WEBVTT 00:00:00.760 --> 00:00:10.030 align:start position:0% [Music] 00:00:10.030 --> 00:00:10.040 align:start position:0% 00:00:10.040 --> 00:00:12.789 align:start position:0% uh<00:00:10.240> Namaste<00:00:11.000> thank<00:00:11.240> you<00:00:11.599> Dr<00:00:11.880> Lavan<00:00:12.400> for<00:00:12.599> that 00:00:12.789 --> 00:00:12.799 align:start position:0% uh Namaste thank you Dr Lavan for that 00:00:12.799 --> 00:00:15.230 align:start position:0% uh Namaste thank you Dr Lavan for that wonderful<00:00:13.599> introduction<00:00:14.599> I<00:00:14.719> feel<00:00:14.960> very 00:00:15.230 --> 00:00:15.240 align:start position:0% wonderful introduction I feel very 00:00:15.240 --> 00:00:17.710 align:start position:0% wonderful introduction I feel very honored<00:00:15.799> and<00:00:16.080> very<00:00:16.279> very<00:00:16.560> privileged<00:00:17.279> to<00:00:17.480> be 00:00:17.710 --> 00:00:17.720 align:start position:0% honored and very very privileged to be 00:00:17.720 --> 00:00:21.590 align:start position:0% honored and very very privileged to be talking<00:00:18.680> to<00:00:19.039> the<00:00:19.279> healthc<00:00:19.640> care<00:00:20.600> workers 00:00:21.590 --> 00:00:21.600 align:start position:0% talking to the healthc care workers 00:00:21.600 --> 00:00:24.310 align:start position:0% talking to the healthc care workers especially<00:00:22.160> doctors<00:00:22.640> nurses<00:00:23.080> and<00:00:23.279> others<00:00:24.160> who 00:00:24.310 --> 00:00:24.320 align:start position:0% especially doctors nurses and others who 00:00:24.320 --> 00:00:26.790 align:start position:0% especially doctors nurses and others who are<00:00:24.519> integral<00:00:25.439> to<00:00:25.760> Patient<00:00:26.160> Care<00:00:26.480> to<00:00:26.640> the 00:00:26.790 --> 00:00:26.800 align:start position:0% are integral to Patient Care to the 00:00:26.800 --> 00:00:29.269 align:start position:0% are integral to Patient Care to the quality<00:00:27.800> and<00:00:27.960> to<00:00:28.160> the<00:00:28.279> outcomes<00:00:28.960> of<00:00:29.119> the 00:00:29.269 --> 00:00:29.279 align:start position:0% quality and to the outcomes of the 00:00:29.279 --> 00:00:30.870 align:start position:0% quality and to the outcomes of the Enterprise 00:00:30.870 --> 00:00:30.880 align:start position:0% Enterprise 00:00:30.880 --> 00:00:33.030 align:start position:0% Enterprise and<00:00:31.039> I've<00:00:31.199> been<00:00:31.400> given<00:00:31.640> a<00:00:31.840> topic<00:00:32.480> which<00:00:32.640> is<00:00:32.759> so 00:00:33.030 --> 00:00:33.040 align:start position:0% and I've been given a topic which is so 00:00:33.040 --> 00:00:36.389 align:start position:0% and I've been given a topic which is so close<00:00:33.360> to<00:00:33.559> my<00:00:33.840> heart<00:00:34.760> close<00:00:35.079> to<00:00:36.000> every 00:00:36.389 --> 00:00:36.399 align:start position:0% close to my heart close to every 00:00:36.399 --> 00:00:38.229 align:start position:0% close to my heart close to every individual<00:00:37.079> who<00:00:37.320> practices<00:00:37.840> in<00:00:38.040> the 00:00:38.229 --> 00:00:38.239 align:start position:0% individual who practices in the 00:00:38.239 --> 00:00:40.990 align:start position:0% individual who practices in the Healthcare<00:00:39.239> in<00:00:39.360> order<00:00:39.640> to<00:00:39.879> make<00:00:40.440> the<00:00:40.640> best<00:00:40.840> of 00:00:40.990 --> 00:00:41.000 align:start position:0% Healthcare in order to make the best of 00:00:41.000 --> 00:00:43.029 align:start position:0% Healthcare in order to make the best of their<00:00:41.200> careers<00:00:41.800> and<00:00:41.920> to<00:00:42.120> generate<00:00:42.559> the<00:00:42.719> best 00:00:43.029 --> 00:00:43.039 align:start position:0% their careers and to generate the best 00:00:43.039 --> 00:00:46.470 align:start position:0% their careers and to generate the best outcomes<00:00:44.039> the<00:00:44.239> topic<00:00:44.640> is<00:00:44.920> active<00:00:45.480> listening 00:00:46.470 --> 00:00:46.480 align:start position:0% outcomes the topic is active listening 00:00:46.480 --> 00:00:49.630 align:start position:0% outcomes the topic is active listening and<00:00:46.680> this<00:00:46.800> is<00:00:47.039> a<00:00:47.320> trait<00:00:48.160> that<00:00:48.360> we<00:00:48.559> see 00:00:49.630 --> 00:00:49.640 align:start position:0% and this is a trait that we see 00:00:49.640 --> 00:00:51.830 align:start position:0% and this is a trait that we see diminishing<00:00:50.640> just<00:00:50.879> because<00:00:51.160> we<00:00:51.280> are<00:00:51.440> busy 00:00:51.830 --> 00:00:51.840 align:start position:0% diminishing just because we are busy 00:00:51.840 --> 00:00:54.790 align:start position:0% diminishing just because we are busy people<00:00:52.320> and<00:00:52.480> we<00:00:52.600> have<00:00:52.800> lots<00:00:53.079> to<00:00:53.239> do<00:00:54.079> and<00:00:54.280> I<00:00:54.399> feel 00:00:54.790 --> 00:00:54.800 align:start position:0% people and we have lots to do and I feel 00:00:54.800 --> 00:00:57.790 align:start position:0% people and we have lots to do and I feel personally<00:00:55.719> an<00:00:56.000> active<00:00:56.399> listening<00:00:57.280> is<00:00:57.480> one<00:00:57.640> of 00:00:57.790 --> 00:00:57.800 align:start position:0% personally an active listening is one of 00:00:57.800 --> 00:01:00.869 align:start position:0% personally an active listening is one of the<00:00:58.000> most<00:00:58.680> important<00:00:59.519> trait 00:01:00.869 --> 00:01:00.879 align:start position:0% the most important trait 00:01:00.879 --> 00:01:03.029 align:start position:0% the most important trait both<00:01:01.320> in<00:01:01.480> our<00:01:01.719> personal<00:01:02.480> and<00:01:02.640> in<00:01:02.760> our 00:01:03.029 --> 00:01:03.039 align:start position:0% both in our personal and in our 00:01:03.039 --> 00:01:04.390 align:start position:0% both in our personal and in our professional 00:01:04.390 --> 00:01:04.400 align:start position:0% professional 00:01:04.400 --> 00:01:07.350 align:start position:0% professional relationships<00:01:05.400> so<00:01:05.960> here<00:01:06.119> I<00:01:06.360> go<00:01:06.920> let<00:01:07.040> me<00:01:07.159> share 00:01:07.350 --> 00:01:07.360 align:start position:0% relationships so here I go let me share 00:01:07.360 --> 00:01:10.469 align:start position:0% relationships so here I go let me share my<00:01:07.560> slide<00:01:07.840> please<00:01:08.799> as<00:01:08.960> I<00:01:09.119> said<00:01:10.080> active 00:01:10.469 --> 00:01:10.479 align:start position:0% my slide please as I said active 00:01:10.479 --> 00:01:12.950 align:start position:0% my slide please as I said active listening<00:01:11.400> is<00:01:11.560> one<00:01:11.720> of<00:01:11.840> the<00:01:12.040> most<00:01:12.400> important 00:01:12.950 --> 00:01:12.960 align:start position:0% listening is one of the most important 00:01:12.960 --> 00:01:16.429 align:start position:0% listening is one of the most important traits<00:01:13.600> that<00:01:14.040> every<00:01:15.000> human<00:01:15.320> being<00:01:15.680> has<00:01:15.960> to 00:01:16.429 --> 00:01:16.439 align:start position:0% traits that every human being has to 00:01:16.439 --> 00:01:19.230 align:start position:0% traits that every human being has to cultivate<00:01:17.439> and<00:01:17.680> especially<00:01:18.200> for<00:01:18.479> healthcare 00:01:19.230 --> 00:01:19.240 