¿Cómo se puede utilizar la escucha activa para calmar a un paciente?

I completely agree! Active listening is crucial in any situation where there is a problem or concern. It can be difficult to communicate effectively when emotions are running high, but taking the time to truly listen to the other person can make all the difference. I think this is particularly important in customer service, where misunderstandings can easily occur if technical terms aren't used correctly or if one party is feeling frustrated. By actively listening and striving to understand the other person's perspective, we can work together to find a solution that works for everyone.

For 16 years I was hospital security and found active listening the keystone of what I referred to as being a Security Diplomat. As well as consciously coming from a place of compassion I found that using meditation techniques prior to contact with a escalating was extremely beneficial to the ability to listen and hear what was actually happening. As our team rode up in the elevator I would center myself and drop expectations. This gave me a unique ability to accurately asses a situation and often manage an immediate deescalation. If you arrive fully present, you have many more options than if you arrive expecting something.

My experiences, based on study & research, in senior care or with children, tell that listening clients (patients) for a short session (around 10 minutes) and repeating it enable to understand his/her overall situation. It also gives them a chance to analyze, comprehend and accept own situation and feeling.

In my experience active listening is good. But when faced with an unreasonable, or psychotic, patient, the best course of action is to hear them out. Let them know you have heard their demands and say, "OK, but what can I do for you right now". I have seen, and experienced, almost instant de-escalation by using that phrase. It is amazing.

In my experience working in an acute mental health setting, active listening is about more than the listening. It's showing that you are genuinly interested in what patients have to say with body language, words and actions. When working with an acutely psychotic patient active listening can look a little different, but ultimately you are acknowledging their feelings and experiences and accepting that this is not the time to challenge their thoughts or perceptions. We use the 'safe wards' approach to support our patients.

To achieve active listening, it is essential to create a relaxed environment, direct your concentration toward the speaker and avoid interrupting them with affirmations frequently. Additionally, taking note of significant keywords throughout the conversation can significantly assist in recalling and improving your active listening skills.

I agree when the situation is heated and emotions are very irrational it is important not to clash with the other person. Try to stay calm and don't take it personally, most of the time it is the out of control of the situation that makes the customer or patient agitated. This is where active listening comes very helpful. If you are good at multitasking, you can look up the possible solutions to their concern while they vent out their frustration.

This helps to keep everyone involved accountable and on the same page - following up is important in building rapport, trust, and understanding with your patient. It also shows a genuine care and concern once the situation has deescalated that you still care.

Know the difference between active listening and reflecting listening. The difference is a little like active vs passive conversations for thought contribution. In a patient care situation where pain is the trigger for escalation, active listening techniques may increase frustration whereas reflective listening may help deescalate. Sometimes people just need to be heard (validated) and not engage in an active conversation.