SOUM BUDDY ACTIVE LISTENINGDarlene Grant CD

Jennifer King PCMO

Linnea Trageser PCMO

ACTIVE LISTENING

People only hear and absorb 25-50% of what is said to them.

Being a good listener takes training and practice

In order to be an effective Soum buddy it is necessary to become a good listener

Active listening is a set of techniques that can be learned, practiced, and utilized in Soum Buddy conversations

STEP ONE - ATTENDING

Attending means you are actively paying attention Look at the speaker directly and make eye

contact. Clear your head of distracting thoughts. Don't be mentally preparing what you will say

next. Avoid being distracted by environmental factors. Pay attention to the speaker's body language. Don’t engage in side conversations

STEP ONE - ATTENDING

Show That You're Listening Use your own body language and gestures to

convey your attention. Nod occasionally. Smile and use other facial expressions. Note your posture and make sure it is open and

inviting. Encourage the speaker to continue with small

verbal comments like yes, and uh huh.

STEP ONE - ATTENDING

How might “attending” be made more difficult for Soum Buddies?

STEP ONE - ATTENDING

What can we still do on the phone?

STEP TWO –FEEDBACK

Our “hearing” is distorted by Our personal filters Our assumptions, Our judgments Our beliefs

Your role as Soum Buddy is to attempt to understand what is being said.

This may require giving and receiving feedback until both parties feel understanding is achieved.

TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK

Asking Questions Closed

Questions that have only a yes or no answer Examples

Open Questions that require the Soum Buddy to give a more

detailed answer Example

Which type is more likely to facilitate understanding?

TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK

Paraphrasing Restate the message you heard

Usually with fewer words Try and get more to the point.

This tests your understanding of what you heard. It communicates that you are trying to

understand what is being said. If you’re successful it indicates that you’re beginning

to understand the basic message. Examples

TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK

Clarifying Brings vague material into sharper focus.

Untangles unclear or wrong listener interpretation. Obtains more information Helps the speaker see other points of view

Can begin with phrases I am confused I am hearing a lot of information Can I get more information about… I’m not sure if I understand

Examples

TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK

Perception Checking Request verification of your perceptions. Check out your assumptions

Can begin with phrases Let me see if I’ve got it straight. I think I hear you saying… It seems as if you feel…

Examples

TECHNIQUES FOR GIVING AND RECEIVING FEEDBACK

Empathy Your personal reflection of content and feelings Shows that you’re understanding the speaker’s

experience Allows the speaker to evaluate his/her feelings

after hearing them expressed by someone else Can begin with the phrase

You feel (state feeling) because (state content) Examples

STEP THREE - SUMMARIZING

Summarizing Organizing and integrating the major aspects of

the dialogue. Gives a sense of movement and accomplishment

in the exchange Can sometimes establish a basis for further

discussion. Can begin with the phrases

I am hearing a major theme You seem to have two main points You keep coming back to a few key issues

Examples

ROLE PLAY

Divide into groups of three Read scenario and role play

One person is speaker One person is listener One person is observer and provides feedback

Try doing this back to back to simulate phone conversation

The listener should try to determine the speaker’s main concern/s The goal is not to be confusing or obstructive to the

listener Once the speaker is comfortable he/she has been

heard change roles New scenario from neighboring group or make one up

Present a scenario to the whole class

THANKS FOR BEING A GOOD SOUM BUDDY