A03 A & B

1. Effective Listening Skills A03 A & B

2. UP TO SPEED What have we covered so far: • TASK A01- Why service users communicate orally and factors that can inhibit successful communication • TASK A02- skills used to effective communicate and abuse of these skills • TASK A03-How to communicate through effective listening

3. God has given us two ears, but one tongue, to show that we should be swift to hear, but slow to speak.

4. Focus on the Individual • Give them your undivided attention, listen and observe their verbal and physical communications • Turn off or move away from any distractions • Face each other

5. Appropriate Body Language • Being relaxed or calm and not threatening to put the person you are communicating with at ease. • Relaxed shoulders • Nodding • Sitting equally to them not above

6. Maintain eye contact • Looking at the person to show you are listening to them. • Looking away may cause the person to think you are not listening to them • Eye contact allows to observe their body and facial gestures

7. Appropriate Facial Expressions • Show a caring and calm demeanour so the communicator feels at ease • Smiles • Nodding • Not frowning or furrowing brows • No smirking!!!!

8. Allowing Sufficient Time • Let the person finish what they have to say, do not rush or interrupt • Make sure you have time to talk before accepting the conversation

9. Make Encouraging Sounds • Mhmm, yes, aww,- these sounds (when used appropriately) help to assure the communicator that you are listening and understanding)

10. Allowing Pauses • Breaks mid way through a sentence, thought or idea • Sometimes a person may be crying and need a moment to finish her sentence • Sometimes a person may be trying to recal or organize their thoughts of what they are trying to say, allow them the time.

11. Allowing Silences • Breaks between speaking • Sometimes listening actually just means your presence • A person may need some time to work up the courage to speak or to organize their thoughts

12. Reflecting Back • Repeating words, sentences, thoughts or ideas of what the communicator has just spoken to you • Summarising or paraphrasing what the person has said shows that you have listened to what they have told you • It also determines whether you have decoded the message properly and understood what the communicator was trying to tell you

13. 1 minute mini skits • Demonstrate the listening skill you have been assigned by a 1 minute conversation with your partner. • **Good practice for the upcoming role plays in Task 4/5**

14. Task A03 A & B • Pick 4 of the 9 skills Part A- Describe in detail four factors that can have a positive influence on listening. -Give a H&SC example that demonstrates how they would be used in real life Part B- How does each of these 4 factors contribute to effective communication?