Listening
The process of hearing, attending, understanding, responding, and remembering
Listening process
A respectful, trusting connection between a nurse and patient formed to support health and healing.
Therapeutic relationship
A nurse maintains eye contact, nods, and leans slightly forward while a patient speaks. This demonstrates attention through:
Nonverbal communication
What approach to conflict is partial lose - lose?
Compromising
The ability to understand and accurately acknowledge another’s feelings from their perspective
Empathy
A nurse appears attentive—nodding and saying “mm-hmm”—but their mind is elsewhere and they cannot recall what was said. This ineffective listening behaviour is called:
Pseudolistening
A nurse sees a patient become tense when asked about past hospitalizations and responds by slowing down, explaining each step, and ensuring the patient feels safe and in control. This demonstrates what form of care?
Trauma-informed care
A nurse openly expresses their concerns while respecting the other person’s viewpoint and working toward a balanced solution. This reflects which conflict style?
Collaborating
Social Media often sends messages that align with your beliefs or values. This is an example of what bias?
Confirmation Bias
A nurse only pays attention to parts of a patient’s message that interest them and ignores the rest. This ineffective listening behaviour is called:
Selective listening
A nurse begins an interaction by asking the patient what matters most to them and adapts care based on the patient’s values and preferences. This demonstrates what type of care:
Patient centered care/ family centered care
Something that represents ideas, beliefs, abstract concepts but has to be learned
Symbol
During a busy shift, a nurse notices tension with a coworker but decides not to address the issue at all. Which conflict style is this?
Avoiding
Name 3 things that can get in the way of empathizing with a patient
Because the brain processes information much faster than people speak, listeners may drift off or daydream. This barrier to listening is known as:
Rapid thought
This approach to care emphasizes self-reflection, recognizing power imbalances, and providing care that respects the patient’s cultural identity.
Culturally safe care
A mismatch between a person’s words and body language is referred to as:
Incongruence
What framework for feedback clarifies the situation, describes the behavior, and then shares the impact?
SBI (Situation, Background, Intent) Model
A nurse assumes a patient cannot understand instructions based solely on accent or appearance. This is an example of:
Implicit bias
A nurse helps a patient see patterns in their symptoms and offers an interpretation of what might be happening. This type of listening response is called:
Analyzing
The notion that the worldview of a culture is shaped and reflected by the language its members speak
Linguistic relativism
An unacknowledged repeating pattern of interlocking behaviour used by participants in a conflict
Conflict Ritual
What are the two phases of the implicit bias process?
1. Activation: Biases are activated in the presence of a member of a social group
2. Application: Biases are applied, affecting the individual’s behaviour related to that group member