Although listening may be an activity we all do passively, reflective listening is a learned skill that greatly improves the quality of care. Improve patient satisfaction and meaningful relationships by lending an empathic ear.
We’ve all been in situations where someone speaks to us, and we seem to look right through them. We might conclude before they’ve even finished speaking or spend more energy focusing on our response instead of validating what the other person is saying. In short, we live in a world full of distractions. A hospital or healthcare setting does not fall short of things that take our attention: phones, computers, loudspeakers, conversations going on across the hall, doors shutting- the list goes on.
As days only seem to get busier, staying focused on the conversation at hand can be hard, especially if your mind wanders to the next pressing task that needs to be completed. The key is reflective listening, and the benefits of intentionally utilizing this skill in nurse rounding will transcend across all staff and patient satisfaction.
What is Reflective Listening?
So, what is reflective listening? It might seem inherently obvious, or maybe even easy, but the reality is that it is a skill just like any other- it takes practice. Reflective listening involves actively listening to someone, clarifying, and then restating what they said. It establishes a sense of respect and mutual understanding, creating stronger and more meaningful relationships.
A study on patient satisfaction done in 2010 showed that out of six main categories that showed dissatisfaction in a patient’s experience, two of those categories were disrespect and ineffective communication. Reflective listening conveys both verbally and nonverbally a sense of respect and understanding, ensuring that the patient is heard, understood, and any problems are resolved.
2 Types of Reflective Listening
Non-verbal:
Attending to your patient or coworker involves relaying a sense of empathy to one another. Are you making eye contact? Are you facing them or turned away? Is your body language “closed off” or open and inviting? All of these questions give room to determine if your nonverbal cues are communicating to the other person how involved you are in the conversation.
Reflective skills:
To properly show that you are listening, you must reflect on what was said. This often involves stating what was just said to you back to the person you are speaking with. This can be done in a variety of ways, such as acknowledging what they’re saying during the conversation (i.e. a head nod or something like, “Go on” or “I understand.”), reflecting on needs, feelings, and summarizing the main points of the conversation. By summarizing, the person can feel heard and understood.
Conclusion
By taking in cues and reflecting on what was said, there is little room for misinterpretation. This allows for better teamwork, efficiency in healthcare, less risk (needs are better communicated), and patients feel important and more in control. We put our own biases, thoughts, and opinions aside to truly focus on what’s being said. The patient is the expert in their own life, so reflective listening is key!
