Communication: The "Heart" of Listening

COMMUNICATION SKILLS FOR MODERN-DAY DOCTORS

AS LECTURED BY BIEN ELI NILLOS, MDFAMILY AND COMMUNITY MEDICINE

UNIVERSITY OF SAINT LA SALLE

The “Heart” of Listening

Communication Cycle

Receives Information (Hears)

Process Information (Listens)

Relays Feedback

Receives and

Process Informatio

n(Listens)

Sends Informatio

n or Feedback

Let’s take a test first

Choose two per number

Quadrant One

Quadrant Two

Quadrant Three

Quadrant Four

Quadrant Two

Quadrant Three

Quadrant Four

THINKING/PLANNING

ASKS FOR: Data Information Facts

FOCUSED ON: Process Task Goal Doing things the right

way

UNDER STRESS: Avoids

NEEDS/LIKES: Logical thinking Documentation Rational Approach Careful Planning

Quadrant One

Quadrant Three

Quadrant Four

DOING/DIRECTING

TELLS ABOUT: Progress to goals Actions required Solutions to problems

FOCUSED ON: Task Goal Winning/being

successful Making things happen

UNDER STRESS: Becomes autocratic

and tells

NEEDS/LIKES: Options Flexibility Directness Conciseness

Quadrant One

Quadrant Two

Quadrant Four

SUPPORTING/COLLABORATING

ASKS FOR: Information, re: others’

skills/interests Input Feedback

FOCUSED ON: People Relationships Collaborations How situations “feel”

UNDER STRESS: Acquiesces or yields

NEEDS/LIKES: Friendliness Participation Inclusion Involvement

Quadrant One

Quadrant Two

Quadrant Three

VISIONING/CREATING

TELLS: Visions Ideas Stories, analogies

FOCUSED ON: Big picture

Models/theories/concepts Bringing visions into

reality

UNDER STRESS: Blames others

NEEDS/LIKES: To understand how the

details fit their picture Innovation and creativity Others to handle the

details

END

“The first duty of love is to listen.” - Paul Tillich