A current catch phrase for improving communication via paying attention to the other person (patient or otherwise) is "Listening with Intent to understand." That is, to understand what the other person is saying, not with the intent to form our response. Listen to what the patient is saying, and not saying, and the nonverbal component of the communication as well. Understanding the other person's intended communication will improve our ability to provide the service and exceed expectations.
Learning Objectives:
You will learn techniques to adjust your listening to better understand what the other person is saying.
You will learn to formulate your responses so that the response reflects the content of the other persons communication.
You will learn to improve your understanding of another's communication, and be enable to improve expectations in order to provide exceptional service.