Communication is in deed a challenging skill to master. Especially when those receiving the message does not agree to the content of the message, and are not being receptive to message, it can be difficult. I agree that listening to the patient or costumer is one of the chief style of communication anyone can possess. Particularly in health care where your patients do not only trust you with his or her life, besides, with their cares. Empathizing with the patient is always a good thing, since you may not know what is going through the mind at the time. Besides, the costumers are always right.
