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Ask the expert: How can medical staff leaders become better listeners?

Medical Staff Leader Connection, April 23, 2008

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Communication is key to successfully leading the medical staff. Timely communication is essential to ensuring that physicians know and comply with policies and procedures; are aware of current challenges, long-term goals, and strategic plans; and are familiar with hospital news and current events that affect their patients and practices. But remember that communication is a two way street: listening is equally important as talking.

The following tips will help sharpen your listening skills:

• Hear what a person is telling you. Concentrate. Take notes if possible to focus your attention and help you remember what is being said.
• Interpret it. Speakers don’t always say exactly what they mean and are often nervous to begin with.
• Evaluate it. Weigh and analyze what you’re hearing. Ask questions to clarify meanings and to make sure you understand what is being said.
• Respond to it. Don’t just thank the person and file the conversation away. Act on the situation or knowledge that you’ve gained for the benefit of the medical staff.

The preceding information was adapted from The Medical Staff Leaders’ Practical Guide, Sixth Edition, by William K. Cors, MD, MMM, FACPE; Mary J. Hoppa, MD, MBA; and Richard A. Sheff, MD.

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