Chapter 7 Verbal and Written Communications 151
1. Desire to be a good listener. You must want to be a better listener. Is
your intention to learn about and understand the other person? Or do
you feel restless until the speaker stops talking because you want to
prove your intelligence and have a chance to shine?
2. Be open and willing to learn. When listening to someone giving
you instruction, are you resistant to learning new information? Be
open to different points of view, different styles of lecturing, and
new ideas.
3. Show interest. When speaking one-on-one with a patient, it is impor-
tant to show interest in the other person. Good eye contact, a gentle
touch if appropriate, and other body language shows that you are
interested in what the patient has to say. If you tune out the message
due to disinterest, communication will not take place. Pay attention to
the speaker.
4. Resist judgment. If the speaker is wearing strange clothing, has a
reputation for being troublesome, speaks in an annoying voice, or
displays other distracting features, focus on the message the person is
conveying. Try not to be distracted by these less important aspects of
the person.
5. Do not interrupt. Have you ever been continually interrupted when
trying to get a point across to a friend? Recall how frustrating you
found the interruptions. Allow the speaker to give you his entire
message without interrupting him. If you need to ask a question, wait
until the speaker fi nishes his general message.
6. Show empathy and respect. Focus on understanding the message
and viewpoint of the speaker. Look for common views and ways in
which you are alike. Listen with the intent to understand.
7. Look as if you are listening. Active listening requires high energy—
sit up and uncross your legs. Maintain eye contact with the speaker
and lean slightly forward.
8. Give feedback. Repeat what you think the speaker meant. For
example: “If I understand you correctly…,” “Please correct me if
my understanding is wrong…,” “What I believe you are saying
is…”
Check Your Understanding
Ethel is an 84-year-old woman who is a bit confused and in pain.
You are a nurse assigned to assess this patient’s problems. Ethel
speaks slowly, has many concerns, and is desperate to tell you
about her situation. You are very busy and have many tasks
ahead of you. How do you handle this interaction?