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Lesson From the See Saw: Nurse Leaders Build Trust Through Active Listening



When you think about a seesaw, what comes to mind? Perhaps the thrill of soaring to great heights or the quiet trust required to let someone else bear your weight. A seesaw is all about balance—just like active listening. It’s fun, a little nerve-wracking, requires mutual trust, and demands internal constraint. Push too hard, and someone might end up airborne—or even falling off. Active listening is much the same: an art that thrives on balance, trust, and intentional effort.


This blog invites nurse leaders to utilize active listening effectively, encouraging them to create a supportive workplace environment where every team member feels valued and heard.



The Power of Building Trust Through Active Listening


Active listening isn’t just about hearing words. It’s about setting aside your inner dialogue, letting go of control, and genuinely listening to understand. It’s listening on purpose. For nurse leaders, this skill is especially powerful. It fosters well-being, enhances workplace culture, and supports team success. Research shows active listening is key to creating a healthy organizational culture, boosting employee satisfaction, and improving retention (Bregenzer, 2020).


When nurse leaders listen actively, they demonstrate respect and acknowledgment, building trust. Research shows that a trusting environment can lead to 20% higher job satisfaction among staff, which fosters better teamwork, improved patient care, and reduced turnover rates.


Effective staff engagement starts with robust communication, where active listening is crucial. When team members feel heard, they are more likely to voice their ideas, concerns, and suggestions for improving care. For instance, a study found that 60% of employees felt more engaged when prioritizing workplace communication.


Nurses often feel more motivated and empowered When they observe their leaders prioritizing active listening. They recognize their contributions are appreciated, which fosters a sense of ownership and responsibility. This engagement is vital, particularly in an industry grappling with high turnover rates; statistics show that healthcare institutions that encourage staff input can decrease turnover by 25%.



Now for Storytime - Real-Life Examples of Active Listening in Crisis


In our Active Listening Course for Nurse Leaders, Phyllis shares deeply impactful stories highlighting the profound role of active listening in her healthcare career.


Amy, a 14-year-old girl with end-stage scleroderma, had been under Phyllis’s care for weeks. One morning, as the doctor discussed her treatment orders over her, Amy—feeling unheard—pulled herself off the ventilator and asked Phyllis, “Why can’t you just let me die?”


Phyllis was early in her career and shaken by the question, so she turned to her nurse leader for guidance. Phyllis’s leader advised her to confront the doctor directly with Amy’s words. While the doctor’s first response was painfully dismissive, he did change Amy’s care plan, focusing on palliative care. Amy passed away peacefully that night. This moment shaped Phyllis’s leadership philosophy: authentic listening means not just hearing words but understanding the emotions and needs behind them. It’s a lesson Phyllis continues to share with nurse leaders: in high-stakes moments, it’s crucial to listen with empathy, amplify the voices of others, and empower those in need of advocacy.


Phyllis also recalls when a new nurse in the pediatric burn unit mistakenly gave the wrong medication. After ensuring the patient's safety, the nurse tearfully turned to Phyllis, fearing the heart surgeon’s wrath. Understanding the chaos of the situation, Phyllis set aside her tasks and took the nurse to her office, offering a safe space to talk. As the young nurse sobbed, Phyllis listened. She empathized, sharing her early-career mistake, and assured the nurse they would face the situation together. Phyllis coached her through what to say to the surgeon—emphasizing accountability, learning, and professionalism. Though difficult, their conversation led to a constructive outcome that resolved the immediate issue and built the nurse’s confidence.



Developing the Five Pillars of Active Listening


As a nurse leader, Phyllis has experienced firsthand how hard it can be to actively listen during a crisis. In the heat of urgent situations, it’s easy to focus on tasks and decisions, sometimes overlooking the deeper concerns of patients and colleagues. But how can we improve our listening skills when the pressure is on?


