1. Connecting Listening and Thinking in the Communication process DR/FATMA K.AL-THOUBAITY SURGICAL CONSULTANT ASSISSTANT PROFESSOR

3. lisening The process of receiving, constructing meaning form and responding to spoken or nonverbal messages.

5. HURIER model Developed by listening scholar Judi Brownell.

6. Stages of effective listening Hearing Understanding. Remembering. Interpreting. Evaluating. Responding.

8. Giving feedback is an important part of being an effective listener.

9. The functions of listening Obtain information. Evaluate. Empathy. Enjoyment.

10. Barriers to effective listening The topic or speaker uninteresting. Criticizing the speaker instead of the message. Concentrating on details,not main ideas. Avoiding difficult listening situations.

11. Tolerating or failing to adjust to distractions. Faking attention.

12. Competent Listeners Be prepared to listen. Behave like a good listener. Take good notes. Ask question to clarify information.

14. Emotions and Feelings Empathy, sympathy, and empowerment.

15. The importance of empathy and sympathy Sympathy and empathy are essential for establishing rapport in helping relationships. Better perception and understanding the message.

16. Sympathy It is to identify and communicate that you understand the patient feelings (I know how you feel ).

17. Empathy It is sharing his feeling (I feel what you feel).

18. Empathy Appreciating/understanding. Creates rapport,builds bridge Does not mean you agree with them. Does not mean they are right.

19. Sympathy Over-identifying emothionally. You will get too close.

20. Empowerment It is helping the other person to be entrusting to think and act independently for himself.

21. It is important for enhancing creativity, cooperation, inspiration and increasing productivity.

22. Listening and Empathic Responding The patients feeling of being understood is therapeutic of itself. Understanding both the content and the feelings.

23. Types of responding Summarizing responding. Paraphrasing responding. Empathic responding.

24. Summarizing responding Allow you to be sure you understand the patient and allow the patient to add new information.

25. Paraphrasing responding The technique that used to convey back to the patient the essence of he/she has just said.

26. Empathic responding reflection of feeling verbally and nonverbaly to show caring and attention to the patient.

27. The verbal cues for empathy Use these phrases: I see what you mean. I understand why you feel that way. I understand how frustrating this is. I know what you mean.

28. The nonverbal cues empathy Eye contact. Leaning toward them. Posture,head nods. Tone voice.

29. You must be genuine or sincere in the relationship. Setting limits in the relationship is ok such as: Telling that you do not have time right now but will telephone or set an appointment.

30. Respect and acceptance of the patient: Positive feeling for patients and no negative judgment, will allow them to be more open in their communication with you.

31. Empathy serves primarily as a reflection of the patients feelings rather than focusing on the content of the communication.

32. There is empathic attitude toward others.this mean: You want to listen,try to understand and accept feelings and points of view. Without trying to change them, stop them or judge them.

33. Patient: I do not know about my doctor.one time he is nice,the next time he is rude I swear I won t go back again. Paraphrase:he seems to be very inconsistent.

34. Empathic: You must feel uncomfortable going to see him if you never know what to expect from him.

35. Patient: the Dr.does not seem to care.i have to wait endlessly in the waiting room.then when I do get to see him,I get the feeling he does not have time to talk to me.

36. Understanding response: You seem to feel: there is not the caring you would like.