align:start position:0% cultivate and especially for healthcare 00:01:19.240 --> 00:01:23.910 align:start position:0% cultivate and especially for healthcare workers<00:01:20.240> it<00:01:20.400> is<00:01:21.280> pertinent<00:01:22.280> that<00:01:22.799> we 00:01:23.910 --> 00:01:23.920 align:start position:0% workers it is pertinent that we 00:01:23.920 --> 00:01:27.069 align:start position:0% workers it is pertinent that we practice<00:01:24.920> every<00:01:25.280> single<00:01:25.759> day<00:01:26.040> to<00:01:26.240> get<00:01:26.720> better 00:01:27.069 --> 00:01:27.079 align:start position:0% practice every single day to get better 00:01:27.079 --> 00:01:30.350 align:start position:0% practice every single day to get better and<00:01:27.400> better<00:01:28.159> to<00:01:28.360> be<00:01:28.520> an<00:01:28.720> active<00:01:29.079> listener<00:01:30.200> let 00:01:30.350 --> 00:01:30.360 align:start position:0% and better to be an active listener let 00:01:30.360 --> 00:01:33.270 align:start position:0% and better to be an active listener let me<00:01:30.600> quote<00:01:31.240> Nelson<00:01:31.720> Mandela<00:01:32.320> here<00:01:32.799> one<00:01:32.920> of<00:01:33.079> the 00:01:33.270 --> 00:01:33.280 align:start position:0% me quote Nelson Mandela here one of the 00:01:33.280 --> 00:01:36.990 align:start position:0% me quote Nelson Mandela here one of the greatest<00:01:33.960> leaders<00:01:34.960> who<00:01:35.799> has 00:01:36.990 --> 00:01:37.000 align:start position:0% greatest leaders who has 00:01:37.000 --> 00:01:40.350 align:start position:0% greatest leaders who has demonstrated<00:01:38.000> that<00:01:38.240> leadership<00:01:39.360> skills 00:01:40.350 --> 00:01:40.360 align:start position:0% demonstrated that leadership skills 00:01:40.360 --> 00:01:43.749 align:start position:0% demonstrated that leadership skills entail<00:01:41.360> good<00:01:41.840> listening<00:01:42.840> and<00:01:43.000> as<00:01:43.200> all<00:01:43.360> of<00:01:43.520> us 00:01:43.749 --> 00:01:43.759 align:start position:0% entail good listening and as all of us 00:01:43.759 --> 00:01:46.510 align:start position:0% entail good listening and as all of us know<00:01:44.759> even<00:01:45.040> when<00:01:45.240> Nelson<00:01:45.600> Mandela<00:01:46.079> was<00:01:46.280> very 00:01:46.510 --> 00:01:46.520 align:start position:0% know even when Nelson Mandela was very 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his<00:01:56.759> father<00:01:57.200> practiced<00:01:58.119> active 00:01:58.469 --> 00:01:58.479 align:start position:0% forum and his father practiced active 00:01:58.479 --> 00:02:00.550 align:start position:0% forum and his father practiced active listening<00:01:59.000> because<00:01:59.280> he<00:01:59.439> would<00:01:59.640> have 00:02:00.550 --> 00:02:00.560 align:start position:0% listening because he would have 00:02:00.560 --> 00:02:03.709 align:start position:0% listening because he would have various<00:02:01.280> stakeholders<00:02:02.200> in<00:02:02.439> his<00:02:02.719> governance 00:02:03.709 --> 00:02:03.719 align:start position:0% various stakeholders in his governance 00:02:03.719 --> 00:02:07.310 align:start position:0% various stakeholders in his governance sit<00:02:04.000> across<00:02:04.799> on<00:02:04.960> a<00:02:05.159> round<00:02:05.719> table<00:02:06.719> and<00:02:06.960> he<00:02:07.119> would 00:02:07.310 --> 00:02:07.320 align:start position:0% sit across on a round table and he would 00:02:07.320 --> 00:02:10.109 align:start position:0% sit across on a round table and he would ask<00:02:07.600> everyone<00:02:08.119> to<00:02:08.319> speak<00:02:09.280> and<00:02:09.520> he<00:02:09.720> would<00:02:09.920> be 