Active listening skill

• encouragement- a broad range of activities from saying “yes” or “go on” or asking “what happened next?” to non-verbal encouragement such as making eye contact, nodding, orienting your body toward the person and leaning slightly forward. 
 
• paraphrasing-  expresses interest and focuses on the individual and his problem. Repeating the intent or content of what the person has stated is very helpful in making sure that the responder understands the meaning of the words the person is using
 
• reflecting- telling the person how they are being seen or heard such as “You sound very anxious, (angry, etc.)”. Reflecting is giving feedback on the situation such as “You seem so tense right now, what would help you relax while we talk?” 
 
• emotional labeling- helping the person label the emotions that he or she is feeling helps him or her to make sense and gain some control of these emotions. Labeling the emotions also gives the person a chance to clarify and correct the perceptions of the crisis service provider
 
• validating- conveying that it is okay to feel whatever it is the client is feeling and that he or she is not alone, in that given the same circumstances, others might feel the same way. 
 
• reassurance
 
• waiting