Mastering the Art of Listening: The Human Experience Superpower

by Jason A. Wolf, Ph.D., CPXP

[E𝘹𝘤𝘦𝘳𝘱𝘵𝘦𝘥 𝘧𝘳𝘰𝘮 𝘮𝘺 𝘰𝘱𝘦𝘯𝘪𝘯𝘨 𝘦𝘥𝘪𝘵𝘰𝘳𝘪𝘢𝘭 𝘪𝘯 𝘵𝘩𝘦 𝘭𝘢𝘵𝘦𝘴𝘵 𝘴𝘱𝘦𝘤𝘪𝘢𝘭 𝘪𝘴𝘴𝘶𝘦 𝘰𝘧 Patient Experience Journal from The Beryl Institute: 𝘌𝘯𝘨𝘢𝘨𝘪𝘯𝘨 𝘵𝘩𝘦 𝘝𝘰𝘪𝘤𝘦 𝘰𝘧 𝘗𝘢𝘵𝘪𝘦𝘯𝘵𝘴 𝘢𝘯𝘥 𝘊𝘢𝘳𝘦 𝘗𝘢𝘳𝘵𝘯𝘦𝘳𝘴 𝘉𝘦𝘺𝘰𝘯𝘥 𝘚𝘶𝘳𝘷𝘦𝘺𝘴.]

As human beings we do not live in isolation. Our existence is framed in the context of others. We are a part of families and teams, communities and countries; all which provide us with ideas and information, most delivered through the interactions we have with others. The very definition of experience itself conveys this as it opens with the words, “the sum of all interactions.”¹ Every experience that we have is impacted by interactions with others. This give and take of connection is the breath of our humanity. Through it we transfer thoughts and beliefs, words and emotions. Moments of human connection are powered by communication, be it through words or actions. It is in these moments where we not only speak, but also more importantly listen to others. When we take a simple but committed step in strengthening the art of listening for ourselves and in our organizations, we honor all that we are committed to in healthcare. We show empathy, we take compassionate action, we express deep respect, we get clearer information, and we make better decisions. When we commit to listen, we care for our patients and care partners, we care for our colleagues, and we care for ourselves. Ultimately, we achieve the best in outcomes we aspire to every day. This editorial shares the fundamentals of listening and offers active steps each of us can take to make listening our own superpower as we work to transform the human experience in healthcare.