Training of Roma Health Mediators in Reproductive Health

Participant document
ACTIVE LISTENING
Active listening is a communication technique used by “helpers” to help people to analyze
and resolve their problems themselves. The “helper”: 1) uses silence and a variety of short
responses, 2) paraphrases what the person says, and 3) poses questions, in order to help the
person reflect on her problem and alternatives, and to find a solution to her own problem.
Active listening communicates acceptance of the person in that the “helper” does not
communicate judgments nor solutions. It facilitates decision-making by the individual.
Active listening is useful in discussions of reproductive health:
Women may have questions, concerns and problems that influence their ability to adopt
healthy reproductive health practices, including using reproductive health services. They
may pose informational questions which in fact represent rumors, beliefs, anxieties or
disagreement with a partner. Active listening is useful to help bring out what may be behind
a woman’s initial statements, questions or responses in order to be able to better respond to
these concerns and to anything that may prevent her from adopting healthy behaviors and
appropriately using reproductive health services.
1. Passive listening
• By learning to tolerate silence, the mediator pays more attention to what the woman
says
• The purpose of passive listening:
o Give responsibility to the woman to explain her concerns, needs, and/or
problems; and to ask questions
o Demonstrate to the woman that the mediator is listening
o Prevent the mediator from imposing her ideas
2. Paraphrasing
• Paraphrasing is the reformulation of what the person said in their own words,
including the mediator’s perception of feelings behind the message (expressed by
tone of voice, facial expression, body language)
• The purpose of paraphrasing:
o To verify the mediator's understanding of what the woman says
o To help the mediator refrain from interrupting the woman and giving advice
o To encourage the woman to continue to explain her problem
3. Open questions
• Open questions are used to help the woman to reflect and to make her own decision.
They serve to:
o Ask for more information/ detail
o Help the woman identify possible alternatives and weigh the pros and cons of
each alternative
o Help the woman reflect on her situation, on her feelings and values, on her
behavior
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RFHI/JSI Romania Training of RHMs in Reproductive Health Session 14: Interpersonal Communication