Building Rapport And Active Listening Skills Case Study

Building Rapport and active listening skills
(pt 2)
1. Provide a short response of how the use of each of the elements of active listening assists you to be a more effective support worker. (50 words each) Using active listening assists in being a good support worker as active listening helps our clients feel comfortable each element of active listening plays it own role elements of active listening include being interested, being responsive, keeping on track, testing your understanding, evaluating and being neutral.

Being interested: in active listening it is important that we are investing in what the client is saying. That we are not only listening to what is being said but showing that we are interested. This involves using eye contact

and appropriate expressions in response to what is being mentioned.

Being responsive: not only is it important to look interested but also in active listening it is important to be responsive to what the client is saying it is not always necessary to comment but nodding and saying yes are good ways to affirm the client and show that you are paying attention.

Keeping on track: another important part of active listening is to keep the conversation going in the right direction and not distracting your client with irrelevant tangents. Doing this may result in your client feeling like they were not properly able to express themselves in your session so it’s very important.

Testing your understanding: when talking to clients it is vital that we respond in ways which give us a better understand of the message the client is trying to put forward. A way of doing this is simply clarifying through questions for example “are you saying…..?” “do you mean ?”. this assists in helping to unsure you have received the right message from your client.

Evaluating: the evaluation of a conversation is important this is where as a support worker you decide what you are going to do with the information you have received it is important to always be looking at the big picture when you are talking to someone then collating all the information and responding accordingly this is when you give advice to the client.

Being neutral: as a support worker it is at an at most importance that our clients do not feel judged and feel that you provide a safe environment where they can divulge any information without feeling judged. It is important to keep body language neutral and be professional even if someone comes up that you personally don’t agree with.

2.

Explain how active listening and effective questioning can help support workers to communicate with others. Include an example of how you can demonstrate these techniques. (80-100 words) Written information must: List 6 tips

Active listening and effective questioning supports workers to work in a way that is constructive and leaves clients feeling not only listened to but also understood, and then beyond that helps clients to feel like they received appropriate support from there workers. If we are listening well to a client we will know what support is suitable to that individual. I can demonstrate these techniques professionally by being attentive asking questions that probe only (when necessary) letting the client lead the conversation providing safe place and responding when required.

6 tips for active listening and effective questioning include.
1. Always ask open questions so they your client will give an in-depth response.
2. Show attending skills by nodding and agreeing.
3. Clarify with client they you have received the information correctly “do you mean”?
4. Leave judgment behind before you engaging with a client. Remind yourself that everyone has different beliefs and views. Remain neutral in body language
5. Give verbal feed back ... “I understand” “I

see”.
6. Be okay with silence sometimes its necessary for client to ponder and come to conclusions.

3. Rewrite the following questions so that they are open questions:
a. Are you sick?
How are you feeling?
b. Did you fail your maths exam?
How did you do in your maths exam?
c. Do you like geography?
Which subjects do you enjoy the most?
d. Are you happy with your life?
What are the best things in your life at the moment/what are some difficult areas?
e. Do you want to be a mechanic like your father?
What area of work are you interested in?

4. What is the difference between non-verbal communication and para-language? Provide examples of both.
When we are interpreting body language (non-verbal communication) we are looking at the way someone is holding themselves and reading ques and gathering information from this. For example, we may determine that someone is cross or unengaged if they’re crossing their arms and legs or if someone nods we assume they are in agreeance with us. Para-language however is when we are reading ques not from what someone is saying but how they are saying it in para-language we are observing and interpreting tone, pitch, intonation, volume and pauses for example someone will go tend to go up in pitch at the end of a question to indicate they are anticipating a response.