Tales tumbled out-stories of abuse and loss, of witnessing humanity at its best and worst. We quickly changed the curriculum to allow physicians time to share their stories. Many were grappling with challenging conversations and feeling isolated by their unacknowledged struggle. ![]() We thought we would just teach some skills, but we soon realized we also needed to listen to the physicians themselves. In 2011, I helped design a communication training program for all Cleveland Clinic physicians that included approaches to listening to and building empathy for our patients. Amidst all of this, studies show that physician empathy levels decline throughout training, and rise again only later in a doctor’s career. They may miss their kid’s soccer game to comfort a patient who is contemplating their own mortality. As they become more senior, they may travel back and forth from outpatient to inpatient settings. They must learn to stand in the midst of suffering, field questions they don’t know the answers to, and parse medical jargon. Working in hospitals is tremendously stressful: Doctors-in-training have to learn to work on a team, document their actions extensively, take on sleep-depriving schedules, and begin to take responsibility for the health of their patients. If we expect every healthcare professional to empathize with every patient, we must provide training. And yet most of us haven’t received any training to hone our ability to empathize we just do our best. Many people who choose careers in medicine or at nonprofits are intrinsically motivated to serve others. Ultimately, soliciting and applying someone’s feedback is fundamental to making that person feel seen and valued. I call this concept “empathy operationalized.” Although I view this issue through a healthcare lens, the reflections are universal. ![]() This not only makes an impact in one-on-one conversations, but can also improve program and process design. When that doesn’t happen, human nature leads us to stop talking altogether or to crank up the volume.Īs a neurologist and chief experience officer at Cleveland Clinic, one of the most powerful things you can do for people is to ask about insights and feelings, reflect what you hear back to them, and then do something about it. While this isn’t necessarily bad, most of us want people to listen to us when the tables turn. We want to quickly find out what we need to know and are eager to steer conversations in that direction. Reflecting meaning, you could say they're feeling like they've grown and accomplished something important.Interrupting is a powerful urge. Reflecting feelings, you could say they're feeling confident and satisfied with themselves. Summarizing, you could say they achieved a personal and professional milestone. ![]() Lastly, if a client is proud of completing a course, you could paraphrase by saying they are very happy with themselves for finishing the course. Reflecting meaning, you could say they're feeling like they're stuck in a cycle that can't be broken. Reflecting feelings, you could say they're feeling frustrated and disappointed with themselves. Summarizing, you could say quitting smoking is a goal but also a challenge. Another example is if a client wants to quit smoking but finds it difficult, you could paraphrase by saying they have a strong desire to stop smoking but find it very difficult. Reflecting meaning, you could say they're feeling like they're losing control of their life. Reflecting feelings, you could say they're feeling stressed and anxious about their situation. You could summarize by saying they're dealing with many challenges such as work, family, and health. ![]() For example, if a client says they feel overwhelmed by life and don't know how to cope, you could paraphrase by saying they're feeling a lot of pressure from different sources and are unsure of how to handle it. Illustrating how reflective listening works, here are some examples of responding to clients using different techniques.
0 Comments
Leave a Reply. |
Details
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |