Chapter 3: Respectful and Effective Listening Flashcards
respectful and effective listening is…
the receiving part of the communication loop
what does respectful refer to in listening?
listener’s mindset towards the speaker
what does effective refer to in listening?
message being received and understood as intended
the more effective the listening the more…
effective the overall communication will be
three areas where listening is paramount responsibility in nursing
- when making clinical assessments
- when attempting to understand patients and others
- when managing conflict
listening styles:
reflective, passive, competitive
reflective listening
active listening; demonstrate empathy for speaker and ensure message is understood
passive listening:
attentive listening; mutual understanding and expectation that opportunities to talk will be balanced with opportunities to listen
competitive listening:
combative listening; disagreeing or arguing with speaker and moving the conversation in a direction the listener wants it to go in
stages of listening:
hearing, attending, understanding, remembering, responding
hearing stage of listening
physiological process of listening that requires ability to hear or understand sign language
attending stage of listening
listener’s focus on verbal and nonverbal expressions of speaker
understanding stage of listening
paraphrasing, clarifying, avoiding assumptions
remembering stage of listening
step in honoring the speaker and utilizing the information
responding stage of listening
essential for letting speaker know he has been heard and understood; done by nodding, clarifying, or validating
