,Contents
Deel 1 — Observeren.................................................................................................................5
1. Waarnemen en interpreteren............................................................................................5
1.1 Waarnemen......................................................................................................................5
1.2 Interpreteren....................................................................................................................5
1.3 Feiten en interpretaties onderscheiden...........................................................................6
1.4 Eerste indrukken...............................................................................................................7
1.5 Selectieve waarneming....................................................................................................7
1.6 Referentiekader................................................................................................................7
1.7 Reacties op interpretaties................................................................................................7
1.8 Professioneel observeren.................................................................................................8
2. Non-verbaal gedrag................................................................................................................8
2.1 Functies van non-verbaal gedrag.....................................................................................8
2.2 Houding............................................................................................................................8
2.3 Gezichtsuitdrukking..........................................................................................................8
2.4 Oogcontact.......................................................................................................................8
2.5 Gebaren............................................................................................................................9
2.6 Stemgebruik.....................................................................................................................9
2.7 Afstand en ruimte.............................................................................................................9
2.8 Congruentie tussen verbaal en non-verbaal gedrag......................................................10
2.9 Non-verbaal gedrag interpreteren.................................................................................10
2.10 Observeren zonder te snel te oordelen.......................................................................10
3. Luisteren...............................................................................................................................11
3.1 Actief luisteren...............................................................................................................11
3.2 Luisterhouding................................................................................................................11
3.3 Aandacht geven..............................................................................................................11
3.4 Doorvragen.....................................................................................................................12
3.5 Luistervaardigheden.......................................................................................................12
3.6 Luisteren naar inhoud én betekenis...............................................................................13
3.7 Luisterblokkades.............................................................................................................13
3.8 Selectief luisteren...........................................................................................................13
, 3.9 Onderbreken en invullen................................................................................................14
3.10 Advies als luisterblokkade............................................................................................14
3.11 Professioneel luisterproces..........................................................................................14
3.12 Luisteren bij emoties....................................................................................................15
4. Samenvatten.........................................................................................................................15
4.1 Functies van samenvatten..............................................................................................15
4.2 Inhoudelijk samenvatten................................................................................................15
4.3 Gevoelsmatig samenvatten............................................................................................15
4.4 Hoofdzaken onderscheiden............................................................................................15
4.5 Samenvatten en parafraseren........................................................................................16
4.6 Controleren of je de ander goed hebt begrepen...........................................................16
4.7 Professioneel samenvatten............................................................................................16
5. Vragen stellen.......................................................................................................................16
5.2 Open vragen...................................................................................................................17
5.3 Gesloten vragen..............................................................................................................17
5.4 Open versus gesloten vragen.........................................................................................18
5.5 Doorvragen.....................................................................................................................18
5.6 Suggestieve vragen.........................................................................................................18
5.7 Wanneer kan een suggestieve vraag problematisch zijn?.............................................18
5.8 Meervoudige vragen......................................................................................................19
5.9 Vraagtechnieken.............................................................................................................19
5.10 Vraagvolgorde..............................................................................................................20
5.11 Goede versus slechte vragen........................................................................................20
6. Concretiseren.......................................................................................................................20
6.1 Vaagheden herkennen....................................................................................................20
6.2 Doorvragen naar concrete informatie............................................................................21
6.3 Situaties verduidelijken..................................................................................................21
6.4 Gedrag concreet maken.................................................................................................22
6.5 Algemene uitspraken specificeren.................................................................................22
7. Mening vragen en geven......................................................................................................22
7.1 Een mening uitvragen.....................................................................................................22
7.2 Een eigen mening formuleren........................................................................................23
, 7.3 Verschillende standpunten.............................................................................................23
7.4 Argumenten....................................................................................................................23
7.5 Respectvol omgaan met verschillen van mening...........................................................23
8. Omgaan met gevoelens........................................................................................................24
8.1 Gevoelens herkennen.....................................................................................................24
8.2 Gevoelens benoemen.....................................................................................................24
8.3 Gevoelens bespreekbaar maken....................................................................................24
8.4 Emotionele reacties........................................................................................................24
8.5 Empathisch reageren......................................................................................................25
9. Feedback geven en ontvangen.............................................................................................25
9.1 Feedbackfunctie.............................................................................................................25
9.2 Beschrijven van gedrag...................................................................................................25
9.3 Effect van gedrag............................................................................................................26
9.4 Feedback geven..............................................................................................................26
9.5 Feedback ontvangen......................................................................................................26
9.6 Reageren op kritiek........................................................................................................26
9.7 Positieve feedback..........................................................................................................27
10. Assertief reageren..............................................................................................................27
10.1 Assertief gedrag............................................................................................................27
10.2 Subassertief gedrag......................................................................................................28
10.3 Agressief gedrag...........................................................................................................28
10.4 Voor jezelf opkomen.....................................................................................................28
10.5 Grenzen aangeven........................................................................................................29
10.6 Nee zeggen...................................................................................................................29
11. Argumenteren....................................................................................................................29
11.1 Standpunt.....................................................................................................................29
11.2 Argument......................................................................................................................29
11.3 Tegenargument.............................................................................................................30
11.4 Onderbouwen van een mening....................................................................................30
11.5 Omgaan met kritiek en tegenargumenten...................................................................30
12. Digitaal communiceren......................................................................................................31
12.1 Digitale communicatie..................................................................................................31
