Direct Practice in Social Work, 2e Scott W. Boyle Grafton H. Hull, Jr. Jannah Hurn Mather Larry Lorenzo Smith O. William Farley University of Utah, College of Social Work PowerPoints by Julie Emmer, University of Central Florida This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; Preparation of any derivative work, including the extraction, in whole or in part, of any images; Any rental, lease, or lending of the program. © 2009 Allyn & Bacon

Direct Practice in Social Work In Chapter 4 we will: Develop our skills of empathic listening: Nonverbal listening Learn ways to facilitate the counseling experience © 2009 Allyn & Bacon

The five ways of listening Non listening Pretend listening Selective listening Self focused listening Empathic (other-focused) © 2009 Allyn & Bacon

Nonverbal behaviors in listening Bodily behaviors Eye behavior Facial expressions Voice-related behavior Observable automatic physiological responses Space General appearance © 2009 Allyn & Bacon

Do’s and don’ts of active listening  Maintain appropriate eye contact  Finish the client’s sentences for him  Reflect the overall feeling content through your voice and words  Allow distractions  Follow the basic track of the story  Move straight into solving problems for your client  Demonstrate attentive body language  Jump to conclusions  Use both verbal and nonverbal behaviors to demonstrate interest  Use condescending or disrespectful language  Encourage the client to continue by saying things like “Uh huh” and “Yes I see”  Talk about your own life stories and problems © 2009 Allyn & Bacon

Listening Behaviors and Attitudes Checklist N/A Improve Adequate Excellent 1. Undivided attention not distracted 2. Client’s speech is uninterrupted 3. Non prejudicial, nonjudgmental listening 4. Body behavior, posture, gestures, body movements 5. Eye behavior, eye contact, staring, eye movement 6. Facial expressions congruent with client’s affect: Over expression under expression 7. Vocal behavior volume, intensity, emphasis, pauses 8. Observable physiological responses: Breathing Blushing Tension comfortable 9. Space too close, too far, adequate 10. Tracking: helper’s responses follow client’s statements, summarizes © 2009 Allyn & Bacon

Three fundamental and essential qualities for professionals (Raskin & Rogers 2005) Communicate understanding of: Client feelings Client cognitions Client experiences Genuineness Authenticity Commitment to the client Suspending critical judgment Working to understand the client Showing care and competence © 2009 Allyn & Bacon

Basic skills of empathic listening Paraphrasing Summarizing Clarifying Questioning © 2009 Allyn & Bacon

Paraphrasing Reflects back content, such as what the client was thinking or doing Does not parrot the exact words back © 2009 Allyn & Bacon

Summarizing Takes large amounts of information and conveys back the main points Only used once or twice per session © 2009 Allyn & Bacon

Clarifying Asks for specific information based on content: What did you mean by…? © 2009 Allyn & Bacon

Questioning Ask relevant questions Allow time for response Don’t “interrogate” client by asking questions in rapid succession Use open ended questions instead of closed ended questions Avoid “why” questions © 2009 Allyn & Bacon

Seven Categories of Socratic Questions Memory questions recall a past event Translation questions ask for an explanation of what was meant Interpretation to reveal the connections Application to reveal thinking or actions Analysis uses logic and objectivity Synthesis encourages creative thinking to develop alternatives Evaluation asks the client to judge based on standard © 2009 Allyn & Bacon