LEAPS is an acronym for the five steps of the program:
Listen Actively listen to the client as they express their feelings. Empathize Demonstrate that you understand the difficulty they are experiencing as they face leaving behind a place that holds much more than monetary value for them. Ask to Clarify Ask questions to follow up on the client’s statements. Address any additional queries you have and ask for details if you believe that more information will help assist the client. Paraphrase Repeat what the client has said to you using different phrasing that encapsulates their main points. This step reassures the client that they have been heard. Summarize This last step also serves to show the client that you are actively listening and taking a genuine interest in their situation.
57
Powered by FlippingBook