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What active listening strategies help you understand patients with diverse backgrounds?

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As a patient advocate, you have the responsibility and the opportunity to communicate with people from different backgrounds, cultures, and perspectives. How can you ensure that you understand their needs, preferences, and concerns? How can you build trust and rapport with them? One of the most important skills you can develop is active listening. Active listening is more than just hearing what someone says. It involves paying attention, asking questions, reflecting, and showing empathy. In this article, you will learn some active listening strategies that can help you understand patients with diverse backgrounds.

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1 Why active listening matters

Active listening is not only beneficial for patients, but also for you as a patient advocate. By listening actively, you can gain a deeper understanding of the patient's situation, goals, and challenges. You can also avoid misunderstandings, conflicts, and errors that could harm the patient or the quality of care. Active listening can also help you establish a positive and respectful relationship with the patient, which can improve their satisfaction and adherence. Moreover, active listening can enhance your professional development, as you can learn from the patient's experiences, insights, and feedback.

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Silver Charles

LVN at St.Gabriel Assistant Living of Corpus Christi
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Active listening is important, however, one must listen and observe the tone, the confusion, the agitation in our patients voice. A patient can say “ I’m fine” but as a professional the manner in which those words were said can reveal how the patient feels.

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2 How to listen actively

Active listening requires both verbal and non-verbal skills. To listen actively, it's important to use appropriate body language such as maintaining eye contact, nodding, smiling, and leaning forward to show interest. Additionally, try asking open-ended questions that invite elaboration or clarification of thoughts and feelings. Reflective statements can also be used to demonstrate understanding and check assumptions. For example, you can paraphrase what the patient has said or express empathy. Additionally, empathic statements can show that you care about the patient's emotions and experiences. Finally, don't forget to use silence - it can signal respect or curiosity and give the patient time to think or vent.

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Keiko Kuykendall DNP

Stroke NP at Inova Health System
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First of all, it’s important to secure time and comfortable environment. These days, I’ve noticed It’s quite disturbing that many people constantly coming into the patient’s room without knocking and asking “May I come in?” I used to put a notice “ please do not disturb till XYZ time “ on the door when I had to have family meeting, goals of care conversations etc… It is also important to ask the patient if s/he is open to the (in-depth) conversation about whatever needs to be discussed.

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3 How to listen to diverse patients

Active listening is especially important when communicating with patients from diverse backgrounds as they may have different values, beliefs, expectations, and preferences. To listen effectively to diverse patients, it's important to be aware of your own biases and to avoid assumptions or judgments based on your own norms or preferences. Show genuine interest and openness to learn about the patient's background and perspective by asking respectful questions that can help you understand their context, needs, and goals. Additionally, be flexible and adaptable to the patient's communication style and preferences. Finally, cultivate knowledge and skills on how to communicate effectively with patients from different cultures by learning about the cultural values, beliefs, practices, and norms that may affect the patient's health, behavior, and communication.

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Diane W.

Licensed Practical Nurse
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If the patient's first language is not your own, and you're having trouble understanding their accent, it helps to repeat what you're hearing back to them, to make sure that you are fully understanding what's being said. It gives the patient the opportunity to correct anything that you've misunderstood.

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4 How to listen as a team

Active listening is an important skill for not only communicating with patients, but also for collaborating with other health care professionals. As a patient advocate, you may work with a multidisciplinary team that includes doctors, nurses, social workers, pharmacists, and others. To listen actively to your team members, you should use inclusive language that acknowledges and respects diversity. Additionally, give and receive feedback constructively and respectfully. You can use feedback to share observations and suggestions on how to improve the quality of care or the team performance. Lastly, manage and resolve conflicts effectively and professionally. Use conflicts as opportunities to learn, grow, and improve the team collaboration by seeking a solution that works for everyone.

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5 How to improve your active listening skills

Active listening is a skill that can be learned and improved with practice and feedback. To do this, you should ask for feedback from your patients, colleagues, supervisors, or mentors on how well you listen and communicate. You can also attend training sessions, workshops, or courses that can help you develop your active listening skills. Additionally, you should practice your active listening skills in different situations and with different people; seek opportunities to communicate with patients from diverse backgrounds, cultures, and perspectives; collaborate with other health care professionals from different disciplines, roles, and experiences; and challenge yourself and learn from your mistakes.

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Evelyn Rizzo, CPO, MSc

Health Economics and Outcomes Research Consultant | Evidence Strategy | Reimbursement Support
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Reflecting on my experiences, I've found that approaching each patient encounter with an open heart and genuine curiosity can profoundly impact the quality of care they experience. Amid hectic schedules and pressing tasks, I adopted a personal mantra that guided my interactions: "I love you, Ms./Mr. "X", and I want to be a blessing to you." This silent affirmation served as a reminder to be fully present and engaged, fostering a space where a genuine human connection could flourish. By consciously bringing the most authentic version of myself to these moments, I believe that my ability to actively listen was elevated.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What active listening strategies help you understand patients with diverse backgrounds?

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3

4

5

6

1 Why active listening matters

2 How to listen actively

3 How to listen to diverse patients

4 How to listen as a team

5 How to improve your active listening skills

6 Here’s what else to consider

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What active listening strategies help you understand patients with diverse backgrounds?

1

2

3

4

5

6

1 Why active listening matters

2 How to listen actively

3 How to listen to diverse patients

4 How to listen as a team

5 How to improve your active listening skills

6 Here’s what else to consider

Patient Advocacy

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