Listening and Empathetic Responding

Empathy

________ has a positive effect on your customers.

empathetic response

A(n) ________ can facilitate the patients own problem- solving ability.

awkward silence

Distracting response: when you dont know what to say it goes into a(n) ________ and then you change the subject.

Condenses

________ aspects of the content as well as assumes recognition of the patients attitude or feeling.

Empathetic responding

________ has several positive effects.

empathetic response

With a(n) ________, one needs to both listen and understand the other persons point of view.

what is Empathy

to sense ones private world as if it was your own.

what is Empathetic responding

showing acknowledgment of their feelings in a way of making trust.

What is the most critical part in being effective in communication

being a good listener

Empathy

________ creates a great foundation for trust.

summarizing

sums the critical places of information

**paraphrasing

**attempt to convey back to the patient the essence of what they have just said

empathetic responding

showing acknowledgment of their feelings in a way of making trust

empathy

to sense ones private world as if it was your own

judging response

we tend to judge or evaluate others feelings

Advising response

the only one who should be giving advice is the pharmacists and they should only do so if specifically asked to do so

Placating or falsely reassuring Response

Giving a patient a falsely reassuring response can convey to the patient that they "shouldnt" feel a certain way

Generalized response

telling them a similar story

Quizzing Probing Response

we ask too many questions taking the focus off of the customers emotions

distracting response

when you dont know what to say it goes into an awkward silence and then you change the subject

understanding response

shows you understand without judging

Reflection of feeling

when you have the ability to summarize the essence of a patients feelings and convey this understanding back to the patient

Stereotyping

We have negative stereotypes about certain groups of people

Depersonalizing

Not directing communication to the patient but towards the person beside them

Controlling

Patients need to make their own decisions about their illnesses and treatments

knowing when to refer

Communicating with a patient can lead you to suspect there are underlying causes

Define summarizing?

verifying you accurately understood the information given to you

What is paraphrasing?

When you shorten what was said keeping the same emotions

What are three things that must be conveyed before trust can be established with a patient?

empathy, sincerity, genuine

what is a judging response?

When the patients are made to feel discouraged and unvalidated

What is a distracting response?

When a patient shares something personal and you change the subject