Listening and responding Tab 20

What are the two purposes of listening in correctional supervision?

Problem-solving and sizing up the situation.

What does "Sizing Up" mean?

Looking at the big picture by remaining outside the situation and observing.

How can your role change during an interaction with an inmate?

You may shift from identifying a problem to solving the problem.

What is the first step to effective listening?

Concentrate closely on the person speaking

How do you communicate that you are paying attention?

Through eye contact, Attentive Posture, Positioning, Body Language

What should you do with your eyes while listening?

Maintain eye contact

What body posture shows active listening?

Sit or lean forward

Why should keep still while listening?

It shows attentiveness and reduces distractions

Why should you be aware of your facial expressions?

Facial expressions communicate interest, concern, or judgement

How can you verbally encourage a speaker to continue talking?

Use encouragers like "Mm-hmm," "I see," or "Go on."

Why is silence an effective tool?

Gives the speaker time to talk and organize thoughts

When should you remain quiet during a conversation?

To allow speaking room to continue talking

Why should you allow the speaker to be quiet?

To give them time to collect their thoughts

What is paraphrasing?

Capture the speaker’s key words and basic message

What is the purpose of paraphrasing?

To determine and confirm the speakers basic message

How do you paraphrase effectively?

Rephrase the key content in your own words

What should you tell the speaker after paraphrasing?

Tell them what you heard them say

What is reflecting?

Capturing the feelings that accompany the speakers words

What is the first step of reflecting?

Identify speaker’s basic feelings

How do you reflect effectively?

Put the speaker’s emotions into words and reflect them back

3 main listening skills (EXTRA)

• Active Listening

• Paraphrasing

• Reflecting

Key elements of active listening (EXTRA)

• Concentrate

• Eye contact

• Attentive posture

• Verbal encouragers

• Effective silence

What is the difference between paraphrasing and reflecting?

• Paraphrasing = Repeat the message in your own words.

• Reflecting = Repeat the feelings behind the message.

What is LPR?

• L = Listen (focus, eye contact, silence)

• P = Paraphrase (repeat the message)

• R = Reflect (repeat the feelings)