The Listening Clinic (TLC)

A core communication skill for improving patient safety, building trust; enhancing career satisfaction and improving the bottom line

– One day intensive program for small groups –

Listening is the most utilized, but least studied and mastered skill. It is essential to understanding others, accurately assessing their needs, finding comprehensive solutions and building trust. The Listening Clinic is applicable to any situation where listening is crucial to the success of the participants’ interactions. It is especially relevant to key patient safety communication issues: securing patient adherence; medical handoffs; health care literacy and working effectively in multi-disciplinary health care teams.

TLC focuses on skills that are critical to patient safety, but which may not be addressed in-depth in most communication skills-oriented programs and/or medical education. Attendees will more fully understand the proven relationship between listening and increased patient satisfaction and outcomes, excellent multi-disciplinary health care team collaboration, loyalty and profitability.

In this fast-paced, one-day program, participants role play health care-related scenarios in which they have the opportunity to identify and practice effective listening skills. Customized role plays focus on current types of challenging situations that attendees typically encounter in their professional lives.
 
The Listening Clinic participants learn how to:

• Understand the listening process in the context of facilitating effective interactions
• Master active listening skills in order to identify what is going on in the patient, health care provider or executive customer’s world (“walk in the customer’s shoes”)
• Discern the deeper meaning behind verbal and non-verbal communication
• Listen beyond the words to uncover and better support broader patient or provider needs
• Increase their empathy quotient and understand the proven relationship between empathy; desired medical outcomes and bottom line success