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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