A senior may have full cognitive abilities yet struggle with speech due to a stroke or other neurological illness. An older frail adult may be in such pain that communicating is very difficult. Those in the health and elder care industry committed to quality service are in tune to these challenges.

Poor communication leads to high client turnover. Mrs. Bernadette A. (87 years old, Warren Ohio) shared, “Nothing irritates me more than when my nurse assumes she knows what I’m saying by finishing my sentences. I know I speak slowly, but I’m not dumb and that’s why I am searching for another company …”.

There are three basic steps to active listening:

Hearing means to listen just enough to catch what the other person has said

Understanding happens when you are able to grasp the meaning

Evaluating comes after you are sure you understand what the speaker has said, and are able to judge its value, quality or importance.


Barbara Hamilton, owner of Hamilton Home Care Services, Inc. in Villa Park Illinois (http://www.seniorsapprove.com/HamiltonHomeCare ) teaches her home care aides and nursing staff to show warmth and compassion for the patient at all times. She expects her staff to remain respectful, use sincere body language and eye contact and to never shout or speak down to an elderly person.

Good listening requires one's full attention. Eye contact and body language are essential to relay ‘You’ve got my full attention’ to the speaker. While on the telephone, refrain from engaging in multi-tasking. The person on the other end of the phone can sense if you are truly listening. Do not put a person on hold to take another call. Not only is this rude, it translates to the caller, ‘Someone else is more important than you are’.

Many times the message we hear (or think we hear) is not what the speaker intended to express. A good listener is involved in seeking a true understanding of what is being said. The listener should be concerned not only with content, but also with feelings. Understanding the feelings behind the message is often more important than the message itself.

When confronted with an angry client, the listener is especially challenged to remain professional and in control. Phyllis Rosen, owner of Visiting Angels in Delray Beach Florida (http://www.visitingangelsfl.com ) teaches her staff of certified nursing assistants to empathize immediately with an agitated client. “Our philosophy includes understanding the feelings of an elderly person and then the follow through commitment to resolve the issue to the seniors’ satisfaction, whatever it takes.”

Effective listening is active and takes energy. Listen for main ideas and important points the speaker wants to get across. It is a good idea to repeat in your own words what the speaker has said so that you can be sure your understanding is correct. Now and then, nod to show that you understand. At appropriate points you may also smile, frown, laugh or be silent. Remember, you listen with your face as well as your ears!

Bill Lista, Executive Director of Cranberry Landing in East Irondequoit New York (http://www.seniorsapprove.com/independent_living_NY.html ) teaches his staff to smile. He says, “It is so important to smile at all times. It makes both the listener and the speaker feel better. Even someone who is visually impaired can "hear" a smile. Scientists have proven that the act of smiling can make the speaker physically feel happier - this translates into more successful communication. “

Good listening skills are important at every level in an organization. In addition to modeling good listening habits, managers should acknowledge staff members when good listening skills are observed. A simple compliment can have tremendous impact on a person who is working to perfect a new skill. With training and practice, listening skills can be improved so that we listen at a higher level.

Our elderly patients and clients feel as though they have been heard which in turn translates in to the respect each deserves.