Empathic Listening Office Management

2 Empathic Listening Defined  Listening empathically means to listen with the intent to understand how the speaker feels in addition to understanding his or her ideas  Showing empathy involves identifying with a person’s emotions and situation, even if not in agreement with them

3 Empathic Listening Defined  Empathic listening is typically an effective technique to use in emotional situations, when there is a problem that needs resolving, or if there is conflict present  The goal is to enable the listener to share emotions free from judgment or criticism

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5 Guidelines to Nature of Emotions  Emotions serve as a monitoring system  Locating the feeling source is helpful in finding solutions  Feelings are not good or bad-they just are  Feelings are present in all transactions-work on listening for them  Reporting feelings is better than holding them in  Most people need to increase their feeling word vocabulary

6 Feeling words to listen for… Happy delighted joyful festive contented complacent satisfied serene comfortable peaceful tranquil ecstatic rapturous

7 Sad crestfallen despondent disheartened discouraged low downcast dejected unhappy depressed heavy-hearted discontented moody moping sullen

8 Angry resentful annoyed inflamed provoked incensed infuriated offended irritated sullen wrought up worked up indignant irate

9 Hurt injured offended grieved distressed in pain sad suffering afflicted worried aching crushed pathetic

10 Afraid fearful frightened in fear timid chicken nervous scared shaky apprehensive fidgety restful aghast terrified quaking cowardly

11 Interested concerned affected fascinated engrossed intrigued absorbed excited curious inquisitive

12 Fearless encouraged courageous secure reassured bold brave daring gallant herioc self-reliant

13 Doubtful unbelieving skeptical distrustful suspicious dubious uncertain questioning wavering hesitant

14 Eager keen earnest intent ardent zealous anxious enthusiastic avid hot-headed desirous

15 Empathic Listening Formula Acknowledge Reflect Describe Speaker FeelingsFacts/Situation “You got… upset… when you didn’t get promoted at work.” Adapted from: Burley-Allen, Madelyn. Listening: The Forgotten Skill (2nd edition). New York, NY: John Wiley & Sons, Inc., 1995.

16 Empathic Listening Formula Phrases to help get started: “You feel…” “It seems like…” “As I understand it, you sound…” “It appears as if…” “If I hear you correctly, you’d like…”

17 Empathic Listening Example Speaker:“I can’t believe what poor shape our finances are in. I think Karen is really mismanaging the budget and I’m worried.” Listener:“If I hear you correctly, you feel distressed about what’s happening with the company’s money.”

18 Steps for Empathic Listening 1. Listen carefully to the speaker’s messages, both verbal and nonverbal 2. Display an open, caring posture 3. Consider the speaker’s emotional state 4. Calmly reflect back what you perceive the speaker’s feelings and meaning to be

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20 Behaviors to Avoid  Questioning or Probing  Judging  Criticizing  Lecturing  Advising  Interrupting  Giving autobiographical responses (e.g. “when I was on that team…”)

21 Empathic Listening Tips  Be interested in the speaker  Have good eye contact and body language  Minimize distractions  Invite the speaker to expand on his or her thoughts  Respond in a tone that is appropriate for the situation

22 Points to Remember  Empathic listening is about the speaker, not the listener  It is not necessary to use empathic listening during an entire conversation; it is primarily a way to understand another person’s point of view

23 How this relates to Veterinary Medicine  It is vital that we listen to our clients.  Listen to what they are saying, not just hearing their words.  Effective listening will minimize miscommunication and future complaints.  Remember pets are very emotional things and should be regarded with care and respect.

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25 Example  Client comes in and says that she is upset that you have charged her $35 for a Rabies vaccination which she does not feel that she needs.  What do you do?

26 Example  Client comes in and proceeds to become hysterical in waiting room about the bill.  What else do you need to know in this situation to effectively handle the situation?  What would you do?

27 Technician/Office Management Tips  To completely effectively listen, one should remove the person to a quiet, separate area so that the focus can be on the client and the issue.  If possible, the office manager should be involved in the conversation.  A clear plan should be established on what can be done to solve the problem.

28 Tips Continued  Never say you will get back to someone and then not!!!  Always try to concretely identify the problem, what the client wants, and then a solution that you can work towards together in a given time frame.