Effective communication requires active listening

1. ACTIVE
LISTENING
BY : LILI HUSNIATI YAACOB

2. Presentation
Outline
1) WHAT IS ACTIVE LISTENING ?
2)WHY IS IT SO IMPORTANT ?
3)HOW TO DO IT?
4)WHAT ARE THE BARRIERS?
5)WHEN ? DEALING WITH DIFFICULT
SITUATION

3. WHO?

5. WHAT?

6. “ Active listening is a technique
that enables you to fully
concentrate on what others are
saying, and to understand their
complete message. "

7. WHY?

8. IT IS EVIDENCE BASED MEDICINE !!!

9. BENEFITS OF ACTIVE
LISTENING
01
02
03
04
05
06
07
08
It eases fear and
anxiety
It earns trust and boosts
confidence
It lessens the incidence
of misunderstandings
It enables better care
It provides for improved
medical outcomes
Prevents from missing
important information
Can help to resolve conflict
And many other
benefits.....

10. HOW ?

11. CORRECT ATTITUDE
S
T
A
R
T
W
I
T
H
.
.
.
.
what patient says is important
avoid interruptions -let patient finish
put the focus on the patient
resist temptation to talk about your agenda
don't enter the consultation with assumptions

12. COMPONENT OF
ACTIVE
LISTENING
COMPREHEND RETAIN
REFLECT RESPOND

13. UNDERSTAND
the complete message
C
O
M
P
R
E
H
E
N
D
ATTENTION
to both the verbal and non verbal

14. L
I
S
T
E
N
I
N
G
F
A
C
T
S

15. NON- VERBAL
both yours and patient's non-
verbal cues
facial expressions
eye contact
gestures
open body postures
"Listening with your eyes"

16. VERBAL
listening to patient's actual words
content of the consultation

17. M
E
N
T
A
L
D
I
S
T
R
A
C
T
I
O
N
S

18. P
H
Y
S
I
C
A
L
D
I
S
T
R
A
C
T
I
O
N
S NOISE
CLINIC SETTING
MOVEMENTS E.G
FIDGETING
MEDICAL RECORD/FOLDER
COMPUTER
PHONE

19. EXAMPLE
OF WHAT NOT
TO DO !!!

21. IMPORTANT TO ENSURE
CAN RETAIN INFO
R
E
T
A
I
N
short notes
concentrating
good memory

22. R
E
F
L
E
C
T
the process of paraphrasing
and restating both the feelings
and words of the speaker.

23. R
E
F
L
E
C
T
The purposes of reflecting are:
To allow the patient to 'hear' their own thoughts and to
focus on what they say and feel.
to show the patient you are rying your best to
understand their view
Opportunity to clarify the issue
To encourage them to continue talking.

24. 2 main techniques :
R
E
F
L
E
C
T
MIRRORING PARAPHRASING
using other words to reflect
what the speaker has said
Read more at: https://www.skillsyouneed.com/ips/reflecting.html
repeat key words or the last few
words spoken

25. Need to combine
FEELINGS
R
E
F
L
E
C
T
CONTENT
"So you feel frustrated taking
so many medications?"
"There's so many medications that
I have to take"

26. R
E
S
P
O
N
D
show that we understand what the patients have said, have
paid attention to their words and also read their non-verbal
cues.

27. VERBAL AND NON-
VERBAL
R
E
S
P
O
N
D
Validation
Show you’re listening—even if
you disagree
Normalize -“ I would be
feeling like that too if this
happen to me”
FEEDBACK
NON-JUDGEMENTAL
EMPHATHETIC
SUMMARISING
Nodding your head
“I understand”
“Hmmm”
“Did I get that right?”

28. EXAMPLE
HOW TO DO !!!

30. WHAT?

31. THE BARRIERS
TRYING TO BE
A MIND-
READER
DISTRACTIONS
FILTERING
JUDGING
PREMATURELY

32. WHEN?

33. SITUATIONS WITH EMOTIONAL ISSUES AFFECTING PATIENTS AND/OR FAMILIES
DIFFICULT SITUATION
ANGRY
NON
ADHERENCE
ANXIOUS
BREAKING
BAD NEWS

34. HOW
DOES
ACTIVE
LISTENING
HELP?
PROMOTES USE OF
RATIONAL MIND
slows conversation down
time to fully understand
what the other person is
saying before responding.
HELPS YOU
UNDERSTAND A
PERSON' S POINT
OF VIEW
H E L P S D E T E C T A N D
S O L V E P R O B L E M S
focusing on finding solutions
which fit the patient
C A N D E E S C A L A T E
T H E E M O T I O N
Patient feels they are
heard

35. Question ?

36. THANK YOU