It's not just seeing ourselves as others see us. There's also hear
ing ourselves as others hear us. We don't.
The journal Surgery reports a study where surgeons' tone of voice was evaluated, based on ten-second snippets recorded during sessions with their patients.3 Half the surgeons whose voices were rated had been sued for malpractice; half had not. The voices of those who had been sued were far more often rated as domineering and uncaring.
Surgeons spend more time than most other physicians explain ing technical details to their patients, as well as disclosing the worst risks of surgery. It's a difficult conversation, one that can put pa tients into a state of high anxiety and a heightened vigilance to emotional cues.
When it comes to the patient listening to the surgeon explain the technical details-and the frightening potential risks-the brain's radar for danger goes into high alert, searching for cues and clues to how safe all this really might be. That heightened sensitiv ity may be one reason the empathy or concern-or rather, the lack of either-conveyed in a surgeon's tone of voice tends to predict whether he will be sued if something goes wrong.
The acoustics of our skull case render our voice as it sounds to us very different from what others hear. But our tone of voice mat ters immensely to the impact of what we say: research has found that when people receive negative performance feedback in a warm, supportive tone of voice, they leave feeling positive-despite the negative feedback. But when they get positive performance reviews in a cold and distant tone of voice, they end up feeling bad despite the good news.
One remedy proposed in the Surgery article: give surgeons an audio replay of their voice as they talked to patients, so they can hear how they sound and get coaching on ways to make their voice communicate empathy and caring-to hear themselves as others hear them.
It's not just seeing ourselves as others see us. There's also hear
ing ourselves as others hear us. We don't.
The journal Surgery reports a study where surgeons' tone of voice was evaluated, based on ten-second snippets recorded during sessions with their patients.3 Half the surgeons whose voices were rated had been sued for malpractice; half had not. The voices of those who had been sued were far more often rated as domineering and uncaring.
Surgeons spend more time than most other physicians explain ing technical details to their patients, as well as disclosing the worst risks of surgery. It's a difficult conversation, one that can put pa tients into a state of high anxiety and a heightened vigilance to emotional cues.
When it comes to the patient listening to the surgeon explain the technical details-and the frightening potential risks-the brain's radar for danger goes into high alert, searching for cues and clues to how safe all this really might be. That heightened sensitiv ity may be one reason the empathy or concern-or rather, the lack of either-conveyed in a surgeon's tone of voice tends to predict whether he will be sued if something goes wrong.
The acoustics of our skull case render our voice as it sounds to us very different from what others hear. But our tone of voice mat ters immensely to the impact of what we say: research has found that when people receive negative performance feedback in a warm, supportive tone of voice, they leave feeling positive-despite the negative feedback. But when they get positive performance reviews in a cold and distant tone of voice, they end up feeling bad despite the good news.
One remedy proposed in the Surgery article: give surgeons an audio replay of their voice as they talked to patients, so they can hear how they sound and get coaching on ways to make their voice communicate empathy and caring-to hear themselves as others hear them.
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