Empathic Communication: Reflective Listening and Open-Ended Questions

Elizabeth Morrison, an expert motivational interviewing trainer, joins us to share best practices in empathy-based communication for virtual health care settings. This episode is for anyone who wants to practice these key techniques for phone and video visits. 

Morrison tells us:

• Reflective listening involves repeating back what we have heard the other person say. This demonstrates that we are paying attention and that we want to make sure we’ve heard someone correctly. More importantly, it demonstrates hearing them is important to us, and that we value what they’ve shared. When we are very skillful in using reflective listening, we can actually help others identify how they feel and what they think, just by interpreting and reflecting what they’ve said.
• When questions are truly open, we don’t know what we will hear next or where things might go in the conversation, and that is OK! In asking open-ended questions, we are demonstrating to others that we value their story and their perspective — not imparting our own judgment or opinions on their experience. Open-ended questions are an invitation for others to share what’s on their mind, allowing us to see things from their point of view and catch a glimpse of their beliefs, values, and strengths.

Here’s where you can learn more about the people, places, and ideas in this episode: 

• Elizabeth Morrison Consulting
• Rsourced, Morrison’s curated collection of human-centered resources
• Empathic Communication in Phone and Video Visits
• What Exactly Is Motivational Interviewing?
• Webinar: Empathic Communication in Virtual Practice

© 2021 Center for Care Innovations. All Rights Reserved.