Crisis Intervention: Using Active Listening Skills in Negotiations

1997 ◽  
Author(s):  
Gary W. Noesner ◽  
Mike Webster
Keyword(s):  
Crisis Intervention ◽  
Active Listening ◽  
Listening Skills

An evaluation of REACTMH mental health training for UK healthcare supervisors

2021 ◽  
Author(s):  
R Akhanemhe ◽  
S Wallbank ◽  
N Greenberg
Keyword(s):  
Mental Health ◽  
Training Session ◽  
Skills Training ◽  
Perceived Usefulness ◽  
Active Listening ◽  
Mental Health Training ◽  
Listening Skills ◽  
Occupational Outcomes ◽  
Training Package ◽  
Remote Training

Abstract Background Healthcare workers (HCWs) are vulnerable to developing mental ill-health. Prior research has shown those in managerial or supervisory positions have pivotal roles in creating a healthy work environment, as well as recognizing and supporting HCWs with mental health symptoms to improve occupational outcomes and reduce sickness absence. Aims To evaluate the effectiveness of active listening skills training (REACTMH) for UK healthcare managers. Methods Managers of HCWs were voluntarily enrolled on a REACTMH active listening skills training package. Attendees anonymously completed questionnaires before and immediately after attending the 1-h remote training session and again 1 month later. The questionnaire asked about confidence in recognizing, conversing with and supporting distressed colleagues as well as perceived usefulness and importance of the training and how often they had used the taught active listening skills. Results Fifty-eight healthcare managers enrolled onto the REACTMH programme in July 2020 and 32 (55%) completed the 1-month follow-up. Just less than half reported feeling confident in being able to identify, speak to and support potentially distressed staff before the training; significantly more (>80%) reported feeling confident 1 month afterwards (P < 0.001). Around three-quarters of attendees reported the REACTMH programme as highly useful, highly important and said they had frequently used the learned skills. Conclusions A brief active listening skills training package was associated with significant improvements healthcare manager’s confidence in recognizing, speaking with and supporting HCWs with suspected mental health conditions. Further research is needed to investigate the longer term effectiveness and acceptability of REACTMH training.

scholarly journals Self-reported altruism as predictor for active-empathic listening skills

2020 ◽  
Vol 5 (1) ◽  
pp. 23
Author(s):  
Gabriela Mariana Marcu
Keyword(s):  
Decision Making ◽  
Linear Regression ◽  
Prosocial Behavior ◽  
Career Decision ◽  
Specific Aspect ◽  
Active Listening ◽  
Listening Skills ◽  
Career Decision Making ◽  
Listening Skill ◽  
Empathic Listening

While there are many consistent results regarding the altruism – empathy relationship, starting with the empathy-altruism hypothesis (Batson, 2008) and its confirmations or criticism, there is one specific aspect of empathy that has not often been associated with generosity: active listening. Our research hypothesizes that sharing one’s attention in an empathic way (active-empathic listening) might be a skill linked to a person’s generosity. A linear regression established that self-reported altruism (SRA) could statistically significantly predict someone’s active-empathic listening skill (AELS), F(1, 96) = 28,965, p = .0001 and that SRA accounted for 22,4% of the explained variability in AELS. The results confirmed the initial claim and may have an impact in counseling practice, in career decision-making or in other studies on prosocial behavior.

Training of future labor teachers and technologies to formulate key competencies among their students

2021 ◽  
Vol 7 (3A) ◽  
pp. 385-393
Author(s):  
Oleksii Debre ◽  
Nadiia Vakulenko ◽  
Anastasiia Savchenko ◽  
Larysa Lysenko ◽  
Marianna Kondor ◽  
...  
Keyword(s):  
Technology Development ◽  
The State ◽  
Professional Competencies ◽  
Practical Significance ◽  
Active Listening ◽  
Listening Skills ◽  
Engineering And Technology ◽  
Labor Training ◽  
Key Competencies ◽  
Definition Of

