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Chapter 8
Integrating Listening Skills: How to Conduct a
Well-Formed Interview
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Integrating Skill Function Chapter Goals
Review listening skills, foundation of effective interviewing.
Introduce five-stage interviewing structure.
Transition toward intentional competence.
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Three Themes
Ivey Taxonomy
Empathic understanding
Five Stages / Dimensions of the interview
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Ivey Taxonomy
Discrete skills relevant to relationships and interviewing.
Each skill offers predictable results.
Offers alternative actions with unexpected results.
Requires interviewer flexibility and range of action choices.
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Empathic Understanding
Empathic dimensions supplement the microskills.
Enables you to rate the quality and helpfulness of your interventions.
Listening skills, as presented so far, are from the behavioral basis of empathy.
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Positive regardRespect and warmthConcretenessImmediacyNonjudgmental attitudeAuthenticity or congruence
Empathic Understanding … But
In addition to empathic understanding, qualitative dimensions are also important.
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Five Stage / Dimension Interview Structure
1.Initiating the session
2.Gathering information
3.Mutual goal setting
4.Working
5.Terminating and generalizing learning to daily life
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Five Stage / Dimension Interview Structure
Ensures purpose and direction.
Helps define specific outcomes.
Dimensions denote uniqueness of each client and the holistic nature of the interview.
Fits many theories; different interview theories give different emphasis to each of the stages.
The ability to conduct a whole interview with only listening skills may be considered a prime competency of intentional interviewing.
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All interviewing is multicultural.
Microskills offer a way to have some predictability of results.
Reliance on predictability of results can be dangerous.
Same skills may have different effects on people with different individual and cultural backgrounds.
Intentional competence requires flexibility to change in the moment with shifting client needs.
Cultural Intentionality Review
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All interviewing is multicultural.
Microskills offer a way to have some predictability of results.
Reliance on predictability of results can be dangerous.
Same skills may have different effects on people with different individual and cultural backgrounds.
Intentional competence requires flexibility to change in the moment with shifting client needs.
Cultural Intentionality and Intentional Competence Review
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Go beyond intentionality.
Flex, change direction and skills.
Look for new ways to “be” with your client.
Intentional Competence Review
Have more than one alternative action in any given situation.Predict the resulting response from the action chosen.
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Cultural Intentionality
Know and integrate communication styles and relationship experiences of diverse cultural groups into your own personal helping style.Age
Race
Gender
Lifestyle
Ethnicity
Individuality
Sexual Orientation
Religion / Spirituality
Health
Ability
Disability
Development
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Review
Basic Listening Sequence
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Skills of questioning, encouraging, paraphrasing, reflection of feeling, and summarizing.
Used in many settings to define problems and outcomes.
Is critical in identifying client positive assets and strengths.
Basic Listening Sequence (BLS)
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An overall summary of the issue.
The key facts of a situation.
The central emotions and feelings.
Three-Part Goal of BLS
Elicit
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Enter the world of the client.
See and experience the client’s world.
Communicate understanding of the world from the client’s perspective.
Empathy and Microskills
Listening carefully allows the counselor to
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Interviewer responses are very similar to the client.
Interviewer accurately feeds back to the client.
Accurate use of BLS demonstrates basic empathy.
Three Types of Empathy
1. Basic
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Interviewer response may add to the client response.
Addition may link to earlier client response or provide bridge to new perspective.
Skilled use of listening and influencing enables interviewer to become additive.
Three Types of Empathy
2. Additive
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Interviewer response is distorted, inaccurate, or less than the client’s response.
When this occurs, listening and influencing skills are used inappropriately.
Three Types of Empathy
3. Subtractive
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Interviewer observes and
chooses a verbal lead (skill) and
responds to client.
Facilitating Client Development 1-2-3 Pattern
3
1 2Client reacts
to counselor’s statement with verbal
and nonverbal behavior.
Again, interviewer observes
and chooses another
verbal lead.
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Positive regardRespect and
warmthConcreteness
Empathic Dimensions
Measured on a five-point scale.
Enhance the quality of the interview relationship
ImmediacyNonjudgmental attitude
Authenticity or congruence
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Five-Point Scale
12
34
5
Subtractive
Interchangeable
Additive
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Selectively attending to positive aspects and responding to the client as a worthy human being.
Positive Regard
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Most easily rated from kinesthetic and nonverbal perspective.
Demonstrate by open posture, smiling, and vocal qualities.
Keep your comments congruent with client’s comments.
Respect and Warmth
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Seek specific feelings, thoughts, descriptions, and examples of action.
“Could you give me an example of . . .?”
Interviewer responses need to be very specific.
Concreteness
~ The directive~ Feedback~Interpretation
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Be in the moment with the client.
Most useful response is generally in the present tense.
Change of tense may speed up or slow down the interview.
Shifting to new tense from client’s constant tense may be useful.
Immediacy
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Suspend your own opinions and attitudes.
Assume a value of neutrality.
Expressed through vocal qualities, body language, and neutral statements.
There are no absolutes on how to use non-judgmental attitude.
Interviewers may be challenged by dishonest, violent, sexist and/or racist clients.
Nonjudgmental Attitude
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Are you personally real?
Authenticity and congruence are the reverse of discrepancies and mixed messages.
Counselor remains congruent and genuine.
Counselor flexibility responding to the client demonstrates authenticity.
Authenticity or Congruence
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Positive
Asset Search
Mutual Goal Setting
What does the client want to happen?
Working
Exploring alternatives…
Terminating
Generalizing and
acting on new stories.
Gathering Data
Drawing out stories / issues
Initiating the SessionRapport & structuring
Figure 8-1, p.228
The circle of interviewing stages
Well-Formed Interview
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Building rapport is critical before the client will trust you to help.
Structuring helps the client understand how the interview will proceed.
Your ability to recognize and respect multicultural differences may be essential for the success of your interview.
Initiating the Session
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Listen to the client’s story -- find out why the client is present.
The positive asset search is included in this part of the interview. Clients grow from strength.
The word problem may not be a good choice for some clients.
Different cultures may prefer issues, stories, or concerns and to discuss them at a later stage in the interview.
Gathering Data
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Don’t assume you and your client have the same goal.
Define explicit goals.
Search for positive assets to help achieve the goal.
Examine the nature of the concern.
Mutual Goal Setting
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Open client thought leading to new solutions.
Explore alternatives for action.
Confront client incongruities and conflict.
Restory -- act on new stories.
Working
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Role-playing -- practice new behaviors.
Imagery -- imagine future events and behavior.
Behavioral progress notes -- specific and/or subjective reports of occurrence.
Homework -- Counselor assigns weekly tasks.
Family or group counseling -- involve spouses or family members therapy.
Follow-up and support -- periodic checks on behavior maintenance.
Terminating and GeneralizingStrategies for Client Change
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Identification and Classification
Identify and classify listening skills.
Identify and define empathy and its accompanying dimensions.
Identify and classify the five stags of structure of the interview.
Discuss issues in diversity relating to these ideas.
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Basic Competence
Use listening skills in a real or role-played interview.
Demonstrate the empathic dimensions in a real or role-played interview.
Demonstrate five dimensions of a well-formed interview, real or role-played.
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Intentional Competence
Produce predicted results (Ivey Taxonomy) in clients using listening skills.
Express empathy to facilitate client comfort, ease, and emotional expression.
Enable clients to reach objectives of the five-stage interview process.