International interviewing and counseling 9th ivey chapter 06

Intentional Interviewing and
Counseling:
Facilitating Client Development in a
Multicultural Society
9th Edition

Allen E. Ivey

Mary Bradford Ivey

Carlos P. Zalaquett

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Chapter 6

Encouraging,
Paraphrasing,
and Summarizing:
Active Listening and Cognition

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Chapter Goals and Competency
Objectives (slide 1 of 2)
Awareness and Knowledge
▲ Value active listening in the communication process.
▲ Identify the role of intentional participation, decision
making, and responding to client conversation.

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Chapter Goals and Competency
Objectives (slide 2 of 2)
Skills and Action
▲ Help clients talk in more detail about their issues of concern
and help prevent the overly talkative client from repeating the
same facts. Clarify for the client and you, the interviewer, what
is really being said during the session.
▲ Check on the accuracy of what you hear by saying back to
clients the essence of their comments and providing periodic
summarizations.
▲ Develop cognitive empathy and facilitate client cognitive
understanding for clearer decision making and more effective
action.
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Introduction: Encouraging,
Paraphrasing, and Summarizing (slide 1 of
6)

▲ Encouraging, paraphrasing, and summarizing are
active listening skills at the cognitive center of the
basic listening sequence and are key in building the
empathic relationship.
▲ When we attend and clients sense their story is
heard, they open up and become more ready for

change.
 Leads to more effective executive brain functioning,
which in turn improves cognitive understanding of issues
and decision making.
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Introduction: Encouraging,
Paraphrasing, and Summarizing (slide 2 of
6)

▲Active listening is a communication process that
requires intentional participation, decision
making, and responding to client conversation.
▲Accurate listening leads to client understanding
and synthesis, providing clients with a clearer
picture of their own stories.
▲Active listening is central in facilitating our
brain’s executive functioning—cognitive
understanding and making sense of the
emotional underpinnings of the story.
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Introduction: Encouraging,
Paraphrasing, and Summarizing (slide 3 of
6)
Encouraging: Encourage
with short responses that
help clients keep talking.

They may be verbal,
(repeating key words and
short statements) or
nonverbal (head nods and
smiling).

Anticipated Client Response:
Clients will elaborate on the
topic, particularly when
encouragers and
restatements are used in a
questioning, supportive tone
of voice.

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Introduction: Encouraging,
Paraphrasing, and Summarizing (slide 4 of
6)
Paraphrasing (also known as
reflection of content):
Shorten or clarify the
essence of what has just
been said, but be sure to
use the client’s main words
when you paraphrase.
Paraphrases are often fed
back to the client in a
questioning tone of voice.

Anticipated Client Response:
Clients will feel heard. They
tend to give more detail
without repeating the exact
same story. They also become
clearer and more organized in
their thinking. If a paraphrase
is inaccurate, the client has an
opportunity to correct the
interviewer. Paraphrasing of
client statements is important
in cognitive empathy.

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Introduction: Encouraging,
Paraphrasing, and Summarizing (slide 5 of
6)
Summarizing: Summarize client
comments and integrate
thoughts, emotions, and
behaviors. Similar to
paraphrasing but used over a
longer time span.

Anticipated Client Response: Clients
will feel heard and often learn how
their complex and even fragmented

stories are integrated. A summary
helps clients make sense of their
lives and will facilitate a more
centered and focused discussion.
Secondarily, a summary also
provides a more coherent transition
from one topic to the next or a way
to begin and end a full session. As
a client organizes the story more
effectively, we see growth in brain
executive functioning and better
decision making.

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Introduction: Encouraging,
Paraphrasing, and Summarizing (slide 6 of
6)
Checkout/Perception Check:
Anticipated Client Response:
Periodically check with your
Interviewing leads such as
client to discover how your
these give clients a chance to
interviewing lead or skill was
pause and reflect on what they
received. “Is that right?” “Did I
have said. If you indeed have
hear you correctly?” “What

missed something important or
might I have missed?”
distorted their story and
meaning, they have the
opportunity to correct you.
Without an occasional
checkout, it is possible to lead
clients away from what they
really want to talk about.

