COMM Week 1 Empathy and listening skills

When listening, try not to __________.

interrupt

Why don't more people practice empathy?

it's easier to avoid than to address

What statement should you avoid when being empathetic?

"I understand"

During the process of listening, do NOT _______.

- Judge/evaluate - do not try to fix the problem or emotion expressed

If you're not responding empathetically, what other types of responses can you use to patients?

- Paraphrasing - Advising - Reassuring - Generalizing - Probing - Distracting

What are examples of empathetic opportunity TERMINATORS?

- Redirect the conversation - make unrelated comment - ignore the emotion- whether expressed verbally or nonverbally

What 2 things must you do for EMPATHY to be EFFECTIVE?

- be genuine - show respect for the person and think they are worthwhile

What are two different types of empathy? and describe each

1. Affective empathy- ability to respond with an appropriate emotion to another's mental states 2. Cognitive empathy- ability to understand another's perspective or mental state

How would you classify each response? 1. That's too bad. By the way how is your little grandson? He certainly is good-looking and seems so intelligent. 2. You know, that is one form of cancer that is still hard to cure. So it is important to have regular check ups. 3. Don't let that get you down! He had lived a long and useful life. 4. Don't worry. You don't have that. This medicine will take care of your problem. 5. Well, we've all got to go sometime. At least he lived to be 77. 6. That is too bad your neighbor died last week. 7. Were you good friends? How is his family taking it? Is his wife still living? 8. It sounds as if you are worried about your condition too.

1. Distracting 2. Advising 3. Reassuring 4. Reassuring 5. generalizing 6. paraphrasing 7. Probing 8. Empathy

What are the 3 components of empathy?

1. Facilitating- don't forget nonverbals (tone of voice) 2. Perceiving- ability to identify emotion 3. Responding- the ability to listen and respond to the patient

Construct an empathetic response to each statement: 1. "I can't believe I was diagnosed with high cholesterol. I don't eat a lot of junk food!" 2. I don't know if I can use a needle to inject the insulin."

1. It seems like you are surprised by this diagnosis 2. It seems like you are scared, you know insulin can be very beneficial to use.

What are 5 BENEFITS of Empathy?

1. Patient adherence rates 2. Health outcomes 3. Satisfaction 4. Time and expense savings 5. Patient understanding

What are 2 barriers to empathy? describe each

1. Perceptions - not enough time - not relevant - too tiring/emotionally exhausting - no training - too personal 2. Hot-cold empathy gap - when cool and collected, underestimate how compelling "hot" states are - in a "hot" state, underestimate how much current perceptions influenced by situation

What are the 6 steps to showing empathy?

1. RECOGNIZING the presence of strong feelings (identifying) 2. PAUSING to imagine how the person feels 3. STATING your perception of the person's feelings (Naming) 4. LEGITIMIZING that feeling 5. RESPECTING the person's effort to cope with the predicament 6. OFFERING support and partnership

What questions should you ask yourself when working with patients?

1. What is the person really saying? 2. What can't they bring themselves to say? 3. What are they hinting at?

On average, what percentage of info do we remember that we hear?

25-50%

What kind of process is listening?

Active process

Which type of empathy is known as "emotional empathy?"

Affective empathy

True or False You need to have the same type of experience to empathize with a person.

False

"___________ is particularly important to pharmacists because they are the most accessible health professionals and provide a wide range of services; thus, pharmacists must be adept at communication and consultation."

Empathy

What are the 3 Carkhuff Levels of Empathy? and describe each.

Level 1: Tuned Out - poor listening skills and refusal/inability to understand what others are saying Level 2: Repetition or Pretend Listening - low degree of understanding another's perspective - parroting what a person is saying, nodding in agreement and providing stock responses (a response that is not very specific.. ex. "I understand"... understand what?) Level 3: Connection - makes a connection with another person that acknowledges what the person is feeling - minimum level necessary to forge beneficial relationships and avoid/resolve conflict Level 4 and 5: Advanced Empathy - more than just connecting with another person- instead utilizes the relationship a person has with another to delve deeper into that person's feelings - offers insight, understanding and possible resolutions

Did pharmacists become more or less empathetic as they completed their studies?

MORE

Are patients only dealing with their physical illness?

NO! also anxiety, depression, ect.

Does empathy cure people?

No

Ex. 2 How to respond with empathy: "I'm glad I moved into the retirement village. Everyday there is something new to do. There are always lots of things going on-I'm never bored."

Pharmacist: "You seem to love living there."

What kind of process is hearing?

Passive process

Ex. 1 How to respond with empathy: "I don't know about my doctor. One time I go to him and he's nice as can be. The next time he is so rude I swear I won't go back again.

Pharmacist: "You must feel uncomfortable going to see him if you never know what to expect from him."

Define empathy.

See, perceive and respond

What is empathy NOT? (3)

Sympathy, projection, judgement

Who is it easiest to empathize with?

Those with similar situations (living conditions, religion, ect.)

Do women or men have higher empathy scores?

Women

In ___________ you "borrow" another's feelings to observe, feel and understand them, but don't take the feelings onto yourself.

empathy

What did the March 2012 study in American Journal of Pharmaceutical Education compare?

empathy levels in the first and third year pharmacy, nursing, and law students.

How do you convey you are listening and giving the speaker your full attention?

good eye contact and body language

"The ability to empathize is like a _________ capable of growth, atrophy, disability and even regeneration."

muscle

Is it a continuous decision to listen and understand?

yes!