Communications in Health Care

Healthcare Core CurriculumCompetency #2 : Active Listening

Dede Carr, BS, LDAKaren Neu, MSN, CNE, CNP

2

U.S. Department of Labor Grant “This workforce solution was funded by a grant awarded by

the U.S. Department of Labor’s Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. This solution is copyrighted by the institution that created it. Internal use, by and organization and/or personal use by an individual or non-commercial purposes, is permissible. All other uses require the prior authorization of the copyright owner.”

Objective Explain how active listening skills can

improve client/individual and team communicationAnalyze two active listening messages for

effective communication & identify components of communication, the communication process, and effectiveness of the message

Discuss the comparison and contrast of two active listening messages

Competency #2: Active Listening

History repeats itself because no one listens the first time. Anonymous

Conversation: a vocal competition in which the one who is catching his breath is called the listener. Anonymous

The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.

Ralph Nichols

Quotes

Focus on the person who is speaking Vital part of the communication process Way of listening & responding to another

person that improves mutual understanding & trust

Builds trust Reduces tension

Active Listening…..

S = SensingI = Interpreting E = EvaluatingR = Responding

Model is hierarchical Receiver must use all receptive senses during the

sensing phase to improve quality of the interpretation, evaluation & response phases so one moves from base upward.

When a misunderstanding occurs, both parties need to restart their analysis at bottom of hierarchy.

(Steil, Baker, & Watson fr0m Proven Models)

SIER Hierarchy of Listening

Step1. SENSING Active listening begins by hearing, seeing

& receiving verbal & nonverbal aspects of the message.

Concentration is required in this phase. Client should not be interrupted so the

message can be delivered in full & adequate detail.

Receiver's body language should be positive to help the sender deliver the message

(Proven Models)

SIER Hierarchy of Listening

Step 2. INTERPRETING After receiving the message, the receiver

(Health Care Worker) must interpret & place it in meaningful context

Client’s experiences, knowledge & attitudes should be linked to the verbal & non-verbal elements of the message

Interpreting helps insure that the receiver's understanding corresponds to the sender's meaning

(Proven Models)

SIER Hierarchy of Listening

Step 3. EVALUATING Active listening occurs at the evaluation phase

after the interpretation phase Receiver must sort fact from opinion. Receiver needs to judge the message based on

its strengths & weaknesses & how well it is liked or disliked.

Evaluation phase consists of both logical & emotional components.

(Proven Models)

SIER Hierarchy of Listening

Step 4. RESPONDING Two-way communication requires the

receiver to respond to the sender Response provides feedback to the sender on

how well the message was understood & encourages further interaction between the two parties

Responses can be both verbal & non-verbal. Rephrasing & reflecting the sender's message shows interest & increases understanding.

Probing questions provide additional detail & clarification (Proven Models)

SIER Hierarchy of Listening

The SIER Model of Active Listening is hierarchical. The receiver must use all receptive senses during the sensing phase to improve the quality of the interpretation, evaluation and response phases.

When a misunderstanding occurs, both parties (sender & receiver) need to restart their analysis at the bottom of the hierarchy.

(Steil, Baker, & Watson fr0m Proven Models)

See SIER Hierarchy of Active Listening Model on next Slide.

SIER Hierarchy of Active Listening

SIER Hierarchy of Active Listening

(Steil, Baker, & Watson fr0m Proven Models)

Res-ponding

Evaluating

Interpreting

Sensing

Tips for Being a Good ListenerPay full attention to the

person who is speaking. Don't look out the window or at what else is going on in the room.

Make sure your mind is focused

It can be easy to let your mind wander if you think you know what the person is going to say next, but you might be wrong!

If you feel your mind wandering, change the position of your body and try to concentrate on the speaker's words (Gerzon, n.d.)

Let the speaker finish before you begin to talk. Speakers appreciate having the chance to say everything they would like to say without being interrupted. When you interrupt, it looks like you aren't listening, even if you really are.

Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about what you want say next.

(Gerzon, n.d.)

Tips for Being a Good Listener

Listen for main ideas The main ideas are the most important points

the speaker wants to get across. Main ideas may be mentioned at the start or

end of a talk, and repeated a number of times. Pay special attention to statements that begin

with phrases such as "My point is..." or "The thing to remember is..."

(Gerzon, n.d.)

Tips for Being a Good Listener

Ask questions If you are not sure you understand what the

speaker has said, just ask. It is a good idea to repeat in your own words

what the speaker said so that you can be sure your understanding is correct.

For example, you might say, "When you said that no two zebras are alike, did you mean that the stripes are different on each one?"

(Gerzon, n.d.)

Tips for Being a Good Listener

Give feedback Sit up straight and look directly at the

speaker. Now and then, nod to show that you

understand. At appropriate points you may also smile,

frown, laugh, or be silent. These are all ways to let the speaker know that you are really listening.

Remember, you listen with your face as well as your ears! (Gerzon, n.d.)

Tips for Being a Good Listener

Remember: time is on your side! Thoughts move about four times as fast as

speech. With practice, while you are listening you

will also be able to think about what you are hearing, really understand it, and give feedback to the speaker.

(Gerzon, n.d.)

Tips for Being a Good Listener

Build atmosphere of trust Lean forward, make eye contact Have enough time & energy to listen Restate, clarify & sum up what you’ve

heard Practice listening Ask for feedback

(Gerzon, n.d.)

Active Listening Do’s

◦Finishing others thoughts◦Tolerating or creating distractions◦Faking paying attention◦Creating early assumptions without

keeping an open mind◦Calling the subject uninteresting◦Criticizing the speaker or the topic

being discussed

(Gerzon, n.d.)

Culprits of Non-active Listening

Verbal Communication: Listening (Gerzon, n.d.)

Effective Active

Listening

Visualize

EncourageClient to Talk

Make NoAssumptions

Paraphrase& Repeat

MonitorNon-Verbal

PayAttention

Effective Listening Skills

You Tube

Bascal & Associates. (2008-2010). What are probing questions? Probing questions ask for more information or clarification. Retrieved from http://work911.com/communication/skillsprobing.htm

Gerzon, J. (n.d.). Key tips for active listening. Retrieved from http://web.mit.edu/hr/oed/learn/comm/art_active.html

Proven Models. (2005-2011). SIER Hierarchy of active listening. Retrieved from http://www.provenmodels.com/554

Ramon, P.R. & Niedringhaus, D. M. (2008). Client Communication. Fundamental nursing care (2nd ed.). (pp. 226-242). Upper Saddle River, NJ: Person Prentice Hall

Steil, L., Baker, L., & Watson, K. (1983). SIER Hierarchy of active listening. Proven Models (2005-2011). Retrieved from http://www.provenmodels.com/554

References