The relevance of the study of the relationship between professional competencies of the future teacher of technology and the formation of students' key subject competencies. The study aims to determine the system of preparation of future teachers of labor education and technology. A sociological survey among 700 students of specialty 014.10 Secondary education (Labor training and technology) based on Poltava V.G. Korolenko National Pedagogical University (Ukraine). The correlation of the subject competencies defined in the standard with the professional competencies of a teacher was determined: fluency in the state language - generalization of previously learned material, ability to communicate in the native (with a difference from the state) and foreign languages - consolidation of learned material, mathematical competence - development of the ability to self-learn, competence in natural sciences, engineering, and technology - development of active listening skills, innovation - storage of large amounts of information. The practical significance of the study was the provision of recommendations on the model of formation of subject student competence through the definition of its basic principles.

Service Recovery Encounters in the Classroom

2013 ◽  
pp. 219-239
Author(s):  
Sneha Chandra ◽  
Thorsten Gruber ◽  
Anthony Lowrie
Keyword(s):  
Service Recovery ◽  
Female Students ◽  
Male Students ◽  
Active Listening ◽  
Problem Solution ◽  
Listening Skills ◽  
Student Expectations ◽  
Male And Female ◽  
Laddering Interviews ◽  
Stock Of Knowledge

This paper explores the nature of service recovery encounters, particularly the qualities and behaviours that male and female students expect from professors in personal service recovery encounters. For this purpose, 40 semi-standardized laddering interviews were conducted (with 20 male and 20 female respondents) in order to gain a deeper understanding of student expectations and the values that drive these expectations. The analysis and findings enrich the existing limited stock of knowledge on desired attributes of professors in service recovery encounters in higher education by developing a deeper understanding of the attributes of professors that dissatisfied female and male students’ desire, as well as the underlying values for these expectations. Results show that the professor’s active listening skills, expertise, friendliness, concern for students, and being empathetic were important to both male and female students. However, gender differences are important in a service-recovery encounter in a classroom, which suggests differential treatment. While men place more importance on a quick problem solution, women seem to prefer a more communal approach.

Service Recovery Encounters in the Classroom

2012 ◽  
Vol 2 (2) ◽  
pp. 1-19
Author(s):  
Sneha Chandra ◽  
Thorsten Gruber ◽  
Anthony Lowrie
Keyword(s):  
Service Recovery ◽  
Female Students ◽  
Male Students ◽  
Active Listening ◽  
Problem Solution ◽  
Listening Skills ◽  
Student Expectations ◽  
Male And Female ◽  
Laddering Interviews ◽  
Stock Of Knowledge

This paper explores the nature of service recovery encounters, particularly the qualities and behaviours that male and female students expect from professors in personal service recovery encounters. For this purpose, 40 semi-standardized laddering interviews were conducted (with 20 male and 20 female respondents) in order to gain a deeper understanding of student expectations and the values that drive these expectations. The analysis and findings enrich the existing limited stock of knowledge on desired attributes of professors in service recovery encounters in higher education by developing a deeper understanding of the attributes of professors that dissatisfied female and male students’ desire, as well as the underlying values for these expectations. Results show that the professor’s active listening skills, expertise, friendliness, concern for students, and being empathetic were important to both male and female students. However, gender differences are important in a service-recovery encounter in a classroom, which suggests differential treatment. While men place more importance on a quick problem solution, women seem to prefer a more communal approach.

scholarly journals Communicative and Social Skills among Medical Students in Spain: A Descriptive Analysis

2020 ◽  
Vol 17 (4) ◽  
pp. 1408 ◽  
Author(s):  
Sonia Ruiz de Azua ◽  
Naiara Ozamiz-Etxebarria ◽  
Miren Agurtzane Ortiz-Jauregui ◽  
Ana Gonzalez-Pinto
Keyword(s):  
Social Skills ◽  
Medical Students ◽  
Descriptive Analysis ◽  
Active Listening ◽  
Affective Empathy ◽  
Listening Skills ◽  
Clinical Specialty ◽  
Surgical Specialty ◽  
Empathy Scale ◽  
Better Than

