Building relation listening nursing 2010 2011

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Building relation listening nursing 2010 2011

  1. 1. Building Relationship: Active Listening Dr. Yousif A.Yaseen Psychiatrist 2010-2011
  2. 2. Communication skills <ul><li>Interpersonal communication can mean the ability to relate to people in written as well as verbal communication.  </li></ul><ul><li>This type of communication can occur in both a one-on-one and a group setting.  </li></ul><ul><li>This also means being able to handle different people in different situations, and making people feel at ease.  </li></ul>
  3. 3. Communication Principles Be aware of your communication Appropriately adapt your message to others Effectively use and interpret verbal messages Listen and respond thoughtfully to others Effectively use and interpret nonverbal messages
  4. 4. Communication skills <ul><li>active listening, </li></ul><ul><li>giving and receiving criticism, </li></ul><ul><li>dealing with different personality types, and </li></ul><ul><li>nonverbal communication. </li></ul>
  5. 5. REVIEW <ul><li>How do listening skills relate to healthy relationships? </li></ul><ul><li>What can happen when there are differences in communication styles and listening styles in relationships? </li></ul>
  6. 6. Listening <ul><li>The ability of nurses to capture and understand clients’ messages. </li></ul><ul><li>The goal is understanding ! </li></ul><ul><li>Another purpose of listening is to establish rapport </li></ul><ul><ul><li>Listening demonstrates concern and a desire to understand the person and situation </li></ul></ul><ul><ul><li>Allows you to demonstrate understanding, which is important in relationship building </li></ul></ul>
  7. 7. Listening Skills <ul><ul><li>The act of hearing attentively ; “you can learn a lot just by listening” </li></ul></ul><ul><ul><li>The ability to understand the content of a presentation or conversation, and the ability to follow instructions, is the basis to success at any job. </li></ul></ul><ul><li>Listening is not a natural process. </li></ul><ul><li>Listening requires effort (active not passive) </li></ul>
  8. 8. Effective Listening Involves . . . <ul><li>. </li></ul><ul><li>Setting the stage </li></ul><ul><li>Remove Distractions </li></ul><ul><li>Be open and accessible </li></ul><ul><li>Listen with Empathy </li></ul><ul><li>Ensuring Mutual Understanding </li></ul><ul><li>Reflect feelings </li></ul><ul><li>Paraphrase main ideas </li></ul><ul><li>Seek clarification </li></ul><ul><li>Confirm next steps </li></ul><ul><li>Understanding body Language </li></ul><ul><li>Observe position and posturing </li></ul><ul><li>Make eye contact </li></ul><ul><li>Consider expressions/gestures </li></ul><ul><li>Suspending judgment </li></ul><ul><li>Concentrate </li></ul><ul><li>Keep an open mind </li></ul><ul><li>Hear the person out </li></ul>
  9. 9. 3 Types of Listening Active Listening Passive Listening Hearing
  10. 10. Four Personal Listening Styles <ul><li>CONTENT ORIENTED: Focus on issues and arguments </li></ul><ul><li>PEOPLE ORIENTED: Focus on feelings and emotions </li></ul><ul><li>ACTION ORIENTED: Impatient and often finish speakers’ thoughts – tend to second guess </li></ul><ul><li>TIME ORIENTED: Prefer bulleted talking points quickly and briefly. </li></ul>
  11. 11. Stages of the Listening Process <ul><li>Hearing </li></ul><ul><li>Focusing on the message </li></ul><ul><li>Comprehending and interpreting </li></ul><ul><li>Analyzing and Evaluating </li></ul><ul><li>Responding </li></ul><ul><li>Remembering </li></ul>
  12. 12. Barriers to Active Listening <ul><li>Environmental barriers </li></ul><ul><li>Physiological barriers </li></ul><ul><li>Psychological barriers </li></ul><ul><li>Selective Listening </li></ul><ul><li>Negative Listening Attitudes </li></ul><ul><li>Personal Reactions </li></ul><ul><li>Poor Motivation </li></ul>
  13. 13. How to Be an Effective Listener <ul><li>What You Think about Listening ? </li></ul><ul><li>Understand the complexities of listening </li></ul><ul><li>Prepare to listen </li></ul><ul><li>Adjust to the situation </li></ul><ul><li>Focus on ideas or key points </li></ul><ul><li>Capitalize on the speed differential </li></ul><ul><li>Organize material for learning </li></ul>
  14. 14. How to Be an Effective Listener (cont.) <ul><li>What You Feel about Listening ? </li></ul><ul><li>Want to listen </li></ul><ul><li>Delay judgment </li></ul><ul><li>Admit your biases </li></ul><ul><li>Don’t tune out “dry” subjects </li></ul><ul><li>Accept responsibility for understanding </li></ul><ul><li>Encourage others to talk </li></ul>
  15. 15. How to Be an Effective Listener (cont.) <ul><li>What You Do about Listening ? </li></ul><ul><li>Establish eye contact with the speaker </li></ul><ul><li>Take notes effectively </li></ul><ul><li>Be a physically involved listener </li></ul><ul><li>Avoid negative mannerisms </li></ul><ul><li>Exercise your listening muscles </li></ul><ul><li>Follow the Golden Rule </li></ul>
