Lect 4 Communication skills for trauma Counsellors.ppt

7/30/2019 Lect 4 Communication skills for trauma Counsellors.ppt

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Effective Communication Skills

Adapted from:

Egan, G. (1998).The Skilled Helper: AProblem-Management Approach to

Helping. Pacific Grove, California:Brooks/Cole Publishing Company.

2


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Attending Listening

Understanding

Effective Communication

Skills


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Attending = Behaviors+ Beliefs+ Attitudes

BehaviorEmotional, mental & physical messages

transmitted verbally and nonverbally

Beliefs

Unconscious ideals, goals, logic & values

expressed by thoughts, feelings, andbehaviors

Attitudes : Towards self and others


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Self-Limiting Beliefs

Being liked and loved

Being a victim

Avoiding

oppression of the past Passivity

Being competent

Having ones way Being hurt

Being in danger

Being problem free


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Good Listening

Safe Environment

Discerning nonverbal and verbal cues

Non judgemental yet knowledgeable Connecting and remembering themes


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ROLESRelaxed = inner peace

Open posture = arms +

legs uncrossedLean = towards client

Eye contact = withoutstaring

Squarely=feet &

shoulders aligned with

Relaxed conveysconfidence

Open posture conveys

non-defensivenessLean conveysattentiveness

Eye contact conveysinterest

Squarely conveysavailability


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Nonverbal Behaviors Convey Their

True Feelings

Nonverbal actions communicate

more than words.

Facial expressions such assmiles or clenched jaw

Voice quality such as tone,

level, or rapid speech Physiological responses such as

rapid breathing or blushing

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Nonverbal Behaviors Cont

Body motions such as posture andgesture

Physical traits such as weight or

complexion

General appearance such as

grooming and dress


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Verbal Communication

Experiences: what happened to him?

Behavior: what she does or refrains

from doing? Affect: feelings and emotions that

result from his/her experiences and

behaviours


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Questions Counsellors Can Ask

Themselves

What are my attitudes towards my

clients?

What attitudes am I expressing in my

verbal & nonverbal behaviour?


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"Empathy is the counselor's ability to sense the

client's world the way the client does and to

convey that understanding." Frank A. Nugent "Empathy is the skill of reflecting back to

another person the emotions he or she is

expressing so that he or she feels heard andunderstood." opendoors.Com

Empathy involves listening to clients,

understanding them . .. ... and communicating

this understanding to them so that they might

understand themselves more fully and act of

their understanding. Eagan (1994)


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The Definition of Basic Empathy

The ability to correctly understandanother person

The ability to communicate your

understanding

Perceiving and Communicating


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The Purpose of Basic EmpathyBuild Trust

Empathy is thus the ability to recognizeand acknowledge the feelings of another

person without experiencing those same

emotions.It is an attempt to understand the

world of the client by temporarily

stepping into his or her shoes.This understanding of the client's world

must then be shared with the client in

either a verbal or non-verbal way.


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1. Reading Assignment:

Counselors, How To Show Empathy: 3

Steps & 1 Formula

2. What are the Skills Involved InCommunicating Empathy?


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Basic Empathy Formula

You feel ________ because ________.

here indicate

the correctemotion expressedby your client

here indicate

the correctexperiences andbehaviours thatshaped the feelings


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Empathic Responses

You feel worried becauseif anyone found

out your supervisor touched you, your

family would be shamed.

You feel betrayed because your friend told

someone else about your situation.


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Questioning Strategies

Open-ended questions Less likely to receive a yes or no answer.

Can you tell me more about _____?

Please tell me more about _____?

Closed-ended questions

Directive question

Obtain specific information

Few answering options

Do you like _____?


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Questioning Strategies

Leading Questions

How do you think your parents are going to

feel when they find out you are your boyfriend

is a foreigner (or different religion?)

Choice Questions

When your client does not respond, denies knowing

answer, or is in shock.

Hypothetical Questions

Introduce a situation that your client may beexperiencing but uncomfortable discussing.