00:02:10.109 --> 00:02:10.119 align:start position:0% ask everyone to speak and he would be 00:02:10.119 --> 00:02:13.589 align:start position:0% ask everyone to speak and he would be the<00:02:10.360> last<00:02:10.759> person<00:02:11.080> to<00:02:11.640> speak<00:02:12.640> what<00:02:13.160> great 00:02:13.589 --> 00:02:13.599 align:start position:0% the last person to speak what great 00:02:13.599 --> 00:02:17.589 align:start position:0% the last person to speak what great leadership<00:02:14.680> trait<00:02:15.680> has<00:02:16.200> Nelson<00:02:16.640> Mandela 00:02:17.589 --> 00:02:17.599 align:start position:0% leadership trait has Nelson Mandela 00:02:17.599 --> 00:02:20.150 align:start position:0% leadership trait has Nelson Mandela inherited<00:02:18.599> right<00:02:18.840> from<00:02:19.080> the<00:02:19.280> time<00:02:19.760> he's<00:02:19.959> been 00:02:20.150 --> 00:02:20.160 align:start position:0% inherited right from the time he's been 00:02:20.160 --> 00:02:22.630 align:start position:0% inherited right from the time he's been a<00:02:20.400> child<00:02:21.400> and<00:02:21.640> that's<00:02:21.920> something<00:02:22.319> he's 00:02:22.630 --> 00:02:22.640 align:start position:0% a child and that's something he's 00:02:22.640 --> 00:02:25.869 align:start position:0% a child and that's something he's practiced<00:02:23.519> all<00:02:23.920> through<00:02:24.200> his<00:02:24.440> life<00:02:25.440> and<00:02:25.640> I 00:02:25.869 --> 00:02:25.879 align:start position:0% practiced all through his life and I 00:02:25.879 --> 00:02:29.150 align:start position:0% practiced all through his life and I wonderfully<00:02:26.599> quote<00:02:27.480> what<00:02:27.680> he<00:02:27.840> said<00:02:28.560> I<00:02:28.760> learn 00:02:29.150 --> 00:02:29.160 align:start position:0% wonderfully quote what he said I learn 00:02:29.160 --> 00:02:31.790 align:start position:0% wonderfully quote what he said I learn to<00:02:29.319> have<00:02:29.480> the<00:02:29.640> p<00:02:29.920> patience<00:02:30.319> to<00:02:30.560> listen<00:02:31.519> when 00:02:31.790 --> 00:02:31.800 align:start position:0% to have the p patience to listen when 00:02:31.800 --> 00:02:34.790 align:start position:0% to have the p patience to listen when people<00:02:32.160> put<00:02:32.400> forward<00:02:32.959> their<00:02:33.239> views<00:02:34.160> even<00:02:34.400> if<00:02:34.599> I 00:02:34.790 --> 00:02:34.800 align:start position:0% people put forward their views even if I 00:02:34.800 --> 00:02:37.390 align:start position:0% people put forward their views even if I think<00:02:35.160> those<00:02:35.400> views<00:02:35.680> are<00:02:35.920> wrong<00:02:36.879> you<00:02:37.120> can't 00:02:37.390 --> 00:02:37.400 align:start position:0% think those views are wrong you can't 00:02:37.400 --> 00:02:40.589 align:start position:0% think those views are wrong you can't reach<00:02:37.640> a<00:02:37.920> just<00:02:38.319> decision<00:02:39.040> in<00:02:39.200> a<00:02:39.599> dispute 00:02:40.589 --> 00:02:40.599 align:start position:0% reach a just decision in a dispute 00:02:40.599 --> 00:02:43.990 align:start position:0% reach a just decision in a dispute unless<00:02:41.319> you<00:02:41.519> listen<00:02:41.840> to<00:02:42.080> both<00:02:42.760> sides<00:02:43.760> don't 00:02:43.990 --> 00:02:44.000 align:start position:0% unless you listen to both sides don't 00:02:44.000 --> 00:02:46.309 align:start position:0% unless you listen to both sides don't you<00:02:44.200> think<00:02:44.800> this<00:02:44.959> is<00:02:45.239> exactly<00:02:45.800> what<00:02:46.000> we<00:02:46.159> need 00:02:46.309 --> 00:02:46.319 align:start position:0% you think this is exactly what we need 