All of these skills are ones that I have been trying to work on for the past little while. I find them enormously helpful! They are also usually what I am looking for when there is a conflict that produces an emotional response (it’s important to me that the person tries to listen and validate why I might be upset about a particular action or set of actions), as well as what I am looking for when I need to be supported.
Enjoy!
1. COMPONENTS OF ACTIVE LISTENING
* Active Response: “umhum”, “yeah”.
- lets the person know you are still with them.
*Parotting: restating what the person said.
- person says, “I am really angry.” Response, “You feel angry.” It lets the person know you heard what they said. USE SPARINGLY.
*Paraphrasing: re-wording what the person said.
- Person says, “How could this have happened to me.” You say, “You don’t understand why this happened.” It tells the person that you are listening to them as well as is a way of checking in and making sure your understanding is correct. Offers encouragement for them to continue talking.
*Mirroring: paraphrasing with additional content, names, feelings. Person says, “How could this have happened to me?” Response, “It sounds like you are confused and frustrated by what has happened.” Its a way to check in and make sure your understanding is correct and encourages the person to continue. Adds opportunity to explore and express feelings. People will likely confirm or correct you if the feeling you have offered does not match their experience.
Some examples of mirroring statements:
It seems as if…
I hear you saying…
I get the feeling…
I think I hear you saying…
It feels as though…
What I seem to be hearing…
Sounds to me like…
I wonder if…
Am I right in thinking…
I get the sense that…
You seem to be…
I imagine…
So you’re feeling…
* Open ended questions: cannot respond with a yes or no. It encourages people to explore the feelings and the experience. Avoid why questions because they can be felt as judgemental. Use these for specific purposes and try to stay with the person rather than asking about what interests you. Examples of open ended questions:
What does that feel like?
How would you like things to be?
How are you feeling now?
What do you imagine…
What more can you tell me about that?
What have you thought of?
Where would you like to begin?
What would it be like…
How do you feel about that?
What would you like to do about…
Can you tell me what that means to you?
I’m wondering…
* Close ended questions: a “yes” or “no” response is required. Useful when we need specific information, e.g. for safety or needing medical attention. USE SPARINGLY- people could feel like they are under interrogation. Avoid “should” or “shouldn’t”- they sound judgemental e.g. “You shouldn’t feel guilty about that.” Examples:
Is it ok to talk about this now?
Would you like to explore some options?
Would you like to talk more about it?
2. VALIDATING
Often when people are in distress, they may be confused or overwhelmed by feelings, or perhaps not feeling anything at all when they think they should feel overwhelmed. They may feel conflicting emotions simultaneously or change moods often. They often feel that they are different, crazy or bad. They may feel confused or isolated. Other people may think that they are being too emotional, or not emotional enough, or feeling “wrong” feelings such as hate or rage.
Validation let’s them know that they are not crazy, that their responses are valid and that they are not alone.
Use phrases like these:
“It’s understandable that…” (but not “I understand.”)
“It’s ok that you…”
“It makes sense that you…”
“Many women could relate to that…”
“That is a very common reaction for men (women) who were abused”
“Of course you would feel that way.”
“It’s a perfectly natural reaction to…”
“Many people would feel that way.”
“You have every right to feel…”
Your tone should match you words, and can add emphasis.
There are many different ways to validate people’s experience and feelings, and with time you will develop your own style and find ways to speak to different people’s experience with different words.
3. THE SMALL “O” OF OPTIONS
Why people sometimes do want help with problem solving, they do not generally want advice. People have the need and right to make their own choices; they are experts in their own experience.
Why a small “o”? In our society there is a strong, well-meant tendency to give “good advice.” Many of us believe that we can, and should, do our best to fix other peoples problems. Mostly people want to be believed, validated, listened to, and applauded.
The AHO of Options: ASK the person whether or not they would like to explore options. Get as clear as you can on what exactly they want options for.
HISTORY: what ideas has the person thought of? What have they tried? Listen well- this will help point you in the right direction away from unsucessful attempts.
OFFER: come up with some possible ideas, and listen to the person consider them, one at a time, without pressure. Listen well, as you are likely to learn more about the person’s situation from their responses even to rejected options. This may help you come up with better options. BE MINDFUL OF MARGINALIZATION AND DIFFERENCE. Some ideas may not possible because of disAbility, lack of financial resources, cultural differences, etc. Always check if its something that could work for them.
4. APPLAUSE
This is a way to support people to feel more empowered when they may be feeling disempowered, discouraged, and bad about themselves in different ways. E.g. “Thanks so much for bringing this to my attention!”