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DESCRIPTIONEmpathic Listening. Office Management. 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 - PowerPoint PPT Presentation
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
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
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
Feeling words to listen for…Happy
Angryresentfulannoyedinflamedprovokedincensedinfuriatedoffendedirritatedsullenwrought upworked upindignantirate
Hurt injuredoffendedgrieveddistressedin painsadsufferingafflictedworriedachingcrushedpathetic
Afraid fearfulfrightenedin feartimidchickennervousscaredshakyapprehensivefidgetyrestfulaghastterrifiedquakingcowardly
Empathic Listening Formula Acknowledge Reflect Describe
Speaker Feelings Facts/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.
Empathic Listening FormulaPhrases to help get started:
“It seems like…”
“As I understand it, you sound…”
“It appears as if…”
“If I hear you correctly, you’d like…”
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.”
Steps for Empathic Listening1. 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
Behaviors to Avoid Questioning or Probing Judging Criticizing Lecturing Advising Interrupting Giving autobiographical responses (e.g.
“when I was on that team…”)
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
Points to Remember Empathic listening is about the speaker, not
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
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.
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?
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?
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.
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.