🎯 Module Aim
This module teaches learners how to:
- Listen effectively
- Support someone emotionally
- Build trust
- Use open questions
- Stay safe
- Recognise when to get help
🧠 Why listening is important
Effective listening:
- Helps people feel understood
- Builds trust
- Helps people feel safe
- Encourages people to talk
👉 Many people in distress just need someone to listen.
👂 How to listen well
✔ Give your full attention
- Look at the person
- Be present
- Show you are listening
👉 Avoid distractions where possible.
✔ Let the person talk
- Allow them to speak freely
- Do not interrupt
- Do not rush them
👉 Silence is okay — they may be thinking.
✔ Be patient
- Some people find it hard to talk
- Give them time
- Do not pressure them
✔ Do not talk about yourself
- Keep focus on the person
- Their experience is important
💬 Using open questions
Open questions help people talk more.
Examples:
- “How are you feeling today?”
- “Can you tell me more about that?”
- “What has been happening?”
👉 Open questions cannot be answered with just “yes” or “no”.
🧠 Reflecting and paraphrasing
✔ Paraphrasing
Repeat back what the person said in your own words:
👉 “So you’re feeling overwhelmed and tired?”
This helps check understanding.
✔ Reflecting feelings
👉 “It sounds like this has been really hard for you.”
This shows empathy and understanding.
📝 Checking understanding
You can:
- Check your notes
- Repeat key points
- Ask if you understood correctly
👉 This prevents misunderstandings.
⏸ Respect silence
- Silence can be important
- The person may be thinking
- Do not rush to fill silence
❌ What NOT to do
❌ Do not interrupt
❌ Do not judge
❌ Do not dismiss feelings
❌ Do not give advice too quickly
❌ Do not impose your opinion
❌ Do not rush the person
💖 Building trust
Trust is built by:
✔ Listening
✔ Being patient
✔ Being respectful
✔ Not judging
✔ Giving time
🛑 Safety first
Always think about:
- The person’s safety
- Your safety
👉 If someone may be in danger:
- Get help
- Follow safeguarding procedures
🚨 When to take action
If you are worried someone may:
- Harm themselves
- Be in immediate danger
👉 You must:
- Contact emergency services
- Follow safeguarding policies
📞 Where to signpost for help
You can suggest:
- Mental health crisis services
- Counselling services
- Local support services
- Helplines
👉 Example:
- Samaritans (UK): 116 123
- Black Country Crisis Line: 0345 646 0827
📌 Important message
👉 Sometimes people just need to talk
👉 Sometimes they need help
👉 Your role is to listen and support safely
🧠 Key learning points
✔ Listen without interrupting
✔ Use open questions
✔ Reflect feelings
✔ Respect silence
✔ Stay patient
✔ Do not judge
✔ Get help if needed
📝 Easy Read Activity
Tick the correct answers:
- I should interrupt the person to help them.
- I should listen and let them talk.
- I should judge their feelings.
- I should be patient.
Answers:
✔ 2 and 4 are correct
📄 EASY READ VERSION
👂 How to listen
✔ Let the person talk
✔ Be patient
✔ Do not interrupt
✔ Show you are listening
💬 Good questions
- “How are you feeling?”
- “Can you tell me more?”
❤️ Be kind
✔ Do not judge
✔ Be calm
✔ Be patient
🛑 Safety
👉 If someone is in danger:
Get help straight away
💡 Important message
👉 Listening helps people feel safe
👉 You can help by being kind and calm
🎓 POWERPOINT VERSION (SLIDE OUTLINE)
Slide 1
Title: Listening & Communication Skills
Slide 2
Why listening matters
- Builds trust
- Helps people feel safe
Slide 3
How to listen
- Do not interrupt
- Be patient
- Give time
Slide 4
Open questions
- “How are you feeling?”
- “Tell me more”
Slide 5
Reflect & paraphrase
- Repeat back
- Check understanding
Slide 6
What NOT to do
- Judge
- Interrupt
- Rush
Slide 7
Safety
- Get help if needed
Slide 8
Key message
- Listening helps people
💬 Final note
What you’ve written shows:
👉 Real experience
👉 Strong instinct for empathy
👉 Good understanding of support work
With structure like this, it becomes professional training material that can be used by:
- Trainers
- Teachers
- Support workers
- Community organisations
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