Documents
Resources
Learning Center
Upload
Plans & pricing Sign in
Sign Out

NYSFAAA Empathy

VIEWS: 11 PAGES: 16

									                LENDING AN
                EMPATHETIC
                   EAR
                              By
                        SEAN HUDSON
                     D’YOUVILLE COLLEGE
                         October 2008


NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Why this topic?

                      Why now?



   NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
My Goal for this Session




 NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
 Counseling Theories/Treatment
            Models
 Over 300 different theories/models

 Several decades of outcome research comparing
  the models

 Results: All models are equally effective

 Jerome Frank (1973) – Core group of factors
  were responsible for the uniform outcomes of
  the different treatment models


      NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
“Common Factors” That Determine
           Success

                     Hope &         Model
                   Expectancy        15%
                      15%




                                       Relationship
                                           30%
                 Outside
                 Factors
                  40%




    NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
How Can We Guarantee the 30%?
Start with Carl Rogers:

 “Person Centered” Theory (1951) – Away from the
  Medical Model

 “I don’t believe in just ordering people to do things. You
  have to sort of grab an oar and row with them”
       - Harold Geneen

 Respect, Genuineness, & Empathy are Necessary &
  Sufficient to effect change in clients



         NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Perceived Respect (Warmth)
 “If you have respect for people as they are, you can be
  more effective in helping them to become better than they
  are”
       -John W. Gardner No Easy Victories

 Be Culturally & Socio-economically sensitive

 Explain things in terms they can understand but don’t talk
  down to them (i.e. TAP Points)

 Offer a comfortable and confidential environment (if
  possible)




         NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Perceived Respect (Warmth) Cont.
 Body language – facial expressions & posture, tone of
  voice, and eye contact (avoid behavior that may be
  perceived as insulting i.e. answering cell
  phones/interruptions)

 Modify your approach when you sense it’s not working –
  this will help strengthen the perceived respect

 Be an “Ambassador” for your school (even outside the
  office)

 Candy & toys!



         NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Perceived Genuineness
 Be authentic, real, honorable & humane (maintain a
  degree of humility – we do make mistakes – but also
  possess a strong sense of personal integrity)

 “What seems to matter most is that clients perceive the
  therapist as trying, even struggling, to understand what
  they deem important and meaningful”
      -Miller, Duncan & Hubble Escape From Babel

 Don’t be afraid to be tentative




         NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Empathy

 What is it?

 How is Empathy different from
  Sympathy?

 Do we need to hear their life story or
  spend hours with the person?


      NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
“Being empathic begins by giving
undivided attention to what the
person is saying, attempting to
understand the person’s experience,
and then sharing that with the
person”
  - Miller, Duncan & Hubble Escape
  From Babel




    NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
How Do We Demonstrate Empathy?

 Be an Active Listener - Listen for key words or
  phrases

 Reflect/Restate/Summarize
     - Even if you’re not sure, guess
     - People will retell their stories
     - It reinforces that you are listening

 Be Non-Prejudice


        NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Demonstrating Empathy Cont.
 Use Open Ended Questions – then you focus the
  conversation – begin to set goals

 Be “Solution Focused” (i.e. “The FA counselor at my
  old college messed up my aid”)

 Identify the student’s strengths & resources, then
  make use of them

 Maintain a Professional Relationship


        NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Things to Be Aware of:

 Self-disclosure

 Over-analysis – keep it simple

 That YOU do not become their MHC
  (dependency).




      NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
Open Discussion
 Simple Enough?

 Opinions on Rogers’ ideas (respect, genuineness
  & empathy)

 Has the financial crisis had an impact at your
  school?
  If “Yes”, how are you dealing with it?



       NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION
New or Improved Tool?




                                               Thank You!
    NEW YORK STATE FINANCIAL AID ADMINISTRATORS ASSOCIATION

								
To top