Outline

Outline and Thesis Statement Guide

The process of active listening benefits the healthcare workplace.

I. Introduction

II. How to actively listen

A. Nonverbal listening responses

1. maintaining an alert, upright posture

2. Facing the speaker directly or leaning toward the speaker

3. assuming a comfortable distance

4. establishing frequent eye contact

5. Head nods or receptive phrases such as uh huh to show you are physically and mentally present

6. Development of a caring attitude

B. Active listening verbal behaviors

1. paraphrasing content (p.6)

2. reflecting the implications (p.6)

3. reflecting the underlying feelings (p.6)

4. inviting further contributions (p.7)

III. Disadvantages and consequences of poor listening

A. Disadvantages (p.113)

1. lost productivity

2. strained relationships

3. lower moral

B. Medical consequences

1. medical errors

2. adverse outcomes (1732)

IV. Benefits of active listening

A. benefits p. 105

1. cooler heads attentive listening helps both the sender and receiver to maintain composure when handling a crisis or discussing emotionally charged topics.

2. confidence: Employees who listen experience increased self esteem that results from getting along better with others in the workplace

3. productivity: Productivity is increased and problems are addressed sooner when people engage in sharing and listening before offering advice.

4. accuracy: Listening efficiency promotes retention of important information resulting in fewer misunderstandings and on the job errors

5. A bond of respect: Sincere listening promotes respect, builds rapport, and creates trust between the sender and receiver

B. (p.118) Your caring attitude and physical presence will help you establish a mental presence that focuses your attention n the sender and reduces both external and...