Active Listening and Empathy
Objectives
- Use active listening techniques
- Show empathy professionally
- Paraphrase client concerns
Explanation
Active listening: let the client speak, use short responses ('I see', 'I understand'), and paraphrase: 'So what you're saying is…'. Show empathy without giving false hope: 'I understand this is stressful. Let's look at your options.' Avoid judging or interrupting.
to paraphrase
To repeat an idea in different words.
“Let me paraphrase to check I understand.”
empathy
Understanding others' feelings.
“Show empathy in difficult cases.”
concern
A worry.
“What is your main concern?”
to reassure
To make someone feel less worried.
“I want to reassure you that we have options.”
expectation
What someone believes will happen.
“Let's manage expectations.”
Flashcards
Match terms and definitions
to paraphrase
empathy
concern
to reassure
expectation
Complete the sentences
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