Here are a few tips to help nurse leaders practice active listening, especially in high-stress environments:


1. Prepare Yourself

First, take a minute or two to eat, hydrate, or take a restroom break to ensure the focus remains on the speaker. Then, center yourself using mindfulness techniques to calm your mind. Try the 5-4-3-2-1 grounding method, square breathing, or body scanning. Mindfulness is key to being fully present during conversations. Nurse leaders can incorporate mindfulness techniques such as deep breathing or short pauses to minimize distractions. Research indicates that mindfulness can improve focus by as much as 30%, enhancing leadership effectiveness.


2. Environment

Nurse leaders should create a quiet, safe, distraction-free environment to promote active listening. This will encourage team members to voice their thoughts without fear of others listening in.


3. Posture

Active listening posture is essential as it conveys interest and openness. It involves sitting either facing the speaker, using eye contact, and leaning in. Try to avoid defensive postures like crossing arms and legs.


4. Use Reflective Statements

Using reflective statements involves paraphrasing or summarizing what someone has expressed. This practice shows the listener is engaged and helps clear any misunderstandings. For instance, if a staff member discusses their workload concerns, a leader might respond, "It sounds like you're feeling overwhelmed with the patient load this week. Can we explore how to provide more support?"


5. Ask Open-Ended Questions

Active listening thrives on conversation. Nurse leaders can encourage deeper discussions by asking open-ended questions. This approach invites staff to elaborate on their thoughts, leading to richer insights. Questions like "How do you feel about our current patient care strategies?" can open up valuable dialogue.



Overcoming Barriers to Active Listening


If we know its importance, why don’t we always practice it? The barriers are many—external distractions like noisy environments and heavy workloads or internal challenges such as assumptions, emotions, or reactions. Yet overcoming these obstacles is essential for building trust and connection. Do any of these resonate with you?


Distractions

Managing distractions is essential for meaningful conversations. Leaders can address this by stepping away from busy areas, temporarily turning off notifications, or scheduling specific times for staff interactions.


Emotional Responses

Leading can elicit strong emotions around sensitive topics. Leaders must stay calm and not let personal feelings interfere. Taking a brief moment to collect thoughts before responding can help manage this challenge. Leaders might also consider using a verbatim tool after the discussion to help them reflect on the encounter and evaluate areas of improvement.


Time Constraints

Healthcare workers often operate on tight schedules, making it difficult to engage in meaningful conversations. Regular one-on-one check-ins can mitigate this barrier, ensuring all staff feel listened to and valued, even on a busy day.


Listener's Agenda or Bias

Listeners must take time to reflect on their own biases or hidden assumptions they bring to a conversation to be more fully present with their team members. This is another area that might benefit from post-conversation reflection using the verbatim tool.


Cultural Differences

Misunderstandings are common when team members come from varying cultural backgrounds and communication styles.



Your Turn: Reflect and Practice


Active listening is a skill that grows with practice. Reflect on Phyllis’s story about advocating for Amy or the young nurse. Have you ever felt honestly heard—or unheard? How did that experience shape you? Journal about a time when someone listened to you with full attention and understanding. Finally, reflect on the type of nurse leader you aspire to be. Note which of the five pillars you would like to see growth and make a play to practice it and grow.


Like a seesaw, active listening requires trust, effort, and balance. It’s a practice that empowers us as nurse leaders to connect, advocate, and lead with empathy. Keep listening, and watch your leadership grow and your workplace culture transform.



 


References

Bregenzer, M. (2020). The role of active listening in healthcare leadership. Journal of Healthcare Leadership, 12(1), 32-39. https://doi.org/10.1007/jhl2020


Nemec, E., Spagnolo, L., & Soydon, M. (2017). Listening and leadership: Enhancing communication in healthcare teams. Journal of Nursing Administration, 47(9), 462-467. https://doi.org/10.1097/NNA.0000000000000545


Nichols, M. P., & Strauss, M. A. (2007). The art of listening. Harvard University Press.



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