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CHAPTER 9: LEADERSHIP COMMUNICATION
point of view to concentrate on the patient’s point of view. The therapist listens totally,
drawing out more information rather than thinking about a response.
The next time you are in a conversation in which the other person talks about some
problem or concern practice professional listening by doing the following:
1. Hold a steady gaze on the person’s left eye (not the nose or face, but the left eye)—
use a soft gaze, not a hard stare.
2. Remove your thoughts and opinions from the conversation—quell your mind chatter
and your desire to say something in response.
3. Suspend judgment—rather than critically analyzing what is being said, feel empathy
as if you are walking in the other person’s shoes.
4. Draw out the other person’s thoughts withbrief questions and paraphrasing. Repeat
the professional listening approach at least three times with different people to get
comfortablewith it.
List your thoughts on how the other people responded to your listening, and what it
felt like to you.
Other person responded:
1.
2.
3.
What I felt:
1.
2.
3.
In Class: The instructor can divide students into pairs—listener and speaker—in
class to practice this exercise. The “speaking” students can be asked to talk about some
small problem or annoyance they encountered in the previous day or two. The “listen-
ing” students can be given instructions to not speak during the first trial, and instead just
