By Beth Allen
I have heard that we retain only 25% of what we hear. Based on my own experience, I believe this to be an accurate statistic. To actively listen may be the number one key to improved communication. This is a skill that needs to be honed, and we have to follow some rules to become good at it.
The definition of active listening is beyond just hearing the words. I used my research partner, Professor Google, and this is what I found: “Active listening is a communication skill that involves actively processing and seeking to understand the meaning and intent behind the words spoken by another person. It requires being a mindful and focused participant in the communication process, paying attention to both verbal and nonverbal cues.”
It is not listening to wait for a pause to interject a response.
Another way to phrase this would be attentive listening. I am being attentive while someone else is speaking. I am giving my full attention.
I can demonstrate my full attention by maintaining eye contact if we are speaking in person. It is easy to be distracted by things happening around us, but if we are having an important conversation then it is critical that we can ignore those distractions. Our body language, facial expressions and responses to what is being said give the speaker confirmation that we are completely engaged in the conversation.
Nonverbal communication is just as important as a listener. A smile and nod can be a powerful message to the speaker and give them confidence to continue. The opposite will happen when the listener is fidgeting, checking their watch or looking at anything other than the speaker.
The listener also needs to participate in the conversation. By asking clarifying questions or summarizing what was heard, we can make sure we are truly understanding the intent of the speaker. It will reinforce that the listener is interested in what is being said.
Although it may be difficult at times, it is beneficial to not judge the viewpoint of the speaker. If we try to understand what is being said, ask clarifying questions to make sure there is a clear understanding before letting any predetermined thoughts enter our minds. It is also important to listen for what the meaning is behind what is being said. What emotion is behind the point being made.
In order to be a good active listener, I believe there are some old habits that need to be broken. It takes a lot of concentration to be a good listener.
We need to be present, which may take some mindfulness work on the side.
We need to be consciously aware of what the perception is of how we are listening.
One tip is to repeat the speaker’s words in your head to block out wherever your mind may be wandering to.
We should also end with a recap of key points or summary of what was said at the end of the conversation.
This skill is important when communicating with anyone but needs to be in practice with every patient that we speak with. They are in an unfamiliar environment, concerned about the test or maybe just the results of the test. They also may not have had a chance to really discuss their concerns with anyone before you. Healthcare has become so fast paced that those discussions do not always happen the way that they should. Patients may be desperate to feel like someone listened to them.
If we take a minute to actively listen, we may get to the bottom of what they are trying to communicate more efficiently. Hopefully, they will leave feeling heard, cared for and relieved.
To actively listen, there cannot be any multi-tasking. Multi-tasking is really a fantasy anyway. It is what makes us feel like we are accomplishing lots of things but is really getting in the way of accomplishing anything well. It clouds our mind, increases stress and is not efficient. This is my commitment for the New Year – no multitasking. Pick something and finish it. That is a whole different subject …
Thanks for all you do!
Beth Allen, RT(R)(CT), CRA, is the director, clinical operations at Banner Imaging