00:02:46.319 --> 00:02:49.910 align:start position:0% you think this is exactly what we need to<00:02:46.599> practice<00:02:47.080> in<00:02:47.200> our<00:02:47.640> day-to-day<00:02:48.920> workplace 00:02:49.910 --> 00:02:49.920 align:start position:0% to practice in our day-to-day workplace 00:02:49.920 --> 00:02:51.990 align:start position:0% to practice in our day-to-day workplace whether<00:02:50.200> we<00:02:50.319> are<00:02:50.480> listening<00:02:50.840> to<00:02:51.000> a<00:02:51.200> patient 00:02:51.990 --> 00:02:52.000 align:start position:0% whether we are listening to a patient 00:02:52.000 --> 00:02:53.869 align:start position:0% whether we are listening to a patient we're<00:02:52.239> listening<00:02:52.599> to<00:02:52.760> a<00:02:53.000> family<00:02:53.640> we're 00:02:53.869 --> 00:02:53.879 align:start position:0% we're listening to a family we're 00:02:53.879 --> 00:02:56.070 align:start position:0% we're listening to a family we're listening<00:02:54.239> to<00:02:54.400> a<00:02:54.560> colleague<00:02:55.280> or<00:02:55.519> we<00:02:55.720> dealing 00:02:56.070 --> 00:02:56.080 align:start position:0% listening to a colleague or we dealing 00:02:56.080 --> 00:03:01.030 align:start position:0% listening to a colleague or we dealing with<00:02:56.200> a<00:02:56.640> conflict<00:02:57.640> so<00:02:57.959> very<00:02:58.200> important 00:03:01.030 --> 00:03:01.040 align:start position:0% with a conflict so very important 00:03:01.040 --> 00:03:03.949 align:start position:0% with a conflict so very important there<00:03:01.200> is<00:03:01.319> a<00:03:01.519> famous<00:03:01.959> quote<00:03:02.319> by<00:03:02.480> stepen<00:03:03.280> arov 00:03:03.949 --> 00:03:03.959 align:start position:0% there is a famous quote by stepen arov 00:03:03.959 --> 00:03:06.830 align:start position:0% there is a famous quote by stepen arov and<00:03:04.120> we<00:03:04.319> all<00:03:04.760> know<00:03:05.760> this<00:03:06.000> person<00:03:06.319> played<00:03:06.640> an 00:03:06.830 --> 00:03:06.840 align:start position:0% and we all know this person played an 00:03:06.840 --> 00:03:10.270 align:start position:0% and we all know this person played an important<00:03:07.519> role<00:03:08.519> in<00:03:08.959> delivering<00:03:09.560> the<00:03:09.840> best 00:03:10.270 --> 00:03:10.280 align:start position:0% important role in delivering the best 00:03:10.280 --> 00:03:12.949 align:start position:0% important role in delivering the best management<00:03:10.920> principles<00:03:11.400> of<00:03:11.560> the<00:03:11.720> world<00:03:12.720> he's 00:03:12.949 --> 00:03:12.959 align:start position:0% management principles of the world he's 00:03:12.959 --> 00:03:15.550 align:start position:0% management principles of the world he's the<00:03:13.120> famous<00:03:13.599> American<00:03:14.080> educator<00:03:14.599> and<00:03:14.799> author 00:03:15.550 --> 00:03:15.560 align:start position:0% the famous American educator and author 00:03:15.560 --> 00:03:17.910 align:start position:0% the famous American educator and author most<00:03:16.000> people<00:03:16.319> do<00:03:16.519> not<00:03:16.799> listen<00:03:17.480> with<00:03:17.640> the 00:03:17.910 --> 00:03:17.920 align:start position:0% most people do not listen with the 00:03:17.920 --> 00:03:21.190 align:start position:0% most people do not listen with the intent<00:03:18.440> to<00:03:19.280> understand<00:03:20.200> they<00:03:20.440> listen<00:03:21.040> with 00:03:21.190 --> 00:03:21.200 align:start position:0% intent to understand they listen with 00:03:21.200 --> 00:03:24.910 align:start position:0% intent to understand they listen with