Reflective listening can be considered a key concept when it comes to the profession of case management. Summers states that “listening to another person in a way that indicates our concern for that person is important in the healing process” (pg. 154). Clients want to be able to express their concerns and issues to a professional that will listen to what is being said and respond in a helpful manner. Summers (2013) explains that the three purposes of reflective listening are to “let clients know you have heard their concerns…create an opportunity for you to correct any misperceptions…[and to] illustrate your acceptance of where the client is at that moment” (pg. 154). Reflective listening is an important factor in case management because a
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“When I was in court, the defense attorney really pounded me. You know, like he thought I was lying or didn’t believe me or thought I was exaggerating.
Feeling: unhappy, frighten, angry, scared
Empathic response: You must feel so emotional and useless because of the defense attorney.
2. “Those dirty, lousy creeps! Everything was fine in my life, and they really, really ruined everything! I don’t care if I go on or not. Why live if someone can just take everything away from you in one night?”
Feeling: hurtful, disrespectful, emotional,
Empathic response: It sounds like your really feeling emotional and disrespectful.
3. “I know you said this is temporary housing and all, but I never had a place like this place. I cant stand to think I have to move again sometime, and God knows where ill go.”
Feeling: lost, scared, angry, nervous
Empathic response: You must have felt so nervous because you don’t know where you will end up.
4. “This whole setup it’s the pits. He gets to stay in the house after beating me half to death, and I have to o to this cramped little room. Does that make sense?”
Feeling: Disagreeing, angry
Empathic response: Sounds like you really feel angry because he got to stay in the house but he was beating
“When I was in court, the defense attorney really pounded me. You know, like he thought I was lying or didn’t believe me or thought I was exaggerating.
Feeling: unhappy, frighten, angry, scared
Empathic response: You must feel so emotional and useless because of the defense attorney.
2. “Those dirty, lousy creeps! Everything was fine in my life, and they really, really ruined everything! I don’t care if I go on or not. Why live if someone can just take everything away from you in one night?”
Feeling: hurtful, disrespectful, emotional,
Empathic response: It sounds like your really feeling emotional and disrespectful.
3. “I know you said this is temporary housing and all, but I never had a place like this place. I cant stand to think I have to move again sometime, and God knows where ill go.”
Feeling: lost, scared, angry, nervous
Empathic response: You must have felt so nervous because you don’t know where you will end up.
4. “This whole setup it’s the pits. He gets to stay in the house after beating me half to death, and I have to o to this cramped little room. Does that make sense?”
Feeling: Disagreeing, angry
Empathic response: Sounds like you really feel angry because he got to stay in the house but he was beating