Active listening

• Active listening is listening and responding to other people in a way

  that builds rapport, trust and understanding between those

  involved
• Active listening involves:

  • Hearing the ‘real’ messages and their intentions, i.e. by listening to what the service user is actually saying through both their verbal and non-verbal communication.
  • Health care and social care service practitioners develop skills to listen to not just the words and what they think these mean, but to the real message that the service user is trying to convey.
• Open, relaxed posture

  An open, relaxed posture shows you are approachable and willing to listen.

  Example:

  • A nurse sitting down in a relaxed posture with arms/legs uncrossed in a GP surgery preparing to take a blood test from a service user.
  • A day centre worker welcoming service users to the day centre by standing at the front gates with open arms.
• Eye contact/looking interested

  Eye contact/looking interested shows you have a genuine interest in what service users are communicating.

  Example:

  • A practitioner in a pharmacy making eye contact while listening to a service user’s symptoms.
  • An activities worker making eye contact with a service user who is trying a new activity.
• Nodding agreement

  Nodding agreement shows you understand and agree with what service users are communicating.

  Example:

  • A practitioner listening and nodding to a service user in a support group while discussing their fears.
  • A care worker in a residential home listening and nodding to service users’ questions and comments in relation to different aspects of the services provided.
• Showing empathy/ reflecting feelings

  Showing empathy/reflecting feelings shows you understand what service users are communicating and how they are feeling.

  Example:

  • A practitioner working in a foodbank empathising with a service user feeling embarrassed that they have to ask for help.
  • A nurse in a hospital empathising with a service user who has fallen over and hurt themselves.
• Clarifying

  Clarifying shows you are trying to understand what service users are communicating.

  Example:

  • A practitioner working in an opticians clarifying with a service user whether they have experienced any changes in their eyesight.
  • A practitioner in a community centre clarifying the support that every service user requires to participate in an outdoor activity.
• Summarising

  Summarising shows you have understood the key points of what service users are communicating.

  Example:

  • A practitioner working in a walk-in centre summarising the accidental injuries a service user has sustained to their foot while gardening.
  • A care worker in a residential home summarising the key points the service users need to remember when doing a craft activity.
• Benefits of Active listening

  • Builds Trust and Strong Relationships
  • Can Help You to Resolve Conflict
  • Prevents You From Missing Important Information
  • Enables You To Identify or Anticipate Problems
  • Helps You To Build More Knowledge