3. Setting the Scene
How will you set up your room?
Does the environment encourage or discourage residents
from stopping by and sharing with you?
What do they see when they walk in your room?
What does your room say about you?
4. Non-Verbals: Eye Contact
Good Not So Good
Look at the resident while
they are talking
Maintain appropriate eye
contact
Watch for non-verbal cues
the resident gives
WatchingTV while
resident is talking
to you
Responding to
texts or friends on
Facebook
Focusing on the
resident’s unibrow
instead of their
eyes and the
conversation
5. Non-Verbals: Body Language
Good Not So Good
Sit or stand facing the
resident
If sitting, lean toward them
in your chair
Unfold your arms and legs
(open posture)
Try not to fiddle with
things in your hands
Appropriate expressions to
follow the conversation
(nod, smile, frown, etc.)
Facing your computer,
leaving the resident talking
to your back
Slouching and leaning back
in your chair
Crossing your arms and
legs (closed posture)
6. Non-Verbals: Listening
Good Not So Good
Listen for tone of voice and
speech rate
Listen to understand
Listen for where silence
happens in the
conversation
Check outTEDTalks: Julian
Treasure: 5 ways to listen
better
Listening to words but
missing the affect or
attitude behind the words
Having theTV or music on
in the background
URL for above link:
http://www.ted.com/talks/julian_treasure
_5_ways_to_listen_better.html
7. Verbals: Asking Questions
Good Good, but…
Ask open questions for
explanations:
Who, what, when, where,
why, how, what else
i.e. “What happened?”
Ask closed questions for
specific information:
Do, is, are
i.e. “Were you drinking in
your room tonight?”
Ask one question at a time
Be careful with how you
use why questions: they
often put your listener on
the defensive
8. Verbals: Summarizing & Paraphrasing
Good Good, but…
When resident
finishes, summarize and
repeat back what they said
Shows you were listening
Allows them to hear their
story concisely from an
outside perspective
Allows them to reflect on
what they’ve said and correct
any details you may have
missed
Be careful with your tone:
try to remain neutral and
unbiased in the
conversation
9. Conveyed Messages:
Verbal, Visual & Auditory Cues from Residents
Residents will give you clues to how they are feeling through
their tone of voice, body language , and facial expressions
Sometimes, those clues don’t match their words and the
things they are telling you
Check outTEDTalks: Pamela Meyer:
How to spot a liar
The whole video is good, but for the purposes of
this presentation:
Start at 9:39 min. & watch to 10:30; move to 11:38
min. & watch to 13:01
URL for above link:
http://www.ted.com/talks/pamela_meyer_how_to_spot
_a_liar.html
10. Conveyed Messages:
Verbal, Visual, & Auditory Cues from Residents
Cues you may see from residents:
Resident focusing on the
ceiling, floor, their hands or on
something else in their surroundings
Resident fidgeting or fiddling with
something in their hands
Resident’s facial expressions don’t
match tone of voice or actual content
of conversation
i.e. Student talking about failing a test
with a smile and upbeat tones
When these or others happen…
(hint: go to next slide)
11. Verbals: Confronting
Good Not So Good
Let the resident know
when the things they say
don’t line up with their
body language
“So, you say your day is going
well, but you’re shaking and
visibly upset. What’s going
on?”
“Hey, so, um, you look like
crap.Wanna talk?”
“No no, that’s not gonna
cut it. You told me things
were fine yesterday. What’s
your deal?”
12. And now for something
completely different
If you have questions about this information, bring
them to training.
When you are ready, move on to the quiz!