the<00:03:21.440> intent<00:03:21.840> to<00:03:22.200> reply<00:03:23.200> how<00:03:23.400> true<00:03:23.640> is<00:03:23.920> this<00:03:24.760> let 00:03:24.910 --> 00:03:24.920 align:start position:0% the intent to reply how true is this let 00:03:24.920 --> 00:03:28.309 align:start position:0% the intent to reply how true is this let us<00:03:25.120> introspect<00:03:25.760> and<00:03:26.120> ask<00:03:26.640> ourselves<00:03:27.640> do<00:03:27.840> we 00:03:28.309 --> 00:03:28.319 align:start position:0% us introspect and ask ourselves do we 00:03:28.319 --> 00:03:30.110 align:start position:0% us introspect and ask ourselves do we actually<00:03:28.760> listen<00:03:29.120> to<00:03:29.280> the<00:03:29.439> complete<00:03:29.760> complete 00:03:30.110 --> 00:03:30.120 align:start position:0% actually listen to the complete complete 00:03:30.120 --> 00:03:34.110 align:start position:0% actually listen to the complete complete statement<00:03:31.120> or<00:03:31.319> do<00:03:31.519> we<00:03:31.959> start<00:03:32.640> forming<00:03:33.640> our 00:03:34.110 --> 00:03:34.120 align:start position:0% statement or do we start forming our 00:03:34.120 --> 00:03:37.309 align:start position:0% statement or do we start forming our answers<00:03:35.120> even<00:03:35.400> before<00:03:35.680> we<00:03:35.920> listen<00:03:36.920> and<00:03:37.120> I 00:03:37.309 --> 00:03:37.319 align:start position:0% answers even before we listen and I 00:03:37.319 --> 00:03:41.429 align:start position:0% answers even before we listen and I think<00:03:37.760> most<00:03:38.120> often<00:03:38.959> the<00:03:39.200> issue<00:03:39.560> is<00:03:40.120> we<00:03:40.439> listen 00:03:41.429 --> 00:03:41.439 align:start position:0% think most often the issue is we listen 00:03:41.439 --> 00:03:45.550 align:start position:0% think most often the issue is we listen just<00:03:41.720> to<00:03:42.480> reply<00:03:43.480> I<00:03:43.599> think<00:03:44.200> that<00:03:44.439> has<00:03:44.560> to<00:03:44.799> change 00:03:45.550 --> 00:03:45.560 align:start position:0% just to reply I think that has to change 00:03:45.560 --> 00:03:49.630 align:start position:0% just to reply I think that has to change and<00:03:45.799> it<00:03:45.959> has<00:03:46.080> to<00:03:46.280> change<00:03:46.879> right 00:03:49.630 --> 00:03:49.640 align:start position:0% 00:03:49.640 --> 00:03:52.670 align:start position:0% away<00:03:50.640> so<00:03:50.959> what's<00:03:51.200> the<00:03:51.400> difference<00:03:51.879> between 00:03:52.670 --> 00:03:52.680 align:start position:0% away so what's the difference between 00:03:52.680 --> 00:03:57.309 align:start position:0% away so what's the difference between active<00:03:53.120> listening<00:03:53.799> and<00:03:54.040> normal 00:03:57.309 --> 00:03:57.319 align:start position:0% 00:03:57.319 --> 00:04:00.710 align:start position:0% listening<00:03:58.319> I<00:03:58.439> think<00:03:58.680> one<00:03:58.799> of<00:03:59.040> my<00:03:59.879> first 00:04:00.710 --> 00:04:00.720 align:start position:0% listening I think one of my first 00:04:00.720 --> 00:04:04.149 align:start position:0% listening I think one of my first learnings<00:04:01.720> from<00:04:01.959> reading<00:04:02.959> the<00:04:03.120> art<00:04:03.400> of<00:04:03.640> active 00:04:04.149 --> 00:04:04.159 align:start position:0% learnings from reading the art of active 00:04:04.159 --> 00:04:06.830 align:start position:0% learnings from reading the art of active listening<00:04:05.159> the<00:04:05.319> authors<00:04:05.720> of<00:04:05.959> book<00:04:06.319> Josh 00:04:06.830 --> 00:04:06.840 align:start position:0% listening the authors of book Josh 00:04:06.840 --> 00:04:09.949 align:start position:0% listening the authors of book Josh