1. Pennsylvania System of Care Partnership Active Listening

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3.  What is Communication  Verbal Communication  Non-Verbal Communication  Interpersonal Communication Skills  Active Listening  Reflecting  Clarifying and Clarification 3 Pennsylvania System of Care Partnership

4. Active Listening The act of mindfully attempting to comprehend the meaning of words spoken by another in a conversation or speech. important business communication skill involves attentiveness listener feedback by paraphrasing what has been said by the other party for their confirmation. 4 Pennsylvania System of Care Partnership

5. Communication The act of transferring information from one place/person to another. 5 Pennsylvania System of Care Partnership

6. Verbal Face to face (SKYPE) Telephone Radio Television In person 6 Pennsylvania System of Care Partnership

7. Non-Verbal Body Language Gestures How we dress How we act Scent 7 Pennsylvania System of Care Partnership

8. Written Communication Letters E-mails Books, Magazines Internet Texts 8 Pennsylvania Systems of Care Partnership

9. Graphs, Charts Maps Logos Billboards 9 Pennsylvania System of Care Partnership

10. Interpersonal Communication How we exchange information, through feelings and meaning by verbal and non-verbal messages. Tone -how something is said. 10 Pennsylvania System of Care Partnership

11. Interpersonal Skills Life skills we use everyday to communicate and interact with others, individually and in groups. 11 Pennsylvania System of Care Partnership

12. Active Listening Time and patience Fully Concentrating on ‘What’ Listening and Hearing 12 Pennsylvania System of Care Partnership

13. Signs of Active Listening Facial expressions Body posture Mirroring Distraction 13 Pennsylvania Systems of Care Partnership

14. Verbal Signs  Positive Reinforcement  Remembering  Questioning 14 Pennsylvania System of Care Partnership

15.  Reflection  Clarification  Summarization 15 Pennsylvania System of Care Partnership

16. Active Listening Is an acquired skill Takes time and practice to listen and understand another’s messages Be accepting by remaining neutral and non-judgmental Takes patience 16 Pennsylvania System of Care Partnership

17. Resources www.skillsyouneed.com National Federation of Families for Children’s Mental Health 17 Pennsylvania System of Care Partnership

18. Dianna Brocious Family Involvement Specialist pasocdianna@gmail.com 724-525-0329 Crystal Karenchak Family Involvement Specialist karenchakcm@upmc.edu 717-772-7628 – 412-260-8114 (cell) www.pasocpartnership.org This project, publication/report/ Was developed [in part] under grant number SM061250 from the Substance Abuse and Mental Health Services Administration (SAMHSA), U.S. Department of Health and Human Services (HHS). The views, policies, and opinions expressed are those of the authors and do not necessarily reflect those of SAMHSA or HHS.” Revised 2016 18 Contact Information