What is active listening? 

Active listening is a communication technique used in various settings, including counseling, training, and conflict resolution. It means the listener fully concentrates, understands, actively responds/engages, and then remembers what is being said. 

This is opposed to passive listening, which is a one-way communication of listening without reacting and possibly not understanding.

Active listening fosters a clear understanding between communicators and forms a connection that makes the speaker feel heard and understood. It can de-escalate conflict, encourage the sharing of ideas, and form a pathway for mutual problem-solving. It’s a skill that requires patience, practice, and a genuine desire to understand others.

What active listening is NOT 

• Hijacking the conversation and speaking about yourself – it is about listening even if you actively participate in the conversation
• Not reacting at all 
• Leading the focus away from the point the speaker was trying to address
• Interrupting

What are examples of active listening in nursing? 

Here are a few examples of situations when it can be helpful to apply the active listening technique: 

• Taking a medical history (to not miss any subtle details) 
• Providing emotional support to patients
• Patient education (e.g., when patients respond and ask questions or share concerns) 
• Handling patient complaints

Techniques of active listening 

As defined above, active listening involves engaging with what the speaker in the communication situation is saying; showing reactions and signaling one’s attention and comprehension. There are different ways of how you can engage: 

Verbal engagement

Ways to verbally engage and show that you are actively listening include: 

• Giving vocal signals of understanding like “Oh, hmm” “ok.” (use sparingly)
• Repeating/summarizing what the speaker said 

Nonverbal engagement

Ways of nonverbal engagement with the speaker include: 

• Avoid anything that takes your attention away from the speaker (phone, fidgeting, etc) 
• Lean in slightly with open body language 
• Eye contact, if appropriate
• Engage in facial expression 

Surroundings and context awareness

• Make sure your environment is free of distractions, calm, and private
• Avoid interruptions or time pressure
• Stay aware of when more distance or silence is needed, or the client is not ready to talk, to avoid pressuring more conversation