Fundamental Skills Manual, Chapter 2: Effective Listening

Good communication skills are necessary to build and maintain a positive relationship with the client.  No one wants to open up to someone they're not sure is even listening, and you will not be effective in helping a client if you do not listen carefully to their problems.

Effective listening is not passive, but active.  Active listening involves trying to understand what the client is communicating, then letting them know you understand by accurately reflecting their thoughts and feelings back to them.  Nonverbal cues that you give the client such as eye contact, posture, gestures, etc., also tell your client whether or not you are listening.  You can convey interest in what your client is saying and encourage them to keep talking by giving short verbal prompts such as "uh huh" or "go on."  Asking opened ended questions helps you to understand the client by getting them to elaborate.  Closed ended questions can be useful also if you only need a yes or no answer to clarify something they have said.  Paraphrasing or restating what your client has said in your own words is an effective technique to let your client know you are paying attention, and to make sure you are understanding accurately.  When the client has finished speaking, summarizing what they have said not only conveys that you have heard them, but helps them to see the "big picture" of what they have told you.

The case manager's own emotions and thoughts can get in the way of effective listening, so it is important to be mindful of this fact.  Interrupting, daydreaming, and being judgmental are all examples of ways the case manager could become ineffective in listening.  Once the client feels they are not being listened to, they may "shut down," and progress becomes impeded.

The following article from Psych Central elaborates more on the process and techniques of active listening -  "Become a Better Listener:  Active Listening"

Something to think about:  What technique could a case manager use to maintain active listening if the client's speech is genuinely uninteresting and boring?