Is listening the key to staff retention in your practice?

Listening is a superpower, and it’s vital that practice managers know how to wield it – discover some tips below

CREDIT: This is an edited version of an article that originally appeared on Guerilla GP

Retaining experienced team members poses challenges beyond financial incentives, emphasising the creation of a culture of belonging and empowerment. Establishing active listening as a core practice is pivotal in achieving this goal.

Active Listening in Practice Management

Listening is an active process

Commonly, we perceive listening as merely hearing words spoken, but its essence goes beyond that. True listening entails absorbing the words, grasping their underlying meanings, and demonstrating to the speaker that their message has been understood. In your role as practice manager, you often struggle with this aspect when engaging with your team, as your inclination is to solve issues and provide solutions promptly. However, there are effective techniques that can help you enhance your listening skills.

Reflect back on their words to display attentive listening

Reiterating the last or most significant 3-5 words a person says in a questioning tone encourages them to expand on their thoughts. This approach is less intimidating than direct inquiries and doesn’t disrupt their flow. While it might sound contrived to you, rest assured that it comes across as natural to them.

Acknowledge their input through labelling

Utilise phrases like ‘It seems like…’ or ‘It sounds like…’ to make an observation about their statements. This invites them to validate or correct your interpretation and assures them that you comprehend their viewpoint. This technique is especially effective when pinpointing emotions, such as ‘It sounds like you felt neglected,’ as emotions can be challenging to articulate.

Rephrase their thoughts to affirm understanding

Once you’ve grasped the essence of their discourse, restate a condensed summary in your own words. This empowers them to confirm or clarify, reaffirming that you’ve genuinely absorbed their message. The objective is to create an environment where they feel comfortable and relieved that their concerns have been acknowledged, prompting them to say, ‘That’s right.’

Embrace unwelcome insights

There is often trepidation associated with listening to unwelcome insights, fearing it might unleash a Pandora’s Box. However, listening doesn’t equate to an agreement. Ignoring problems can hinder resolution. In reality, exposing challenges to light weakens their potency and encourages collaborative solutions.

Employ ‘What’ and ‘How’ questions to steer towards resolutions

Your team is perceptive; they understand that dilemmas like ‘I need a 10% pay increase to manage my expenses’ lack easy answers. Instead of immediately responding with a ‘No,’ inquire ‘How can we address this?’ with genuine curiosity. This might unveil colleagues open to fewer working hours, additional shifts in vaccine clinics, or new roles funded differently. The pivotal shift is that you’re now allied in resolving the issue.

When individuals feel heard, they experience a sense of security. While financial aspects hold significance, the sentiment of being cared for and attentively heard plays a pivotal role in fostering contentment within your team. This is instrumental in retaining your staff when uncertainties abound.