Which scenario demonstrates active listening?

Click on the correct answer.

Mrs. Pompi is in her bed and is telling her HHA that she is scared she will never walk again. The HHA is cleaning the room as Mrs. Pompi talks and periodically says, “Mhmmm” and “Okay” during the conversation. The HHA is worried that she will not get all her tasks completed before she has to leave for the day. She looks at the clock on the wall every now and then as she works and Mrs. Pompi talks. Mrs. Pompi says, “I just don’t want to live the rest of my life in this bed. I’m so scared.” The HHA says to her, “Don’t worry about that, honey.I understand how you feel. Everything will be okay. Now, let’s get you washed and dressed.”

That's not quite right! In scenario 2, The healthcare worker stopped completion of her tasks, positioned herself so she could focus on her patient and so that her patient would know she cared about what she had to say. She also used reflection and an open-ended question, inviting Mrs. Williams to share her thoughts and feelings.

Mrs. Williams is in her wheelchair doing a crossword puzzle while the HHA makes her bed. Suddenly she looks up from her crossword and says, “I am so frightened that I am going to die. I don’t want to die yet.” The HHA stops what she is doing, pulls a chair next to Mrs. Williams and touches her hand. The HHA says, “You sound scared and worried about dying. Would you like to talk about it?”

That's right! The healthcare worker stopped completion of her tasks, positioned herself so she could focus on her patient and so that her patient would know she cared about what she had to say. She also used reflection and an open-ended question, inviting Mrs. Williams to share her thoughts and feelings.