Listening with empathy Save time, communicate more effectively and improve patient and provider satisfaction

“ ” we follow. Don’t just do something, be there. With empathy, we don’t direct, we follow. Don’t just do something, be there. ” Marshall Rosenberg, PhD Founder of the Center for Nonviolent Communication embed video

What are the benefits of connecting with empathy? Improves the physician-patient relationship Can lead to greater professional satisfaction Increased collaboration among co-workers *When a patient recognizes both clinical competence and caring demonstrated by empathy, trust develops.

Eight steps to listening with empathy in your practice 1 Decide to connect with empathy 2 Use subtle cues to convey that you are listening intently and honor the first “golden moments” 3 Listen for underlying feelings 4 Listen for underlying needs or values

Eight steps to listening with empathy in your practice 5 Remain present when you are listening to the speaker 6 Consider responding verbally 7 Look for cues that the speaker has finished expressing him/herself 8 Reflect on your experience and rejuvenate yourself for the next time you offer empathy

Listening with empathy tools – deep empathetic listening will allow you to be attuned to the underlying needs or values that the emotions are pointing to. Needs and Values Subsistence: health, sustenance, soothing, comfort Safety: security, fairness, protection, consideration Work: competence, contribution, productivity Honesty: authenticity, integrity, clarity Autonomy: choice, freedom, control, independence, power, space Challenge: adventure, play, learning Transcendence: meaning, purpose, beauty, creativity Rest: sleep, relaxation, humor, leisure, ease Empathy: respect, acceptance, support Community: acknowledgement, belonging, cooperation May N, Becker D, Frankel R, Haizlip J, Harmon R, Plews-Ogan M, et al. Appreciative Inquiry in Health Care: Positive Questions to Bring Out the Best. Brunswick, Ohio: Crown Custom Publishing, Inc.; 2011.

How is it working at other practices? Houston, TX Steps in Practice Summary - A practice in Houston, TX The case study describes an elderly patient with chronic congestive heart failure, who (in addition to his wife) has been dissatisfied with his care. The patient’s wife describes the reasons why he has been dissatisfied to his current cardiologist and internist through an email. The patient then meets with his internist to discuss his care goals, along with his previous experiences. The internist conveys he is listening using body language, active listening, and other empathetic listening techniques. Working together, the patient, his wife, and physician feel as though they can work together to increase satisfaction for the patient based on a level of understanding that resulted from the discussion.

For additional resources, frequently asked questions and implementation support, visit www.stepsforward.org!