Active Listening. A good listener focuses completely on what is being said and gives full attention to the speaker until either the message has been received or the speaker has finished speaking.
Active Listening dealing sensitively and culturally appropriate others’ feelings, needs, vulnerabilities and concerns Culturally competent and compassionate leaders need to have communication skills based on culture and compassion health care principles and values. They need to practice active listening to their staff and patients and responding to their needs, vulnerabilities and concerns with cultural sensitivity. They should be able to deal with the feelings of others, and respect patients’ and staff’s dignity through culturally sensitive and culturally appropriate compassionate care. Leaders must be open minded and listen to diverse opinions and practices before making decisions or expressing opinion. Patients’ and staff’s concerns must be a culturally compassionate leader’s priority and addressed in a consultative, sensitive and supporting manner. This leads to a climate of trust between them and their staff and achieves an efficient and compassionate care underpinned by equality and lack of discrimination. Leaders must create a working environment that values diversity and promotes intercultural communication and understanding. Culturally competent compassionate health care leaders speak openly and debate about their vision and values. They put those whom they serve (patients, families, staff, faculty, learners etc.) first, leading change to promote equity and inclusion for all. They plan and experiment to achieve results based on root causes. They check and adjust regularly. Such leaders build consensus on and communicate clear and challenging direction within the framework of culture and compassion.
Active Listening. Active listening, a term coined by Xxxxx Xxxxxxxx, implies integrating what is being talked about outside of your organization with the processes inside your organization that are driving those conversations. In other words, it means listening intently enough that you actually understand not only what is being said, but how and why it came about, and formulating at least a basic idea as to what you will do next because of it. The implication here is deeper than what social media marketing would typically consider: The ensuing analysis and response will more often than not involve the entire organization, or the better part of it. Consider the case of Freshbooks, a small business billing and time tracking service. Freshbooks makes a practice of paying attention to its customers, including what they are saying on Twitter. One post in particular caught their attention: Freshbooks customer Xxxxxxxx Xxxxxxxxx had been stood up on a date. Freshbooks’ response, shown in Figure 8.2, taken from social media pro Xxxxx X’Xxxxx’x series on using Twitter in business, got right to the point: “We would never stand you up.” But then they did one better: Xxxxxxxx is a Freshbooks customer, so Freshbooks sent Xxxxxxxx fresh fl owers. The result is near-legend status on the Web. Google it.
Active Listening. Competence description Giving full attention to what other people are saying and expect, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times Knowledge examples Knowledge of the various dimensions and elements of active listening and non-verbal communication Skills examples Pays attention to body language Attitude examples Non-judgmental and engaging attitude Listens openly, without judgement
Active Listening. Description
