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Brief responses or sounds that indicate you're present and listening.
Minimal Encouragers
Subject: She's always talking and doesn't pay attention to what I say.
Negotiator: She doesn't listen to you.
What is PARAPHRASING
1.____________________
To ________________ intense emotions.
What is DEFUSE
Establishing appropriate relationship boundaries to maintain mutual _______ and promote ________.
What is RESPECT & TRUST
Questions that require more than a "YES" or "NO" answer.
What is OPEN ENDED QUESTIONS
Negotiator: I feel frustrated when you yell at me because it stops me from listening to you.
What is I MESSAGE
2. _____________________________
What is EMPATHY
To __________________ communication.
What is ESTABLISH
Crisis intervention skills achieve _________ for problem solving.
What is INFLUENCE
Brief follow alongs
What is REFLECTING
Silence immediately before or after saying something meaningful or an opportunity to show that conversation is a turn-taking process.
What is EFFECTIVE PAUSES
3. ______________________________
What is RAPPORT
To ______________ empathy and rapport.
What is DEVELOP
Influence requires _______________.
What IS RESPECT
You sound angry.
What is EMOTIONAL LABELING
Putting the subject's story and feelings into your words.
What is SUMMARY
4. ___________________________
What is INFLUENCE
To ______________ the precipitating event & major concerns.
What is IDENTIFY
Boundary setting may be necessary to ____________ respect.
What is MAINTAIN
Subject: She doesn't pay attention to what I say to her and it makes me angry.
Negotiator: It makes you angry.
What is MIRRORING/REFLECTING
********* DAILY DOUBLE**********
TRUE or FALSE
Tone, demeanor & projected sincerity are more important than any single phrase you may use.
What is TRUE
5. _______________________
What is BEHAVIORAL CHANGE
To ________________ subject to normal functioning level.
What is RETURN
Being ______________ and _____________ are 2 examples of boundary setting.
What are NON JUDGEMENTAL & FRIENDLY
TONE / EFFECTIVE PAUSES / NOT ARGUMENTATIVE
OVERLY TALKATIVE / CONCISE