3.3 Interact with an individual using: a. active listening, b. reflective listening

Qualification: Level 4 Diploma in Adult Care
Unit: Advanced communication skills
Learning outcome: Be able to interact with individuals
Assessment criteria: 3.3 Interact with an individual using: a. active listening, b. reflective listening

  • Active listening
    • being fully focused/concentrated to the speaker
    • being attentive to the listener
    • not being distracted
    • encompasses many skills including eye contact, nodding/saying “mmm” (to demonstrate that you are listening), smiling, positive body language, paraphrasing what they have said (to ensure understanding), clarifying misunderstandings
  • Reflective listening
    • Mirroring or reflecting the feelings of the speaker
    • E.g. having a sad facial expression when they are talking about something sad, laughing when they laugh etc.
    • Demonstrates compassion and empathy
    • Should be natural or will appear to the other person as ‘forced’ and disingenuous

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