Building relation listening nursing 2010 2011Presentation Transcript
Building Relationship: Active Listening Dr. Yousif A.Yaseen Psychiatrist 2010-2011
Interpersonal communication can mean the ability to relate to people in written as well as verbal communication.
This type of communication can occur in both a one-on-one and a group setting.
This also means being able to handle different people in different situations, and making people feel at ease.
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
giving and receiving criticism,
dealing with different personality types, and
How do listening skills relate to healthy relationships?
What can happen when there are differences in communication styles and listening styles in relationships?
The ability of nurses to capture and understand clients’ messages.
The goal is understanding !
Another purpose of listening is to establish rapport
Listening demonstrates concern and a desire to understand the person and situation
Allows you to demonstrate understanding, which is important in relationship building
The act of hearing attentively ; “you can learn a lot just by listening”
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.
Listening is not a natural process.
Listening requires effort (active not passive)
Effective Listening Involves . . .
Setting the stage
Be open and accessible
Listen with Empathy
Ensuring Mutual Understanding
Paraphrase main ideas
Confirm next steps
Understanding body Language
Observe position and posturing
Make eye contact
Keep an open mind
Hear the person out
3 Types of Listening Active Listening Passive Listening Hearing
Four Personal Listening Styles
CONTENT ORIENTED: Focus on issues and arguments
PEOPLE ORIENTED: Focus on feelings and emotions
ACTION ORIENTED: Impatient and often finish speakers’ thoughts – tend to second guess
TIME ORIENTED: Prefer bulleted talking points quickly and briefly.
Stages of the Listening Process
Focusing on the message
Comprehending and interpreting
Analyzing and Evaluating
Barriers to Active Listening
Negative Listening Attitudes
How to Be an Effective Listener
What You Think about Listening ?
Understand the complexities of listening
Prepare to listen
Adjust to the situation
Focus on ideas or key points
Capitalize on the speed differential
Organize material for learning
How to Be an Effective Listener (cont.)
What You Feel about Listening ?
Want to listen
Admit your biases
Don’t tune out “dry” subjects
Accept responsibility for understanding
Encourage others to talk
How to Be an Effective Listener (cont.)
What You Do about Listening ?
Establish eye contact with the speaker
Take notes effectively
Be a physically involved listener
Avoid negative mannerisms
Exercise your listening muscles
Follow the Golden Rule
PROBLEMS OF LISTENING
2. PRETENDING ATTENTION
4. CLOSING OFF SPEAKER
5. GIVING IN TO DISTRACTION
TIPS FOR EFFECTIVE LISTENING
STOP TALKING AND LISTEN
FOCUS ON WHAT IS BEING SAID
PAY ATTENTION TO VOICE INFLECTION AND BODY LANGUAGE
WAIT UNTIL THE SPEAKER FINISHES BEFORE RESPONDING
DON’T BE TURNED OFF BY JARGON
DON’T DECIDE EARLY THAT THE SUBJECT IS TOO HARD OR TOO EASY
LISTEN BETWEEN THE LINES FOR FEELINGS
ASK SPEAKER TO CLARIFY
Factors that Interfere with Effective Listening
Rehearse a response
Drifting or daydreaming
Stumbling on “hot” words
Filtering messages (tuning out)
Being distracted by extraneous details or distractions
Clarifying: Providing Open Invitations to Talk
The Nurse uses open questions:
to elicit examples of specific behaviors resulting in a better understanding of what is being described by the client.
carefully and selectively to encourage client elaboration, thereby gaining additional relevant information on specific points.
Questions should be selected carefully to:
encourage client expressiveness
allow a clear and comprehensive picture of the situation
increase the client’s active participation
decrease resistance and defensiveness by trying to understand
The goal is to hear and understand the nurse, not to use questions in a rote and mechanical fashion.
Open Invitations (Open Questions):
help begin an interview (e.g.?)
encourage client to elaborate on a specific point (e.g.?)
help elicit examples of specific behavior (e.g.?)
allow nurse to better understand what is being described by consultee
allow nurse to retain “control” of the interview, but convey the fact that the relationship is also important
The nurse is effectively within the interview, demonstrated by listening carefully and remaining attentive to the client.
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).
Strategies used to orient toward the client; suggests “presence.”
S : Sit straight
H : Have an open posture
A : Acknowledge
R : Relax
E : Engage using Eye communication
Restating in one’s own words the main points of client’s statements.
Repeats essence of message (“You’re telling me that...”).
Promotes client decision-making.
A collection of two or more paraphrases or reflections based on critical dimensions of client’s statements.
Focuses interview by condensing and clarifying what was said.
Identifies common theme.
Moderates pace of interview and reviews progress.
Serves as transitional statement.
Go ahead, I’m listening
Listening is a way to show that you care about and respect another person
Listening to another person is the best way to learn about that person
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
Communication in Nursing, J.B. Riley, Fourth edition,2000.
Interpersonal Relationships, Professional Communication Skills for Nurses. E.C.Arnold and K.U.Boggs, Fifth edition, 2003.