54 | www. Char l es tonPhys i c i ans . com | www.Hea l thL i nksChar l es ton . com kind of like encouraging them that this is a safe space to talk.” Another facet of active listening is parroting or rephrasing, which involves repeating or summarizing what an individual said in different words, much as Dr. LaPenna does with his patients. This tells them that they are not only being listened to but are cared about as well. Lindsey Schwartz, LMSW, lead therapist at Palmetto Lowcountry Behavioral Health, noted that active listening is an especially critical skill at a workplace like theirs, where they can essentially act as the de facto first responder or first line of defense for a person in crisis. “In order for them to trust us or even start to build a rapport with us, we have to be able to show that we are here, we are listening and we understand what’s going on,” she said. “Feeling heard and feeling that the person that’s interviewing you is understanding what you are saying is key,” Taylor added. “It makes them feel safe. It builds trust.” Body language is also a crucial aspect of active listening. This requires maintaining eye contact – priority No. 1 – an open posture with no leg or arm crossing and no distracted glances at phones or laptops. BALANCING THE DEMANDS OF TIME AND PATIENT NEEDS In the medical profession, if a physician is distracted or not really listening closely, it could lead to a misdiagnosis. An active listening approach can lead to greater patient satisfaction and better overall health outcomes, in addition to its therapeutic effect on patients. Although most doctors are well-trained in communication modules and understand the significance of active listening, balancing the competing demands of time, patient needs and productivity can be a challenge. “I would love to have more time to spend with patients,” asserted Dr. LaPenna, who previously worked in outpatient neurology. When a primary care physician must see 30 people over seven hours, for example, it can be difficult to give individual patients the time they need and practice active listening, he elaborated. His own family members have told him that when they have had a good experience with a doctor, they’ll say it’s usually because "they listened to me’ or ‘they spent time with me." A JUDGMENT-FREE ZONE Moreover, it’s paramount as part of active listening that you withhold criticism or judgment of the speaker. “And really see the world through their eyes,” stated Taylor. “And step into their shoes. It’s practice. I do it second nature now; I don’t think about it.” While counselors and social workers are trained in active listening during their master’s program, Taylor said that for most recent graduates into the mental health counseling field, “It takes a minute to be able to put your judgments aside and really give that eye contact. And although you may disagree with what they’re saying, it doesn’t matter what we think. We’re trying to see where they are – in the present – and how they view what’s going on in their world so we can help them.” “DO THIS, NOT THAT:” TIPS FOR ACTIVE LISTENING Additional sources: giftoflifeinstitute.org/the-importance-of-active-listening, verywellmind.com/what-is-active-listening-3024343, masterclass.com/articles/how-to-use-active-listening-to-improve-your-communication-skills, healthcarecomm.org/about-us/impact-of-communication-in-healthcare/ psychologytoday.com/us/blog/in-it-together/202006/active-listening-skills. One of the most important parts of listening to a person is not interrupting for a reasonable amount of time. “ “ • Be an active listener who gives responses that show you understand and care about the message or feeling being communicated. Restate or repeat back part of the message. • Ask questions and solicit feedback. • Make good eye contact and give positive reinforcement through both verbal and nonverbal cues such as nodding or smiling. • Be a passive listener who merely hears what a person is saying without providing any feedback or acknowledgment. • Pass judgment or interrupt a speaker. • Look distracted and glance at the clock or your cellphone during a conversation. DOs DON'Ts
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