It has been stated that to establish effective communication channels, care providers must start by listening (Hinton & Schaeffer, 1994). Understanding customers’ needs and expectations is only possible if special attention is committed to exercising good listening skills. The problem is that the healthcare industry is characterized by having a paternalistic culture in which healthcare professionals are used to listen to themselves, not to their patients. Before the patient has finished his/her statement, the care professional is already making up his judgment, and creating his response. It could even happen that they do not allow the patient to complete their statement, or finish their sentences, and a prompt response is given that in many cases will not be accurate, and might not satisfy patients’ needs.
Hinton & Schaeffer (1994) explained the three different ways in which listening can be categorized:
• Level one. Listening in spurts: which is characterized by a self-centered conduct by the “listener” who although is conscious about other person talking to him/her, he/she is only thinking of what he/she wish to say, missing the message because he/she is …show more content…
It can be argued then that the skills of customer service provide a solid base to built communication expertise. A well-shaped communication strategy has an enormous value within the healthcare environment, as the delivery of delicate information is part of the daily agenda of care provision. This is when the highest customer service standards are necessary the most, as it is patients’ rights to be informed about their wellness state. A well-informed patient will be more open to receive treatment, tent to cope with their illness with less difficulties, are more functional, compliant, and show less anxiousness about their overall state (Michaels,
Hinton & Schaeffer (1994) explained the three different ways in which listening can be categorized:
• Level one. Listening in spurts: which is characterized by a self-centered conduct by the “listener” who although is conscious about other person talking to him/her, he/she is only thinking of what he/she wish to say, missing the message because he/she is …show more content…
It can be argued then that the skills of customer service provide a solid base to built communication expertise. A well-shaped communication strategy has an enormous value within the healthcare environment, as the delivery of delicate information is part of the daily agenda of care provision. This is when the highest customer service standards are necessary the most, as it is patients’ rights to be informed about their wellness state. A well-informed patient will be more open to receive treatment, tent to cope with their illness with less difficulties, are more functional, compliant, and show less anxiousness about their overall state (Michaels,