Your browser is no longer supported

For the best possible experience using our website we recommend you upgrade to a newer version or another browser.

Your browser appears to have cookies disabled. For the best experience of this website, please enable cookies in your browser

We'll assume we have your consent to use cookies, for example so you won't need to log in each time you visit our site.
Learn more

Listening is harder than you think

  • Comments (2)

After Mr Benn’s death was announced a few weeks ago I thought about that conversation and was struck by how my experience compared to so many others. Mr Benn had an amazing ability to listen, ask relevant questions and appear genuinely interested in my answers. When he got off the train I realised that he had said very little about himself and why he was on a train to Leicester but he had found out a lot about me.

This experience brings me to the NHS. I talk to a lot of nurses about their working lives and what I hear from them is that no one really listens to what they have to say. Many describe the board visit to the ward, the chief exec doing a walk round or staff meetings with managers as frustrating interaction. Staff are left with a feeling that people are going through the motions of appearing to be interested when they are in fact rushing to be elsewhere.

The only way managers can really know what is happening to patients is to talk to them but also to those who care for them. Engagement with clinical staff has to be more than popping in for a quick chat or rolling your sleeves up for the odd shift. It has to be continuous cycle of mindful listening and feedback. Until this happens staffing will continue to feel “done to”.

Tony Benn made a huge impact with his life and I wonder if part of this was due to his ability to listen and absorb information which he was able to assimilate and reflect back to his audience. I am sure that NHS managers could make good use of his listening skills to make proper use of the information that the staff on the frontline are feeding to them.

  • Comments (2)

Readers' comments (2)

  • michael stone

    '... and what I hear from them is that no one really listens to what they have to say.'

    I'm sure that isn't just nurses. I suspect that many doctors say that 'the board doesn't listen' and many NHS senior managers claim that 'the goverment doesn't listen'. Patients and relatives certainly often complain that 'the NHS doesn't really listen to us'.

    And outside of the NHS as well - 'people don't really listen to what I'm saying' is a club with a VERY large membership, I strongly suspect.

    Unsuitable or offensive? Report this comment

  • Anonymous

    a very common human failing. in nursing it needs specific training in advanced communication and interpersonal relations skills.

    Unsuitable or offensive? Report this comment

Have your say

You must sign in to make a comment.

Please remember that the submission of any material is governed by our Terms and Conditions and by submitting material you confirm your agreement to these Terms and Conditions. Links may be included in your comments but HTML is not permitted.