1. Junior Seminar 38.301 Spring 2015 Andrea C. Mendes

2. Empathetic Listening Empathetic listening also known as: active listening or reflective listening What is empathy? What does it mean to listen??

3. empathy the feeling that you understand and share another person's experiences and emotions : the ability to share someone else's feelings http://www.merriam-webster.com/ www.empathysymbol.com

4. listen to pay attention to someone or something in order to hear what is being said, sung, played, etc. to hear what someone has said and understand that it is serious, important, or true http://www.merriam- webster.com/dictionary/listen

5. Guidelines for Empathetic Listening Be attentive. Be interested. Be alert and not distracted. Create a positive atmosphere through nonverbal behavior. Be a sounding board -- allow the speaker to bounce ideas and feelings off you while assuming a nonjudgmental, non- critical manner. Don't ask a lot of questions. They can give the impression you are "grilling" the speaker. Act like a mirror -- reflect back what you think the speaker is saying and feeling. Don't discount the speaker's feelings by using stock phrases like "It's not that bad," or "You'll feel better tomorrow." Don't let the speaker "hook" you. This can happen if you get angry or upset, allow yourself to get involved in an argument, or pass judgment on the other person. Indicate you are listening by Providing brief, noncommittal acknowledging responses, e.g., "Uh-huh," "I see." Giving nonverbal acknowledgements, e.g., head nodding, facial expressions matching the speaker, open and relaxed body expression, eye contact. Invitations to say more, e.g., "Tell me about it," "I'd like to hear about that." Follow good listening "ground rules:" Don't interrupt. Don't change the subject or move in a new direction. Don't rehearse in your own head. Don't interrogate. Don't teach. Don't give advice. Do reflect back to the speaker what you understand and how you think the speaker feels.[9] Madelyn Burley-Allen

6. Think about it…. Empathetic listening Builds trust Encourages sharing of information Creates a safe environment for solving conflict Are you an empathetic listener?

7. Conflict Resolution (Dr. Michele Fox) Things to consider: Your verbal and non-verbal communication skills Focus on the pertinent issues and avoid blaming Your level of respect for yourself and others Resist labeling patients; recognize cultural differences Your listening skills Work collaboratively so that you can develop a resolution to the issue Staying present in the moment A sense of humor can be good but be sure its appropriate Ask open ended questions So that true concerns can be revealed and a resolution achieved

8. References Salem, Richard. "Empathic Listening." Beyond Intractability. Eds. Guy Burgess and Heidi Burgess. Conflict Information Consortium, University of Colorado, Boulder. Posted: July 2003.http://www.beyondintractability.org/essay/empathic -listening Google images Other web sites as cited