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Reflection

Paraphrase

Reassures your client that you are listening

It seems that you are afraid your filingSexual Harassment charges will hurt

your family.

Facilitation

Verbal/nonverbal cues

Encourages your clients to keep talking

Nodding, leaning forward: yes


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Silence

Allows your client to think or cry

Reassure her that you are ready to listenConfrontation

Face issue in direct but respectful way

I understand you want to protect your familys

reputation. But I wonder who is protecting you?

Clarification

Get details

Pt I feel so bad about myself

Helper: You say you feel bad. What is it that you

feel badabout?


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Interpretation

Make statement about behaviour orthinking of which client may be unaware

Listen to underlying themes

It seems that because no one realized youexperienced a traumatic event, you arebeing blamed for not being able to finishyour work like you used to do.

S i


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Summation

Name the pattern or theme that is emerging

It seems like you have had a lot of betrayal in yourlife. First, by your father when he molested you,

and then, by your mother when she did not believe

you.

Explanation

Explain intervention in understandable language

After the interview, the doctor is going to examine

you to find out if you have any problems that needmedical attention. Are there any questions aboutthe medical examination that you would like to ask

me?


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Transition

Shift to another topic

Youve told me a great deal about your

family.

Id also like to hear about you.

Self-revelation

Limited, discreet, self-disclosure

I understand how torn you feel, because I felt

the same way when my sister asked me to

promise not to tell what happened to her.


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Positive reinforcement

Allows your client to feel comfortable

sharing his secrets.

You showed a lot of courage when you tried

to stop the fight.

Reassurance

Leads to trust and compliance

Empathic responseI cant promise the medical exam wont

hurt, but I can promise to stay with you the

wholetime.


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Remember


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The Definition of Probing

and Summarizing

Probes are statements, requests, questions,

single words, phrases, or nonverbalprompts.

Summarizing is the art of naming the core

issues and themes.

h f bi d i i


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The Purpose of Probing and Summarizing

Probes help your client explore his core issues

more fully. Summarizing helps both you and your colleague

to stay focused on core issues that can make a

difference. Achieve clarity in defining the problem clearly

enough to form an achievable action plan.

I understand you feel your family betrayed you,but Im still unclear about what actually

happened.


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Use Probes to:

Fill in missing pieces of the picture.


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Use Probes to:

Get a balanced view ofproblem situations.

U P b t


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Use Probes to:

Re-evaluate an action plan asthe consequences of newbehaviours become known.

55

Use Probes to


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Use Probes to:

Recognize unused opportunities

I am wondering how the offer from your SectionChief to transfer you to another Unit influences

your decision to not report your supervisor for

Sexual Harassment?

Help your client ask himself;Whats going on?

and to make his/her own judgements about theconsequences of her behaviour.

So you started drinking to relax. Does it still

relax you?

S ti f th U f P b


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Suggestions for the Use of Probes

Keep in mind the goals of probing.

Use a mix of probing statements, open-endedquestions, and interjections.

Follow up a probe with basic empathy rather than

another probe. Do not engage your client in question and-answer

sessions.

Use mixture ofempathy and probing to help yourclient clarify problems, identify blind spots, develop

new scenarios, search for action strategies,

formulate plans, and review outcomes of action.

Th Mi l Q ti


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The Miracle Question

If you had to ask yourself one question right

now about all of this, what would it be?

If a miracle happened and your husband had

never divorced you, what would be different

about your life? How would you know this

miracle had occurred?

If you had the kind of

relationship with your father that

you wanted, what would it look like?


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When to Summarize cont


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When to Summarize cont.

When your colleague gets stuck, pulling

together jumbled thoughts may help

behaviour patterns become clear.

Even though the situations are different, the

way you recently resolved the problem of your

boyfriend pressuring you to have unprotected

sex and the way you handled your past

problem at work seem similar.


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Thank You

Lect 4 Communication skills for trauma Counsellors.ppt

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