Active listening means showing the patient that the nurse is really listening to him or her.
Learners should be trained to use encouraging expressions, such as ‘I see’ and ‘go on’ or sounds like ‘uh-huh?’, as well as nonverbal signs such as nodding or smiling warmly. Use of silence and repeating the patient’s words are also useful techniques to help to ensure a successful interaction.
By including stage directions, e.g. (smiles warmly) or (short pause) in a conversation, learners can see immediately how and when active listening skills and effective nonverbal communication can be incorporated successfully. Encourage learners to write their own conversations complete, with stage directions, to help them assimilate these into their own exchanges with patients, visitors and colleagues. Voice management
Accurate pronunciation is essential in ensuring safe practice, e.g. when relaying patient data or test results over the phone. However, managing the voice also means using appropriate pitch and intonation, which helps towards establishing and maintaining rapport with the patient. If a nurse’s tone of voice does not match his or her language, then efforts to employ the correct phrases to empathise with the patient, for example, are wasted. This aspect of voice management is especially pertinent when dealing with native English-speaking patients, where tolerance of inappropriate