Listening goes beyond just hearing and becomes an active process. At CPI, we often talk about “empathic listening.” This is when we actively try to understand what someone is saying. In Social Services, empathic listening plays a critical role in helping staff establish trust when working with service users of all ages and behavioural types.
When you focus on the person and engage with their message, you move from recognising words to understanding the feelings and motivations behind what is being said.
Empathic listening fosters rapport that keeps Care, Welfare, Safety, and SecuritySM vibrant and sets the stage for problem-solving. Knowing the individuals in your care better helps you to recognise the causes of behaviour and find solutions.
Of course, we’d like to know the right thing to say at any moment to give someone comfort and hope, or to solve the problem. But it’s important to remember that we are only human and we can’t understand and fix everything. What we can do is give our full attention, practise active listening and refine our communication and listening skills. This is all done with the goals of forming deeper connections and improving relationships with service users so we can provide the quality support they deserve.
These seven tips serve as gentle reminders to help you establish your effective empathic listening skills.
1. Empathic Listening is Nonjudgmental
Letting go of your own opinions, and acknowledging the individual’s views, allows you to focus solely on their perspective.This doesn’t mean you need to agree with everything the person says; it’s about letting them know you care. Practising Rational Detachment (the ability to manage your own behaviour and attitude and not take the behaviour of others personally) is a great way to remain nonjudgmental.
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CPI offers a full suite of de-escalation training solutions for Social Care professionals that support child welfare, intellectual development disabilities, juvenile services, mental health, psychiatric hospitals, social services and more.
2. Empathic Listening Gives the Client Undivided Attention
Remove distractions. Ensure you have time to spend with the service user and make sure no computers or other devices are between you and them. Giving your full focus displays respect and an individual is more likely to stay calm when they feel respected.
3. Empathic Listening Focuses on Both Facts and Feelings
Soak in the words and the larger view of the individual. Notice tone of voice, body language and other nonverbal clues to gain insight into their emotions. When collecting facts, go beyond the situation at hand by considering the Precipitating Factors that may have led to the emotions or behaviours you’re witnessing.
4. Empathic Listening Relies on Nonverbal Communication
Think about your posture and nonverbal messages. Intentionally demonstrate supportive body language like eye contact, nodding and other signals as appropriate to reflect your attentiveness without interrupting.
5. Empathic Listening Allows for Silence
When an individual is exhibiting signs of anxious behaviour, your first approach should be to let them know that they’re heard and that you are there for them. Pay attention to the context and quality of the silence before responding. The person might need that time to think about what to say next or to rein in their emotions.
6. Empathic Listening Requires Restating and Paraphrasing
If you speak, refer to the person’s words, ask questions, and clarify comments as needed. Keep that nonjudgmental and respectful tone noted earlier and give the person time to respond.
Remember, there’s no script for empathic listening. Respond based on the needs of the individual, situation, and moment.
7. Empathic Listening is Successful with Consistent Follow-ups
Schedule a timely follow-up with the person you support to see if they have further questions or comments. Consistent check-ins are equally important to ensure there are not any lingering questions or concerns. This allows you to take a proactive approach to addressing any emotions within the individual that could re-escalate if left unchecked.
Additional Resources
Explore our additional resources and our suite of training programmes to help Social Services roles provide quality of care to service users:
