Facilitator Guide - EngenderHealth

minutes. The "observer" will facilitate a three-minute feedback session using thefollowing guidelines:• Ask the "speaker": What did the "listener" do well that made you feel "heard"?• Ask the "listener": What elements of effective listening do you think that youdid well? What would you do differently to improve your active listening?2. After each role-play, participants switch roles until everybody has had a chance toplay all three roles.3. Ask the participants to go back to their seats. Facilitate a brief discussion by usingthe following questions:• What did you learn about effective listening when you were playingthe "speaker"?• What did you learn when you playing the "listener"?• What did you learn when you were playing the "observer"?4. Distribute and review the handout, stressing that effective listening is a criticallyimportant counseling skill in establishing a good rapport with a client. We willexplore rapport building in the next session.Facilitator Guide3Key Messages• Effective listening is a primary tool for showing respect andestablishing rapport with the client. When a counselor does notlisten well, it is easy for a client to assume that his or her situationis not important to the counselor, or that he or she as an individualis not important to the counselor. Thus, it is hard to develop thetrust necessary for good counseling if the counselor is not listeningeffectively.• Effective listening is also a key communication skill for counseling.It is important for most efficiently determining what the clientneeds, what the client's real concerns are, what the client alreadyknows about his or her situation, what the client believes aboutwhat he/she can do, and the expectations that the client has.• Listening skills can be improved by:- maintaining eye contact with the speaker (within cultural norms)- being attentive to the speaker (e.g., not doing other tasks at thesame time)- not interrupting- showing interest by nodding, leaning toward the client, smilingAdherence to Treatment for HIV73