In the assigned video Lorraine Segal makes the point that active listening can be one of the most valuable tools to manage conflict. Active listening not only allows you to better understand the other person’s point of view and manage assumptions and hot buttons but also can make the other person feel more comfortable as often all a person in conflict wants is to be listened to.
In order to actively listen, you must focus on really attempting to understand what the other person is trying to say, use open-ended questions and paraphrasing to further encourage communication and understanding, and monitor your body language to ensure that you are sending the signal to the other person that you are listening.
One challenge to managing conflict that Segal points out is hot buttons. My greatest hot button is when someone interrupts me. When someone interrupts or talks over me I feel as though they are intentionally saying to me that whatever they have to say is obviously more important than anything I could be saying and therefore they are disregarding what I have to say as unimportant. How I try to manage this hot button is to first take a breath and allow them to finish talking, then remind myself that regardless of the other person’s opinions, it is my professional responsibility to effectively communicate. Also, I try to remind my self that anyone who is visiting the ED is by default upset, excited, scared, or anxious. All of these strong emotions can override one’s typical courtesy.
I liked the way Lorraine put the breathing exercise as inhaling and exhaling peace. We all have hot buttons and not all of us know how to properly react to conflicting situations, but definitely understanding the other person is key.
First of all, working in the ED is stressful for your patients coming in and their family and or friends rushing in looking at you for answers. I’m sure they interrupt you numerous times in a conversation. But, you have a great tool that you use for this hot button. I really liked how you handled this situation. You took a deep breathe and let them finish talking. This is great, they are being heard, your using effective listening skills. You are able to collect your thoughts and then give them important information. Yes, they are being rude when they interrupt. But, your handling the situation in a professional manner. They will remember that after this situation is over.
It is hard not to interrupt people when they are talking, especially if you are busy and trying to get your assessment done so you can move on. Sometimes I feel like the patients talk a lot more because they are nervous and what to be sure that they did not forget to tell you everything. Sounds like you handle the it in a good way but taking a deep breath and reminding yourself to “listen”
Active listening is very important as stated in the video. If someone is interrupting you then they are not active listening. It is hard to deal with someone like this but I like that you stop and breathe instead of getting upset.