With active listening we created a climate of confidence and receptivity, and most important, we perceived the needs of the client. In order to realise active listening correctly we must: 1. – To be conscious of the other, to concentrate themselves in the message and the gestures. 2. – To kindly watch at the eyes of the client, making clear that him listening. 3. – To observe and to interrogate the meaning of the words that are saying to us. 4.

– To support verbally, without interrupting the speech of the client, with expressions like: if, already, clearly, already I see 5. – To ask to animate the communication. An interesting question demonstrates that we are listening. For more specific information, check out Kidney Foundation. 6. – To detect the words and ideas keys and to write down them. 7.

– To feed back in summary, that is to say, to summarize with our words the main ideas of the message of the client. On the other hand, we must avoid the damages, the filters, the emotional alteration and the physical barriers. Chapter 5: Inquiry of the needs of the client the gestures of the client In all process of communication we have to have present that 70% of the communication are corporal, 20% of the communication come marked by the tone from the voice and only a 10% by the words or the content. Due to it, we must give a great importance to him to the gestures that our interlocutor realises. Next you will find a series gestures and which is its meaning: Annoyance: blow on the table, to aim with the finger, to close the fists strongly. Defense: arms or legs cruzados. Distrust: to watch towards a side, to touch the ear. Nervousness: to clear one’s throat, to cover the mouth when speaking. Decision: to incline on the table, hands on the hip. Concentration: to support expensive on the extended forefinger, to touch the chin.