Deel 1 — Observeren.................................................................................................................5
1. Waarnemen en interpreteren............................................................................................5
1.1 Waarnemen......................................................................................................................5
1.2 Interpreteren....................................................................................................................5
1.3 Feiten en interpretaties onderscheiden...........................................................................6
1.4 Eerste indrukken...............................................................................................................7
1.5 Selectieve waarneming....................................................................................................7
1.6 Referentiekader................................................................................................................7
1.7 Reacties op interpretaties................................................................................................7
1.8 Professioneel observeren.................................................................................................8
2. Non-verbaal gedrag................................................................................................................8
2.1 Functies van non-verbaal gedrag.....................................................................................8
2.2 Houding............................................................................................................................8
2.3 Gezichtsuitdrukking..........................................................................................................8
2.4 Oogcontact.......................................................................................................................8
2.5 Gebaren............................................................................................................................9
2.6 Stemgebruik.....................................................................................................................9
2.7 Afstand en ruimte.............................................................................................................9
2.8 Congruentie tussen verbaal en non-verbaal gedrag......................................................10
2.9 Non-verbaal gedrag interpreteren.................................................................................10
2.10 Observeren zonder te snel te oordelen.......................................................................10
3. Luisteren...............................................................................................................................11
3.1 Actief luisteren...............................................................................................................11
3.2 Luisterhouding................................................................................................................11
3.3 Aandacht geven..............................................................................................................11
3.4 Doorvragen.....................................................................................................................12
3.5 Luistervaardigheden.......................................................................................................12
3.6 Luisteren naar inhoud én betekenis...............................................................................13
3.7 Luisterblokkades.............................................................................................................13
3.8 Selectief luisteren...........................................................................................................13
, 3.9 Onderbreken en invullen................................................................................................14
3.10 Advies als luisterblokkade............................................................................................14
3.11 Professioneel luisterproces..........................................................................................14
3.12 Luisteren bij emoties....................................................................................................15
4. Samenvatten.........................................................................................................................15
4.1 Functies van samenvatten..............................................................................................15
4.2 Inhoudelijk samenvatten................................................................................................15
4.3 Gevoelsmatig samenvatten............................................................................................15
4.4 Hoofdzaken onderscheiden............................................................................................15
4.5 Samenvatten en parafraseren........................................................................................16
4.6 Controleren of je de ander goed hebt begrepen...........................................................16
4.7 Professioneel samenvatten............................................................................................16
5. Vragen stellen.......................................................................................................................16
5.2 Open vragen...................................................................................................................17
5.3 Gesloten vragen..............................................................................................................17
5.4 Open versus gesloten vragen.........................................................................................18
5.5 Doorvragen.....................................................................................................................18
5.6 Suggestieve vragen.........................................................................................................18
5.7 Wanneer kan een suggestieve vraag problematisch zijn?.............................................18
5.8 Meervoudige vragen......................................................................................................19
5.9 Vraagtechnieken.............................................................................................................19
5.10 Vraagvolgorde..............................................................................................................20
5.11 Goede versus slechte vragen........................................................................................20
6. Concretiseren.......................................................................................................................20
6.1 Vaagheden herkennen....................................................................................................20
6.2 Doorvragen naar concrete informatie............................................................................21
6.3 Situaties verduidelijken..................................................................................................21
6.4 Gedrag concreet maken.................................................................................................22
6.5 Algemene uitspraken specificeren.................................................................................22
7. Mening vragen en geven......................................................................................................22
7.1 Een mening uitvragen.....................................................................................................22
7.2 Een eigen mening formuleren........................................................................................23
, 7.3 Verschillende standpunten.............................................................................................23
7.4 Argumenten....................................................................................................................23
7.5 Respectvol omgaan met verschillen van mening...........................................................23
8. Omgaan met gevoelens........................................................................................................24
8.1 Gevoelens herkennen.....................................................................................................24
8.2 Gevoelens benoemen.....................................................................................................24
8.3 Gevoelens bespreekbaar maken....................................................................................24
8.4 Emotionele reacties........................................................................................................24
8.5 Empathisch reageren......................................................................................................25
9. Feedback geven en ontvangen.............................................................................................25
9.1 Feedbackfunctie.............................................................................................................25
9.2 Beschrijven van gedrag...................................................................................................25
9.3 Effect van gedrag............................................................................................................26
9.4 Feedback geven..............................................................................................................26
9.5 Feedback ontvangen......................................................................................................26
9.6 Reageren op kritiek........................................................................................................26
9.7 Positieve feedback..........................................................................................................27
10. Assertief reageren..............................................................................................................27
10.1 Assertief gedrag............................................................................................................27
10.2 Subassertief gedrag......................................................................................................28
10.3 Agressief gedrag...........................................................................................................28
10.4 Voor jezelf opkomen.....................................................................................................28
10.5 Grenzen aangeven........................................................................................................29
10.6 Nee zeggen...................................................................................................................29
11. Argumenteren....................................................................................................................29
11.1 Standpunt.....................................................................................................................29
11.2 Argument......................................................................................................................29
11.3 Tegenargument.............................................................................................................30
11.4 Onderbouwen van een mening....................................................................................30
11.5 Omgaan met kritiek en tegenargumenten...................................................................30
12. Digitaal communiceren......................................................................................................31
12.1 Digitale communicatie..................................................................................................31
