7 Tips to Support Empathic Listening in Social Services

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 clients of all ages and behavioural types.

When you focus on the person and engage with their message, you move from recognizing words to understanding the feelings and motivations behind what is being said.

Empathic listening fosters rapport that keeps Care, Welfare, Safety, and Security^SM vibrant and sets the stage for problem-solving. Knowing the individuals in your care better helps you to recognize 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’re only human and we can’t understand and fix everything. What we can do is give our full attention, practice active listening and hone our communication and listening skills. This is all done with the goals of forming deeper connections and improving relationships with clients 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 your client’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. Practicing 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.

2. Empathic Listening Gives the Client Undivided Attention

Remove distractions. Ensure you have time to spend with your client 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 your client. 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 a client is exhibiting signs of anxious behaviour, your first approach should be to let them know that they’re heard and that you’re 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 your client 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 for Optimal Client Support

Explore our additional resources and our suite of training programs to help Social Services roles provide quality of care to clients:

• Trauma-Informed Care
• Top 10 De-escalation Tips
• Seven Tips for Effective Verbal Intervention