Statements that help the other person talk.
| Statement |
Purpose |
To do this.... |
Examples |
| Encouraging |
1. To convey interest
2. To encourage the other person to keep talking |
...don't agree or disagree
...use neutral words
...use varying voice intonations |
1. "Can you tell me more...?"
2. |
| Clarifying |
1. To help you clarify what is said
2. To get more information
3. To help the speaker see other ponts of view |
...ask questions
...Restate wrong interpretation to force the speaker to explain further |
1. "When did this happen?"
2. |
| Restating |
1. To show you are listening and understanding what
is being said
2. To check your meaning and interpretation |
...restate basic ideas and facts |
1. "So you would like your parents to trust you
more is that right?"
2. |
| Reflecting |
1. To show that you understand how the person feels |
...reflect the speaker's basic feelings |
1. "You seem very upset."
2. |
| Summarizing |
1. To review progress
2. To pull together important ideas and facts
3. To establish a basis for further discussion |
...restate major ideas expressed including feelings |
1. "These seem to be the key ideas you've expressed..."
2. |
| Validating |
1. To acknowledge the worthiness of the other person |
...acknowledge the value of their issues and feelings
...show appreciation for their efforts and actions |
1. "I appreciate your willingness to resolve this
matter."
2. |
