How often have you thought, “They’re not listening!”?
Don’t be that person! Listening is not just courtesy – it’s a skill and a critical part of effective complaint management.
Failing to listen early can escalate complaints. Many concerns could be resolved quickly and informally if someone takes the time to truly listen. Patients often escalate because they feel dismissed, ignored, or not believed.
TIP: Active Listening Skills
- Focus fully on the speaker—put away phones or laptops
- Make comfortable eye contact and give your full attention.
- Acknowledge and encourage with nods, smiles, and short cues like “I understand” or “Go on”.
- Reflect and clarify: paraphrase key points (“So you’re saying you felt you weren’t listened to?”).
- Ask clarifying questions if needed.
- Respond thoughtfully: address what was said, not what you thought you heard.
- A sincere apology or explanation can prevent escalation.
HINT:
- If you notice yourself drafting your own response while someone is speaking, pause and refocus on listening first.
- Active listening builds trust, prevents escalation, and ensures complaints are handled effectively.