Active Listening
Reflecting in your own words
What is pharaphasing/summerizing?
Eyerolls, lip curves, eyebrow raises.
What are facial expressions?
When the phone rings or too much noise in the area
What are physical distractions/interruptions?
Observations, feelings, needs, requests
What are the four components of NVC?
Introspectors, Seekers, Pleasers, and Awareness
What are the self awareness archetypes?
Understanding how it feels to be in their shoes
What is empathy?
Pointing, waving, holding up your hand.
What are hand gestures?
Acting as if you already know what is said because of someone’s role, or appearance.
What is stereotyping?
Being judgment-free and having a positive outlook on other people’s intentions
What is connecting with compassion?
Autonomy, justice, beneficence, non-maleficence, and fidelity.
What are the core principles of an ethical decision?
Showing interest in the client through verbal/nonverbal communication
What is attending?
Voice volume/pitch, sighs and grunts
What is paralinguistics?
Speaking in a different language
What are cultural differences?
"I feel" instead of placing blame.
What are I-Statements?
Revealing an example of a similar situation to a client
What is self disclosure?