Connecting Listening Connecting Listening and Thinking in the and Thinking in the

Communication Communication processprocess

Connecting Listening Connecting Listening and Thinking in the and Thinking in the

Communication Communication processprocess

DR/FATMA K.AL-THOUBAITYDR/FATMA K.AL-THOUBAITYSURGICAL CONSULTANTSURGICAL CONSULTANTASSISSTANT PROFESSORASSISSTANT PROFESSOR

lisening• The process of receiving,

constructing meaning form and responding to spoken or nonverbal messages.

HURIER model• Developed by listening scholar Judi

Brownell.

Stages of effective listening

• Hearing• Understanding.• Remembering.• Interpreting.• Evaluating.• Responding.

• Giving feedback is an important part of being an effective listener.

The functions of listening

• Obtain information.• Evaluate.• Empathy.• Enjoyment.

Barriers to effective listening

• The topic or speaker uninteresting.• Criticizing the speaker instead of

the message.• Concentrating on details ,not main

ideas.• Avoiding difficult listening

situations.

• Tolerating or failing to adjust to distractions.

• Faking attention.

Competent Listeners• Be prepared to listen.• Behave like a good listener.• Take good notes.• Ask question to clarify information.

Emotions and Feelings• Empathy, sympathy, and

empowerment.

The importance of empathy and sympathy• Sympathy and empathy are

essential for establishing rapport in helping relationships.

• Better perception and understanding the message.

Sympathy • It is to identify and communicate

that you understand the patient feelings (I know how you feel ).

Empathy • It is sharing his feeling (I feel what

you feel).

Empathy• Appreciating/understanding.• Creates rapport,builds bridge• Does not mean you agree with

them.• Does not mean they are right.

Sympathy • Over-identifying emothionally.• You will get too close.

Empowerment • It is helping the other person to be

entrusting to think and act independently for himself.

• It is important for enhancing creativity, cooperation, inspiration and increasing productivity.

Listening and Empathic Responding

• The patients feeling of being understood is therapeutic of itself.

• Understanding both the content and the feelings.

Types of responding• Summarizing responding.• Paraphrasing responding.• Empathic responding.

Summarizing responding

• Allow you to be sure you understand the patient and allow the patient to add new information.

Paraphrasing responding

• The technique that used to convey back to the patient the essence of he/she has just said.

Empathic responding• reflection of feeling verbally and

nonverbaly to show caring and attention to the patient.

The verbal cues for empathy

• Use these phrases:• I see what you mean.• I understand why you feel that way.• I understand how frustrating this is.• I know what you mean.

The nonverbal cues empathy

• Eye contact.• Leaning toward them.• Posture,head nods.• Tone voice.

• You must be genuine or sincere in the relationship.

• Setting limits in the relationship is ok such as:

Telling that you do not have time right now but will telephone or set an appointment.

• Respect and acceptance of the patient:

Positive feeling for patients and no negative judgment, will allow them to be more open in their communication with you.

• Empathy serves primarily as a reflection of the patients feelings rather than focusing on the content of the communication.

• There is empathic attitude toward others .this mean:

You want to listen,try to understand and accept feelings and points of view.

Without trying to change them, stop them or judge them.

• Patient:• I do not know about my doctor.one

time he is nice,the next time he is rude I swear I won t go back again.

• Paraphrase:he seems to be very inconsistent.

• Empathic:• You must feel uncomfortable going

to see him if you never know what to expect from him.

• Patient: the Dr.does not seem to care .i have to wait endlessly in the waiting room.then when I do get to see him,I get the feeling he does not have time to talk to me.

• Understanding response:• You seem to feel: there is not the

caring you would like.