PT 21103
KEMAHIRAN MENEMUDUGA DAN PEMERHATIAN TAJUK: ATTENDING BEHAVIOR
ATTENDING BEHAVIOR
Major Functions
• Encourages client to talk. • Reduce your own talk-time. Let the clients tell their stories • Help client talk less about destructive or nonproductive topics. • Teaching clients about listening skills
Secondary functions – Communicating to the clients that you are interested in what they are saying. – Increasing your awareness of the client’s pattern of focusing on certain topics.
– Modifying your patterns of attending to establish rapport with each client. – Having some resources when you are lost or confused in the interview.
Introduction : The Basics of listening • Attending behavior concepts were first introduced to helping field by Ivey, Normington, Miller, Morill and Hease (1968). • Cultural variations in microskills usage were first identified by Ivey and Gluckstern in 1974.
• Ability to make contact with another human being through Listening skill and talking as well as by nonverbal means. • Listening – enables client to continue to talk and explore.
• Effective attending behavior essential to develop a trusting relationship with a client • The skill of attending behavior, consists of four central dimensions : – “three V’s + B”
4 ATTENDING BEHAVIOR DIMENSIONS
• • • •
Visually/eye contact Vocal qualities Verbal tracking Attentive and authentic body language.
– The three V’s + B have one goal in common –to reduce interviewer talk-time and provide clients with an opportunity to tell the story concretely & detaily – Enables clients to think about the meaning of their stories.
Visual/eye contact • If you are going to talk to people, look
at them.
• important in listening skill • help interviewer to do observation on clients’ non-verbal • Clients often tend to breaks in eye contact when thinking carefully or discussing topics that particularly distress them.
• Clients avoiding eye contact when the topic is uncomfortable or boring. • Cultural differences in eye contact abound. • European-North American middle class culture – a sign of interest; maintaining eye contact while listening and less while talking.
• Some African Americans in the United States have reverse patterns; look more when talking and slightly less when listening. • Among some traditional Native American and Latin groups, eye contact by the young is a sign of disrespect. • Certain traditional Native American, Inuit, or Aboriginal Australian groups generally avoid eye contact, especially when talking about serious subject (Ivey,2006).
• When a client is uncomfortable talking about a topic, it may at times be better to avoid eye contact. • Interviewer/counselor need to be sensitive with clients’ eye contact.
Vocal Qualities • Voice is an instrument that communicates much of the feeling toward another person or situation. • Change in pitch, volume or speech rate convey the same things that changes in eye contact or body language.
• Different people are likely to respond differently . • Some people find one voice interesting, whereas others find it boring; still others may consider it warm and caring. • Example : accent (French, Pakistani, Australian, Southern U.S) • Avoid stereotyping people because their accents are different from ours.
• Verbal underlining – giving louder volume and increase vocal emphasis to certain words or short phrases. • The key words a person underlines via volume and emphasis are often concepts of particular important. • Awareness of your voice and of the changes in others’ vocal qualities will enhance skill in attending to clients’ stories.
• The timing of vocal changes, as they may indicate comfort or discomfort depending on the client culture. • Speech hesitations and breaks often indicating confusion or stress. • Clearing one’s throat may indicate that words are not coming easily.
Verbal Tracking • Staying with the client’s topic. • Encourage the full elaboration of the narrative. • People change topic when they aren’t comfortable. • Aware with cultural differences.
• In middle-class U.S, direct tracking is most appropriate, but in some Asian cultures such direct verbal follow-up may be consider rude and intrusive. • Selective attention – is a type of verbal tracking that counselors and interviewers need to be especially aware of.
Example: Client: (speaks slowly, seems to be sad and depressed) I’m so fouled up right now. The first term went well and I passed all my courses. But this term, I am really having trouble with chemistry. It’s hard to get around the lab in my wheelchair and I still don’t have a textbook yet. (An angry spark appears in her eyes and she clenches her fist). By the time I go to the bookstore, they were all gone. It takes a long time to get to class because the elevator is on the wrong side of the building for me.
(Looks down at the floor) Almost as bad, my car broke down and I missed two days of school because I couldn’t get there. (The sad look returns to her eyes) In high school. I had a lots of friend, but somehow I just don’t fit it here. It seems that I just sit and study. Some days it doesn’t seem worth the effort.
• There are obviously several different directions in which the interview could go. • You can’t talk about everything at once. • List those several directions. • To which one(s) would you selectively attend?
• Verbal tracking most helpful to the beginning interviewer or to experience who is lost or puzzled about what to say next in response to a client. • Don’t need to introduce a new topic; take whatever the client has said immediate or near past, and direct attention to that through a question or brief comment. • Build on the client’s topic and you will come to know the client very well over time.
Body language • Clients know you are interested in them if you face them squarely and lean slightly forward, have an expressive face and use facilitative, encouraging gestures. • Be aware and respectful to cultural differences. • The anthropologist Edward Hall (Ivey,2006) examined film clips f Native Americans of the Southwest and of European-North Americans and found more than 20 different variations in the way they walked.
• For many North Americans, a comfortable conversational distance is slightly more than arm’s length. • English prefer even greater distances. • Many Latin people often prefer half that distance. • Middle East may talk practically eyeball to eyeball.
• A natural, relaxed body style that is you own is more likely to be effective. • Prepared to adapt and flex according to the individual whom you are talking. • A person may move forward when interested and away when bored or frightened. • Be a real person in a real relationships.
The value of Nonattention • There are times when it is inappropriate to attend to client statements. • Example: Client talk insistently about the same topic over and over again. – Depressed client. – talk about only negative things. – Through failure to maintain eye contact, subtle shifts in body posture, vocal tone and deliberate jumps more positive topics, you can facilitate the interview process. – The most skilled counselor and interviewers use attending skills to open and close client talk, thus making the most effective use of limited time in the interview (Ivey,2006)
The usefulness of silence • Counseling and interviewing are talking profession. • Sometimes the most useful thing to do as a helper is to support client silently. • For a beginning interviewer, silence can be frightening. • When you feel uncomfortable with silence is to look at the client. • If the client appears comfortable, join the silence break. If not use your attending skills.
Summary • • •
Major functions & Secondary functions of attending behavior The Basics of listening (Introduction) 4 dimensions of listening
• •
The value of Non-attention The usefulness of silence.
– Visual/eye contact – Vocal qualities – Verbal tracking – Attentive and authentic body language Goal : reduce interviewer talk-time while providing the client opportunity to examine issues and tell the story.
ATTENDING TO INDIVIDUAL & CULTURAL SENSITIVITY.
• Thank You
