Active Listening (IN: On-Scene Guide for Crisis Negotiators, ed. by F J Lanceley)

This chapter discusses the use of active listening techniques in crisis intervention situations. Skills such as emotion labelling, paraphrasing, reflecting, silence, minimal encouragers, “I” messages, & open-ended questions are explored with regards to their efficacy in talking subjects through crisis situations. An appendix entitled “Overview of Active Listening Techniques,” provides a brief summary of these techniques for use in crisis situations.