Demonstrate knowledge of active listening techniques in a healthcare setting
Active listening is essential in healthcare communication. It goes beyond hearing words to truly understanding and responding to patients’ experiences, emotions, and concerns. This module introduces seven key techniques to improve active listening—setting an intention, maintaining mindful presence, asking questions, avoiding planning your response, staying nonjudgmental, using engaged body language, and taking notes when appropriate. Additionally, you will learn how to apply the core skills of summarizing, reflecting, and clarifying to enhance patient-provider interactions.
Active listening is the process of fully focusing, understanding, and engaging with the speaker to foster empathy and connection. It’s a powerful skill that enhances relationships, trust, and understanding.
Key Benefits of Active Listening:
Builds empathy: Helps you understand and feel compassion for others.
Enhances trust: Creates mutual respect in personal and professional relationships.
Shows respect: Validates others’ perspectives and feelings.
Diffuses conflict: Promotes open, understanding dialogue in difficult conversations.
Summarizing is the ability to restate the key points of what a patient has shared, ensuring that you and the patient are on the same page. This skill helps clarify the conversation and reinforces that their concerns are understood.
Example:
Patient: "I’ve been having sharp chest pains after meals, and sometimes it feels like it’s hard to breathe."
You: "To summarize, you’re experiencing sharp chest pains after eating, and it sometimes makes breathing difficult. Is that correct?"
Tip: Use summarizing at the end of a patient’s explanation or when transitioning to the next part of the conversation.
Reflecting involves mirroring the patient’s emotions to show empathy and understanding. This helps validate their feelings and fosters trust.
Example:
Patient: "I’ve been dealing with this pain for months, and it’s affecting my sleep and mood."
You: "It sounds like this has been a really exhausting and frustrating experience for you."
Tip: Pay attention to the patient’s tone and body language to accurately reflect their emotions.
Clarifying is the process of asking follow-up or open-ended questions to ensure a clear and accurate understanding of what the patient is trying to convey. It prevents misunderstandings and ensures that no important details are overlooked.
Example:
Patient: "I feel tired all the time and don’t know what’s wrong."
You: "Can you tell me more about when you feel the most tired? Is it after specific activities or at certain times of the day?"
Tip: Avoid making assumptions. Instead, use clarifying questions to gain deeper insights and build a complete picture of the patient’s experience.
These 3 Core Skills—summarizing, reflecting, and clarifying—are foundational to active listening and effective communication. Practicing these skills will improve your ability to engage with patients meaningfully and address their concerns comprehensively.
1. Set an Intention
Begin each interaction with the goal of understanding the patient’s experience.
Example: “I want to understand my patient’s symptoms and concerns fully, beyond just their words.”
2. Maintain Mindful Presence
Remove distractions like phones or other devices and focus entirely on the patient. If your mind wanders, gently bring it back to the patient’s words and expressions.
3. Ask Questions
Ask open-ended questions to gain a clearer understanding of the patient’s symptoms and concerns. Use reflective questions to show understanding, such as, “Can you tell me more about how this affects your daily life?”
4. Avoid Planning Your Response
Instead of thinking about your next question or diagnosis, fully listen to the patient’s responses. Trust that actively listening will allow you to respond more naturally and address the patient’s real concerns.
5. Stay Nonjudgmental
Approach each patient without assumptions, especially if they are dealing with a challenging condition or sensitive topic. Focus on their unique experiences without drawing conclusions too quickly.
6. Use Engaged Body Language
Maintain eye contact, nod to show understanding, and keep an open posture. Lean forward slightly to convey interest and empathy, making the patient feel heard and valued.
7. Take Notes (When Appropriate)
For complex or detail-heavy cases, jot down key points as the patient speaks, especially if they mention specific symptoms or timelines. This reinforces memory and helps you provide accurate, comprehensive care.
Conditions like ADHD, ASD, or anxiety can impact listening skills.
Strategies: Practice with a friend, ask for feedback, or use visualization techniques.
Improving listening takes time. Recognize and appreciate your efforts to grow.
Caring about becoming a better listener is already a sign of progress.
Source: Cleveland Clinic. (2023). 7 Ways to Improve Your Active Listening Skills.