Most physicians consider themselves good communicators. They're educated and intelligent, so
their grammar and vocabulary are usually above average. They often speak in complete sentences organized
into logical paragraphs. So, why so many mix-ups?
Sending messages-speaking and writing-is only half of communication. Listening is the other half and that's
where lots of physicians have real problems. If you're communicating clearly but the results aren't great, check
yourself against this list of listening problems.
If your spouse ever says, "You never listen to me," it may be that you're not sending the right signals while you
listen. Most physicians are optimistic about how many things they can do at one time. While you may be able to
sort through your mail while listening to your office manager, you can't prove you're giving your undivided
attention, and you may actually miss something.
The doctor who continues to sort through phone messages or review the next patient's chart while the nurse
relays information from the hospital is a prescription for a snafu. Even when the physician is able to absorb
multiple simultaneous messages, he or she appears to be distracted and may be sending the wrong message
to that nurse.
Impatience
Most physicians listen and think faster than their patients and employees. When they're under stress and in a
hurry, it's common to show it by "helping" the other party get the words out. Hand gestures and verbal
interruptions like "Uh-huh, uh-huh . . ." may fluster the other person and confuse the communication.
You may really be way ahead of other people when you're tempted to finish their sentences for them. But you
may not be, too. Sometimes people's narratives take a hard left turn just as they're getting to the point. If you
think you know where they are headed and use that as license to rush them along, you could miss the point.
The same is true of nonverbal putdowns like rolling your eyes skyward when you've heard it all before,
drumming your fingers on the desk, tapping a pencil in nervous agitation, or spending your listening time with
hand on doorknob, poised to exit at the first break.
Apart from being rude, these interfere with the other party's ability to get the message across. And it may be an
important message.
Listening too fast
Of course, you may not really be way ahead of the other party. You may hear what you want to hear or what
you expect to hear. Imagine the following scenario. One of a doctor's best employees comes to him and says
she wants to meet with him for some feedback about how she's doing. He quickly says, "I'd love to give you a
raise, but there's just no budget for it right now."
The doctor heard her request for feedback as a raise confrontation-what he expected to hear.
Or take the case of a surgeon who asks the patient if next Tuesday would be convenient for her procedure. The
patient hesitates and says, "Well (pause) I guess that would be OK." The doctor confidently jumps on that
response as an agreement to book the surgery. He heard what he wanted to hear. But the tone of the patient's
voice and her reluctant assent should be a tip-off that there is more that should be explored here. She could be
a high risk for lastminute cancellation.
Lots of physicians are in this category when they supervise the staff, too. Consider the doctor who asks the