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Effective Communication
Level I: Analyzing/Interpreting
  • Facilitator - Human behavior expert
  • Facilitator assumes superior position
  • Facilitator connects ideas "hoping/groping" for insight
Level II: Advising/Evaluating
  • Based solely on facilitator's judgments without benefit of client's confirmation/participation
  • Facilitator becomes judge
  • Client takes "evaluation" as criticism
  • "Advice" - tells client what to do
  • Shifts burden or responsibility to facilitator's shoulders
Level III: Reassuring/Supporting
  • False sense of security
  • Facilitator tells client he or she "should not feel that way"
  • Generalizations/Cliches
Level IV: Questions - Open vs. Closed
  • Facilitator asks too many questions
  • Inappropriate questions show lack of attentiveness
  • "Why" questions lack sensitivity
  • Sets up why/because phenomenon
  • Outcome is 50/50 depending on type of question asked
  • Avoids Yes/No responses
  • Person-centered, open-ended questions draw a response
Level V: Clarifying/Summarizing
  • Clarify: Restate in different words
  • Summarize: Brief condensing statement
  • Used by facilitator to verify listening
  • Shows client that facilitator is trying to understand what is being said
Level VI: Reflecting Feelings
  • Requires empathic listening
  • Requires recognition of feelings that accompany behavior
  • Requires feeling vs. content distinction
  • Use feeling words but do not parrot response
  • Use of word "feel" does not always denote the emotion
 
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