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Awareness, Knowledge, and Skills:
Encouraging, Paraphrasing, and Summarizing
A client, Jennifer, enters the room and starts talking immediately.
I really need to talk to you. I don’t know where to start. I just got my last
exam back and it was a disaster—maybe because I haven’t studied
much lately. I was up late drinking at a party last night and I almost
passed out. I’ve been sort of going out with a guy for the last month,
but that’s over as of last night. . . . [pause] But what really bothers
me is that my mom and dad called last Monday and they are going
to separate. I know that they have fought a lot, but I never thought it
would come to this. I’m thinking of going home, but I’m afraid to. . . .
Jennifer continues for another 3 minutes in much the same vein,
repeating herself somewhat, and seems close to tears. At times,
speech is so fast that it is hard to follow her. Finally, she stops and
looks at you expectantly.

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Basic Techniques and Strategies of
Encouraging, Paraphrasing, and Summarizing
(slide 1 of 3)
Encouraging
▲ Encouragers are verbal and nonverbal expressions the
counselor or therapist can use to prompt clients to
continue talking.
 Head nods and positive facial expressions
 Open gestures
 Minimal verbals – “Ummm” or “Uh-huh”
 Repetition of key words from last statement
 Silence with appropriate nonverbal behavior

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Basic Techniques and Strategies of
Encouraging, Paraphrasing, and Summarizing
(slide 2 of 3)
Paraphrasing
▲ Paraphrasing is the most important cognitive empathic
listening skill.
▲ An accurate paraphrase usually consists of four
dimensions:
 A sentence stem that may include the client’s name.
 The key words used by a client to describe the situation or person.
 The essence of what the client has said in briefer and clearer form.
 A checkout for accuracy.

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Basic Techniques and Strategies of
Encouraging, Paraphrasing, and Summarizing
(slide 3 of 3)
Summarizing
▲ Summarizing pulls together and organizes client
conversation, supporting the brain’s executive
functioning.
 Summarizing is key to Theory of Mind (ToM) and your ability to
“mentalize” the world of the client.

▲ Attend to client’s verbal and nonverbal comments.
▲ Selectively attend to key concepts.
▲ Restate key concepts to the client accurately.
▲ Check for accuracy at the end.
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Observe: Listening Skills and
Children (slide 1 of 2)
▲ Listening skills are used with children in much the same
way as they are used with adults.
▲ Children generally respond best if you seek to
understand the world as they do.
▲ Smiling, warmth, and the active listening skills are
essential.
▲ Questions can put off some children but remain one of

the best ways to obtain information.
▲ Seek to get the child’s perspective.:

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Observe: Listening Skills and Children
(slide 2 of 2)
Reflection Questions
▲ What do you think about the interview with Damaris
conducted by Mary Bradford Ivey?
▲ What did you notice that the interviewer did well?
▲ Did listening skills help to bring out Damaris’s story?
▲ What can you expect if you use these same skills with an
adult?
▲ Did Mary focus on strengths?

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Multiple Applications: Additional Functions of the
Skills of Encouraging, Paraphrasing, and
Summarizing
▲ When we attend to clients and use the active listening skills,
we facilitate executive functioning and the development of
new neural networks that become part of long-term memory
in the hippocampus.
▲ Executive functioning is also critical for emotional regulation.
▲ Cognitions may be defined as language-based thought
processes underlying all thinking activities.

 Therapies focusing on changing cognitions to achieve client change:
cognitive behavioral therapy (CBT), rational emotive behavioral therapy
(REBT), and dialectical behavior therapy (DBT)

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Multicultural Issues in Encouraging,
Paraphrasing, and Summarizing
▲ Language is one of the important issues related to the
listening skills.
▲ Building trust requires learning about the other person’s
world.
▲ Involve yourself in the cultural communities and activities.
▲ Discuss cross-cultural differences early in the interview.
▲ When you are culturally different from your client, selfdisclosure and an explanation of your methods may be
helpful.
▲ Consider gender differences.
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Practice, Practice, Practice
▲ Encouraging, paraphrasing, and summarizing are central
skills to effective counseling and psychotherapy,
regardless of your theory of choice and natural style.
▲ Intentional competence in these skills requires practice.
▲ Every client needs to be heard, and demonstrating that
you are listening carefully makes a real difference.
▲ Achieving intentional competence takes time and
practice.

▲ Dr. Amanda Russo highlights the rewards of practice (p.
147).

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Action: Key Points and Practice of
Encouraging, Paraphrasing, and Summarizing
▲ Purpose of Listening Skills
▲ Encouragers
▲ Paraphrases
▲ Summarizations
▲ Active Listening, Cognition, and Executive Functioning
▲ Diversity and Active Listening
▲ A Word of Caution

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