Effective risk communication in public health requires the development of social skills such as active listening and empathy. Communicative and social skills were evaluated in third-year medical students (n = 917) using the Active Listening Test and the Test of Cognitive and Affective Empathy. The results obtained revealed that our participants had equal or better-than-norm communication skills. Women scored higher in active listening whereas men scored higher on the General Empathy Scale. The students who preferred a clinical specialty obtained higher scores in active listening and empathetic abilities, as compared to students who chose a surgical specialty. In conclusion, the medical students who participated in the study exhibited good communicative and social skills. An association was observed between gender and specialty preference, and empathy and active listening skills.

“Can You Repeat That?” Teaching Active Listening in Management Education

2017 ◽  
Vol 42 (2) ◽  
pp. 168-198 ◽  
Author(s):  
Sandra E. Spataro ◽  
Janel Bloch
Keyword(s):  
Personal Experience ◽  
Qualitative Data ◽  
Management Education ◽  
Essential Element ◽  
Active Listening ◽  
Listening Skills ◽  
Learning Materials ◽  
Face To Face ◽  
Learning Plan ◽  
Passive Listening

Listening is a critical communication skill and therefore an essential element of management education. Active listening surpasses passive listening or simple hearing to establish a deeper connection between speaker and listener, as the listener gives the speaker full attention via inquiry, reflection, respect, and empathy. This article offers a method and tools for teaching active listening that can be implemented in online, hybrid, or face-to-face platforms. We begin by reviewing the great demand for listening skills, in light of how little time is spent on listening instruction compared with that on speaking instruction. We then present a set of learning materials and a procedure for using them that includes both pre- and posttests, multimedia learning materials, and exercises that enhance skill development. We follow the learning plan with analyses of both quantitative and qualitative data, showing support for the suggested method. These results fit with our personal experience of consistent success with the method across student levels (graduate and undergraduate) and platforms (online and face-to-face). Finally, we conclude with a discussion of the presentation and some implications for teaching listening in management education.

Suicide by cop: implications for crisis (hostage) negotiations

2014 ◽  
Vol 4 (2) ◽  
pp. 143-154 ◽  
Author(s):  
Marina Sarno ◽  
Vincent B. Van Hasselt
Keyword(s):  
Early Warning ◽  
Warning Signs ◽  
Active Listening ◽  
Extensive Literature ◽  
Listening Skills ◽  
Content Type ◽  
Early Warning Signs ◽  
Hostage Negotiations ◽  
And Coping ◽  
Crisis Negotiators

Purpose – Suicide by cop (SbC) is a growing problem and presents special challenges to crisis (hostage) negotiation teams. The purpose of this paper is to examine current definitions of SbC, early warning signs of SbC, successful and unsuccessful resolution of cases, and strategies that have proven most effective to resolve these incidents. Recommendations regarding appropriate training and coping strategies in dealing with the post-shooting emotional sequelae of SbC are presented. Design/methodology/approach – With a dearth of empirical knowledge regarding how to properly respond to SbC crisis incidents, an extensive literature review was conducted to ascertain extant strategies to de-escalate and reduce the lethality of these events. Findings – Results indicated that SbC crisis incidents are more likely to be resolved if officers provide reassurance for the way that subject's feel, comply with reasonable requests, and offer alternative or realistic options. Establishing rapport by spending time with the subject and utilizing active listening skills can decrease the likelihood of another episode in the future. Practical implications – These findings have implications for the efficient training of law enforcement officers in general, and crisis negotiators, in particular, in how to appropriately deal with SbC events. The authors also highlight specific errors in negotiation and how to observe early warning signs in the SbC subject to inform prevention and intervention strategies. Originality/value – The paper adds to the limited literature on crisis negotiation techniques for resolving SbC incidents.

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