have many causes, such as: Preconceived ideas or bias Previous experiences Having a closed mind Common Physical Barriers to Listening Physical Barrier Noise Poor acoustics Defective mechanical devices Frequent interruption  Uncomfortable seating arrangement Uncomfortable environment Message overload Cont. Physiological Barrier State of health. Disability a hearing disability, accent, language. Wandering attention - human mind can process words at the rate of 500 per minute, whereas a speaker speaks at the rate of 150word per minute. Being unsure of the speakers ability. Personal anxiety. Attitude. Impatience. Emotional block. Signs of Ineffective Listening Lack of eye contact with the speaker An inappropriate posture  Being distracted Inappropriate expression and lack of head nods Having a “faraway” look How they respond Sudden change in topic Jumping with advice Listening Skills Effective Listening Mindful Listening Active Listening Effective Listening The HURIER MODEL is one of the many model that may be useful for effective listening skills. This model was developed by Judi Brownell of Cornell University.  Mindful Listening Everyone’s mind wanders sometimes. With mindful listening, the essential aspect is to notice— and then simply to bring your mind back to the speaker, and your main task: listening. Mindful listening is also a very empathetic process, because it helps you to feel with the other person. This, in turn, will help you to understand them better, and will therefore improve your interpersonal relationships. There are many different approaches and practices that you can use for mindful listening. One of the simplest, but also extremely useful, is the HEAR technique.  Active Listening Active listening involves listening with all senses. Active listening not only means focusing fully on the speaker but also actively showing verbal and non-verbal signs of listening. Active listening is also about patience - pauses and short periods of silence should be accepted. Active listening involves giving the other person time to explore their thoughts and feelings, they should, therefore, be given adequate time for that. Non-Verbal Signs of Active Listening Smile Eye contact Body posture Non-Verbal Signs of Active Listening  Mirroring Avoid distractions Nodding Verbal Signs of Active Listening Positive Reinforcement Elaborate and explain why you are agreeing with a certain point. Casual and frequent use of words and phrases, such as:‘very good’,‘yes’or ‘indeed’ can become irritating to the speaker. Use encouraging words: “I see” “Right” “Uh, huh.” “Tell me more” “I’m interested in what you have to say.” “Let’s talk about it.” Verbal Signs of Active Listening Questioning The listener can demonstrate that they have been paying attention by asking relevant questions and/or making statements that build or help to clarify what the speaker has said. Below are examples of question in order to To ask the purpose, if it is not clear “Why did you say that?” “What were you thinking about when you said give up?” To clarify the relevance “How is what you are saying related to what I asked?” Cont. To get more details “How do you know that is true, regarding chemotherapy treatment?” “How does that compare with what you feel before?” To get more details by repetition “Where did you get your extra medication?” “Which clinic did you go?” “Which doctor did you see before this?” To ask for more information “And what happened after that?” To discover how judgmental and how they evaluate. “How good would you say it is?” “How do you know it is worthless?” To find out how the patient feel “And how did you feel about that?”  Verbal Signs of Active Listening Reflection Reflecting is closely repeating or paraphrasing what the speaker has said in order to show comprehension. Reflecting needs to combine content and feeling to truly reflect the meaning of what the speaker has said. For example: Speaker: I just don't understand my boss. One minute he says one thing and the next minute he says the opposite.” Listener: You feel very confused by him?” Reflecting meaning allows the listener to reflect the speaker's experiences and emotional response to those experiences. It links the content and feeling components of what the speaker has said. Verbal Signs of Active Listening  Clarification Clarifying involves asking questions of the speaker to ensure that the correct message has been received Clarifying involves non-judgmental questioning and summarizing and seeking feedback as to it’s accuracy. Some examples of non-directive clarification-seeking questions are: “I'm not quite sure I understand what you are saying.” “I don't feel clear about the main issue here.” “When you said........ what did you mean?” “Could you repeat...?” Cont. Clarification usually involves the use of open and closed questions which enables the speaker to expand on certain points as necessary. OPEN QUESTION If your role is to assist a speaker to talk about an issue, often the most effective questioning starts with 'when','where','how'or'why'. These questions encourage  speakers to be open and expand on their thoughts. For example: “When did you first start feeling like this?” CLOSED QUESTION Closed questions usually elicit a'yes'or'no'response and do not encourage speakers to be open and expand on their thoughts.Such questions often begin with 'did you?' or 'were you?' For example: “Did you always feel like this?” “Were you aware of feeling this way?” Verbal Signs of Active Listening Take note of key points and name of the speaker. Summarizing Remembering Summarizing involves taking Remembering details, ideas the main points of the and concepts from previous received message and conversations proves that reiterating them in a logical attention was kept and is likely and clear way, giving the to encourage the speaker to speaker chance to correct if continue. necessary.  Situation & Response Situation 1 : A patient was telling a nurse about her feeling upset towards her daughter. She wasn’t happy with her daughter recently. So, below are the nurses responses as a good listener. “What did you do?” “Really, why?” “You are not alone.” “What I hear you saying is …..” “In other words….” “So basically how you felt was …” “What happened was ….” “Sounds like you’re feeling ….” Situation & Response  Situation 2 : A patient will be having an operation and she is so nervous about it. A nurse visiting her bed, and showing concern about the patient’s feelings. “How do you feel about the operation tomorrow?” Situation & Response Situation 3 : A patient will be having a chemotherapy for her breast cancer and she is so worried and stressed about the matter. And she is also thinking about the possibilities after the therapy. She feels that it is like a threat to her. A nurse who visits her is showing concern on her condition. “Why do you think the therapy is a threat to you?”  Situation & Response Situation 4 : A patient complains to a nurse that he is having difficulty in sleeping at night. The nurse listens and try to give a good feedback possible. “Could you give me an example of when you’ve had difficulty in sleeping?” Situation & Response Situation 5 : A patient telling a nurse that his son is always blaming her of not taking enough rest at home. Instead, he often gets angry with her every time she does the house chores that could trigger her back pain. The nurse tries to give feedback the best possible.  “I can see that you didn’t enjoy having to take the blame. I wouldn’t have either.” Self-Checkkahoot.it Thank you!