Building a partnership with the patient and family Communication skills: Listening Please watch this in slideshow mode with an active link to the internet so that you can view the attached video clips. What is Listening? 1. Paying Attention Visual cues Vocal cues Verbal cues Sorting the cues and coming to a conclusion as to what you think the speaker is saying Checking out that conclusion Pay Attention to the Cues Visual Cues Vocal Cues Verbal cues Eye contact Intonation Actual words; content Facial expression Speed Posture Voice pitch Affect Which cues carry the most information? Visual cues carry up to 75% of the most useful information Vocal cues carry the second most, and verbal cues carry the least information What does this mean for how we listen to and communicate with patients and families? What does this mean for other modes of communication? Phones, texts, emails? Step #2: Sorting the Cues • Sort all of the cues in your head, what is the individual really saying? • What are we listening for? – The emotional content, the RED in the conversation. Emotions First Many times when we want to “fix something,” it’s important to first identify and feed back the emotional content Click on the nail to listen to a dialogue that illustrates this principle. Check out your Conclusion • Once you’ve come up with your own conclusion, offer your conclusion in the form of feedback to the other person, checking to see if you are accurate. • Keep feedback brief, in own words and in summary form. • Starting with “You” makes it easier to focus on the speaker’s RED. – ”So, you’re worried about ______________” – “That bothered you, because ________________” – “You’re excited about the possibility of_______________” – “What a disappointment that was [for you]” Click on the picture in the next slide picture below and watch the video. Answer the following questions: 1. Note the visual, vocal and verbal used. What is Patch Adams really saying? What is the emotional content? 2. How would you respond to check our your conclusions about the emotional content? (Remember to start with “You…………..”) 3. How is the listener responding? Listening or not listening? How do you know? Listening responses (or not) NOT LISTENING We often react with out own interests, ideas, or opinions rather than respond to the individual. We do this to • Make ourselves more comfortable • Make the speaker more comfortable • “Fix things” Despite good intentions, such reactions tend to stop or distract the speaker. Here’s what’s NOT listening 1. My agreement or disagreement : “I like what you’re saying because_______” 2. My praise: “I know you’re worried, but you’re smart, you can do this.” 3. My advice: “Why don’t you try to ____?” 4. My problem solving: “I’m sure we can work this out. Let’s look at this logically…” 5. My reassurance: “I’m sure things will improve over time..” 6. My similar story or experience: “That’s interesting. You know, I had the same thing happen to me. 7. My logic, facts, reasons, rationale or explanations: “That’s because….” 8. My “understanding”: “I know just how you feel.” Caring for the Whole Person Watch the following video. Does anything like this ever occur in healthcare today? Can you think of instances where you, your loved ones, or your patients have experienced something like this? If you were a patient, what would be important for a caregiver to know about you? • Your diagnosis • Your labs and VS • Allergies, PMH What do you know about your patients? But what else is important that makes you an individual? Clinical Application Practice listening and notice your favorite 8 reactions. Then write in the Listening Discussion Board 1. What was Patch Adam’s emotional content in the first video? What would be your listening response (i.e. your conclusion feedback) 2. What did you learn about listening? What are your “go to” reactions (Check the list of 8 reactions) 3. How have you or your loved ones experienced being an individual (or not) in healthcare. What do you wish had happed? 4. What are you skeptical of, and what questions do you have on this model of listening?