  16. 16. PROBLEMS OF LISTENING <ul><li>1. DAYDREAMING </li></ul><ul><ul><li>2. PRETENDING ATTENTION </li></ul></ul><ul><ul><li>3. PRE-JUDGING </li></ul></ul><ul><ul><li>4. CLOSING OFF SPEAKER </li></ul></ul><ul><ul><li>5. GIVING IN TO DISTRACTION </li></ul></ul>
  17. 17. TIPS FOR EFFECTIVE LISTENING <ul><li>STOP TALKING AND LISTEN </li></ul><ul><li>FOCUS ON WHAT IS BEING SAID </li></ul><ul><li>PAY ATTENTION TO VOICE INFLECTION AND BODY LANGUAGE </li></ul><ul><li>WAIT UNTIL THE SPEAKER FINISHES BEFORE RESPONDING </li></ul><ul><li>BE NONJUDGEMENTAL </li></ul><ul><li>DON’T BE TURNED OFF BY JARGON </li></ul><ul><li>DON’T DECIDE EARLY THAT THE SUBJECT IS TOO HARD OR TOO EASY </li></ul><ul><li>LISTEN BETWEEN THE LINES FOR FEELINGS </li></ul><ul><li>ASK SPEAKER TO CLARIFY </li></ul>
  18. 18. Factors that Interfere with Effective Listening <ul><li>Rehearse a response </li></ul><ul><li>Drifting or daydreaming </li></ul><ul><li>Stumbling on “hot” words </li></ul><ul><li>Filtering messages (tuning out) </li></ul><ul><li>Being distracted by extraneous details or distractions </li></ul>
  19. 19. Listening Skills <ul><li>C: Clarifying </li></ul><ul><li>A: Attending </li></ul><ul><li>P: Paraphrasing </li></ul><ul><li>S: Summarizing </li></ul>
  20. 20. Clarifying: Providing Open Invitations to Talk <ul><li>The Nurse uses open questions: </li></ul><ul><ul><li>to elicit examples of specific behaviors resulting in a better understanding of what is being described by the client. </li></ul></ul><ul><ul><li>carefully and selectively to encourage client elaboration, thereby gaining additional relevant information on specific points. </li></ul></ul>Definition
  21. 21. <ul><li>Questions should be selected carefully to: </li></ul><ul><ul><li>encourage client expressiveness </li></ul></ul><ul><ul><li>allow a clear and comprehensive picture of the situation </li></ul></ul><ul><ul><li>increase the client’s active participation </li></ul></ul><ul><ul><li>decrease resistance and defensiveness by trying to understand </li></ul></ul><ul><li>The goal is to hear and understand the nurse, not to use questions in a rote and mechanical fashion. </li></ul>
  22. 22. <ul><li>Open Invitations (Open Questions): </li></ul><ul><ul><li>help begin an interview (e.g.?) </li></ul></ul><ul><ul><li>encourage client to elaborate on a specific point (e.g.?) </li></ul></ul><ul><ul><li>help elicit examples of specific behavior (e.g.?) </li></ul></ul><ul><ul><li>allow nurse to better understand what is being described by consultee </li></ul></ul><ul><ul><li>allow nurse to retain “control” of the interview, but convey the fact that the relationship is also important </li></ul></ul>
  23. 23. Attending <ul><li>The nurse is effectively within the interview, demonstrated by listening carefully and remaining attentive to the client. </li></ul><ul><li>The nurse follows what the client is saying and does not interrupt or jump from subject to subject (i.e., pursues issues when they arise, and stays with them for a sufficient and appropriate amount of time). </li></ul>
  24. 24. <ul><li>Strategies used to orient toward the client; suggests “presence.” </li></ul><ul><li>S : Sit straight </li></ul><ul><li>H : Have an open posture </li></ul><ul><li>A : Acknowledge </li></ul><ul><li>R : Relax </li></ul><ul><li>E : Engage using Eye communication </li></ul>
  25. 25. Paraphrasing <ul><li>Restating in one’s own words the main points of client’s statements. </li></ul><ul><li>Conveys understanding. </li></ul><ul><li>Repeats essence of message (“You’re telling me that...”). </li></ul><ul><li>Promotes client decision-making. </li></ul><ul><li>Encourages elaboration. </li></ul>
  26. 26. Summarizing <ul><li>A collection of two or more paraphrases or reflections based on critical dimensions of client’s statements. </li></ul><ul><li>Focuses interview by condensing and clarifying what was said. </li></ul><ul><li>Identifies common theme. </li></ul><ul><li>Moderates pace of interview and reviews progress. </li></ul><ul><li>Serves as transitional statement. </li></ul>
  27. 27. Go ahead, I’m listening <ul><li>Listening is a way to show that you care about and respect another person </li></ul><ul><li>Listening to another person is the best way to learn about that person </li></ul><ul><li>Listening to others is necessary if you want others to listen to you. Often, people will listen better to someone who has been a good listener to them </li></ul>
  28. 28. References : <ul><li>Communication in Nursing, J.B. Riley, Fourth edition,2000. </li></ul><ul><li>Interpersonal Relationships, Professional Communication Skills for Nurses. E.C.Arnold and K.U.Boggs, Fifth edition, 2003. </li></ul><ul><li>Websites: www.mindtools.com/CommSkll/CommunicationIntro.htm </li></ul>
  29. 29. thank you for your kind listening

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