PSYU2222 Lecture 2: Interpersonal Skills

What are interpersonal skills in health contexts used for?

To build rapport, foster trust, gather information, and assist with problem-solving in structured settings like counselling, coaching, and interviews.

What is the primary goal of interpersonal communication in therapy or support contexts?

Facilitate understanding, emotional support, and effective collaborative dialogue.

Key interpersonal skills include...?

Attending, active listening, empathy, questioning, reflecting, summarising, referring, and closing.

What should be included when opening a session or interview?

• Warm greeting and eye contact

• Name, role, purpose clarification

• Rapport building with open body language

• Session structure, timeframe, and confidentiality

Why is it important to clarify confidentiality?

It builds trust and sets ethical boundaries, especially in therapy or coaching.

What does active listening involve?

Intentional focus, verbal and non-verbal cues, paraphrasing, summarising, and reflecting content and feelings.

What is the SOLER framework?

• S: Sit squarely

• O: Open posture

• L: Lean forward

• E: Eye contact

• R: Relaxed

What is verbal tracking?

Following the client's story without shifting topics, paraphrasing their points.

What are common barriers to active listening?

• Distraction

• Emotional filtering

• Biases and assumptions

• Fatigue

• Language barriers

What is empathy in communication?

Understanding and reflecting the client’s experience without judgement.

Skills required for empathy?

• Listening without interruption

• Use of empathic language (e.g., “You seem really frustrated…”)

• Genuineness and sincerity

• Avoiding assumptions and personal biases

What should be avoided in empathy?

• Pretending to understand

• Rushing to advice

• Clichés and sympathy

• Excessive personal disclosure

What’s the purpose of questioning in an interview?

To expand understanding, explore deeper issues, and clarify meaning.

Difference between open and closed questions?

• Open: Begin with what, how, could, would – invite elaboration.

• Closed: Yield short answers (yes/no) – used sparingly.

What are probing questions used for?

To clarify or explore confusing or emotionally charged topics.

What is reflecting?

Repeating or paraphrasing what a client says, focusing on thoughts or feelings.

What is paraphrasing?

• Sentence stem using client’s name

• Key words

• Clarify in your own words

• Check for accuracy (“Did I get that right?”)

Purpose of summarising in a session?

• Organise thoughts

• Highlight key insights

• Reaffirm progress

• Prepare for closure

What is the role of silence in a session?

Allows reflection, shows comfort with emotion, promotes deeper processing.

When should referrals be made?

When client needs exceed your role or expertise, with reassurance and care.

What are effective steps to close a session?

• Summarise key insights

• Clarify next steps

• Provide encouragement

• Invite final thoughts

• Set next appointment

What issue does the article address?

Lack of multilingual sensitivity in psychotherapy and inadequate training for working with multilingual clients.

What emotional effect can language switching have?

Influences emotional expression and trauma processing—may bring closeness or distance depending on language.

What is code-switching?

Switching between languages during emotionally intense topics.

What are the 3 training programs outlined in the reading?

• Working with multilingual clients

• Working with interpreters

• Culturally and linguistically sensitive supervision

Key aims of Working with multilingual clients?

• Recognise multilingualism's role in identity

• Use language as a therapeutic tool

• Address therapists’ anxieties

Key aims of Working with interpreters?

• Manage therapist–interpreter–client dynamic

• Reduce power imbalance

• Build collaboration and trust

Key aims of Culturally and linguistically sensitive supervision?

• Reflect on race, privilege, and language

• Improve supervision practices

• Address bias and encourage self-awareness

How did training improve core therapy skills?

• Empathy: Language as insight into lived experience

• Awareness: Fewer assumptions about identity

• Curiosity: Exploration of cultural/linguistic difference

• Authenticity: Greater confidence, therapist openness

What was the overall impact of the training?

• ↑ Therapist confidence (4-point rise on 10-point scale)

• ↑ Patient engagement and satisfaction

• Long-term integration of multilingual approaches in supervision