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Series 5
All Ears
Engage & Understand
Engage & Understand
Remember the 4 behaviors related to Engage and Understand by using images as depicted in the slide. Each
image is representative of a behavior and builds on one another.
Additional Notes:
a) Feelings words include “I feel..”, I was uncomfortable… confused… angry… delighted … happy …”
Facts are conveyed by “thinking words”, e.g. “I think… I expect… I see… I need… “
b) Emphatic listening involves paraphrasing and repeating to check for understanding.
c) Ask appropriate questions politely to make decisions such as what , when, who, why and how.
d) Use the appropriate body language to express interest such as leaning forward, eye contact, appropriate arm
placement and so forth.
All Ears
• Work in pairs.
• Tell a familiar story.
• One word by one person, at a time.
• No interruption.
S3 Notes
Working as a pair, tell a familiar story , e.g. The Three Bears. Each person can only say one word at a time. For
example, if the first person says, “Once,” the next person would say “Upon.” Continue this method until you
complete the story or until time is up. The only rule is that you cannot speak for the other person.
Give no more than 2 mins.
Ask :
• Was this task easy or difficult?
• What listening barriers did you experience?
Answers may include the following : We did not understand each other. We were too focused on what the next
word should be. We were distracted by all of the other people talking.
State :
In this activity, it may have been difficult for you to complete the story – to communicate – because you were telling
the story from your frame of reference, focusing on what you were going to say and on how the story should go.
True understanding and effective communication occur only when you seek first to understand others by listening to
them from their point of view and not from your frame of reference. To provide good service we need to engage and
understand.
Engage & Understand Case Study
(Generic)
Hear Me Out
1. Instructions
• Discuss the case study in groups.
• Identify what did we not do.
• How can we do to engage and understand the patient’s perspective?
• Once we have understood, what solutions become quickly obvious?
Possible Answers
• As a staff
Recognise that this is a genuine case needing help. He’s feeling anxious, flustered.
Probably he was trying to park in a illegal parking lot – but the staff could have tried to listen to his explanation
then offer solution to meet his needs. He could help by calling for valet parking for NOK etc.
Staff failed to practice empathic listening (critical in this situation as emotion is high – patient is very ill)
Use empathic listening starters (So you need to find a parking lot quickly as your wife is very ill?)
His colleague could have also extended help – get help to bring the patient quickly to ED, call valet etc.
Apparently, the staff seems to be in an unstable mood - probably due to stress or personal matters bothering
him. His colleague could have stood in for him, then alerted their supervisor so that the staff could be brought
away to be counseled by the supervisor).
Engage & Understand
Optional Case Studies
I NEED HELP (Outpatient)
Patient saw doctor at XXX Clinic and was given an appointment for surgery. They went to XXX department at around 1500 hrs plus and
waited till almost 1800 hrs. The staff was complaining of going home late. She just ticked the form and asked the patient to read it herself.
As patient has diabetes and is illiterate, she was unsure whether the staff tick the correct columns. When the patient asked the staff to go
through the form again, the staff commented that “I am very late.” She emphasised to the patient to read the forms herself – “read up,
eh!” and chucked all the forms to her.
The pre-admission counseling was done in a hurry. The patient told the staff that if they could not cope, do not accept anymore cases.
Should tell the ward and clinic not to send patients here. The staff replied “We have already told them!”. Patient claimed that the staff was
making a fuss and as to “why everybody admitting, write till pen no ink”. The patient’s daughter told the staff that they would like the
patient to be admitted but staff told them there were no beds left. They claimed that the staff did not give them a chance to explain.