Gibson<00:04:07.439> and<00:04:07.640> Finn<00:04:08.400> Walker<00:04:09.400> they<00:04:09.560> make<00:04:09.760> it 00:04:09.949 --> 00:04:09.959 align:start position:0% Gibson and Finn Walker they make it 00:04:09.959 --> 00:04:12.550 align:start position:0% Gibson and Finn Walker they make it pretty<00:04:10.280> clear<00:04:10.760> from<00:04:10.959> the<00:04:11.120> outset<00:04:11.799> that<00:04:12.439> there 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then go 00:04:21.280 --> 00:04:23.950 align:start position:0% listening and Gibson and Walker then go on<00:04:21.440> to<00:04:21.720> explain<00:04:22.280> that<00:04:23.000> active<00:04:23.360> listening<00:04:23.800> is 00:04:23.950 --> 00:04:23.960 align:start position:0% on to explain that active listening is 00:04:23.960 --> 00:04:25.909 align:start position:0% on to explain that active listening is the<00:04:24.160> art<00:04:24.440> of<00:04:24.639> listening<00:04:25.080> for 00:04:25.909 --> 00:04:25.919 align:start position:0% the art of listening for 00:04:25.919 --> 00:04:29.110 align:start position:0% the art of listening for meaning<00:04:26.919> active<00:04:27.320> listening<00:04:27.880> requires<00:04:28.479> you 00:04:29.110 --> 00:04:29.120 align:start position:0% meaning active listening requires you 00:04:29.120 --> 00:04:32.510 align:start position:0% meaning active listening requires you not<00:04:29.360> just<00:04:29.880> hearing<00:04:30.880> you<00:04:31.039> need<00:04:31.199> to<00:04:31.800> understand 00:04:32.510 --> 00:04:32.520 align:start position:0% not just hearing you need to understand 00:04:32.520 --> 00:04:34.990 align:start position:0% not just hearing you need to understand you<00:04:32.680> need<00:04:32.840> to<00:04:33.160> interpret<00:04:34.160> and<00:04:34.360> you<00:04:34.520> need<00:04:34.720> to 00:04:34.990 --> 00:04:35.000 align:start position:0% you need to interpret and you need to 00:04:35.000 --> 00:04:38.350 align:start position:0% you need to interpret and you need to evaluate<00:04:35.960> what's<00:04:36.240> being<00:04:36.520> told<00:04:37.479> and<00:04:37.840> please 00:04:38.350 --> 00:04:38.360 align:start position:0% evaluate what's being told and please 00:04:38.360 --> 00:04:41.510 align:start position:0% evaluate what's being told and please extrapolate<00:04:39.280> this<00:04:39.919> to<00:04:40.199> your<00:04:40.639> day-to-day 00:04:41.510 --> 00:04:41.520 align:start position:0% extrapolate this to your day-to-day 00:04:41.520 --> 00:04:42.830 align:start position:0% extrapolate this to your day-to-day patient<00:04:41.960> care 00:04:42.830 --> 00:04:42.840 align:start position:0% patient care 00:04:42.840 --> 00:04:45.950 align:start position:0% patient care scenario<00:04:43.840> and<00:04:44.039> try<00:04:44.400> and<00:04:44.759> ask<00:04:45.080> yourself<00:04:45.600> this 00:04:45.950 --> 00:04:45.960 align:start position:0% scenario and try and ask yourself this 00:04:45.960 --> 00:04:49.749 align:start position:0% scenario and try and ask yourself this question<00:04:46.960> did<00:04:47.160> I<00:04:47.560> actually<00:04:48.560> listen<00:04:49.039> to 00:04:49.749 --> 00:04:49.759 align:start position:0% question did I actually listen to 00:04:49.759 --> 00:04:52.070 align:start position:0% question did I actually listen to understand<00:04:50.080> interpret<00:04:50.840> evaluate<00:04:51.600> and<00:04:51.840> then 00:04:52.070 --> 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here<00:05:02.400> you<00:05:02.680> have<00:05:02.840> to<00:05:03.039> deal<00:05:03.680> with<00:05:04.000> personal 00:05:04.590 --> 00:05:04.600 align:start position:0% here you have to deal with personal 00:05:04.600 --> 00:05:08.110 align:start position:0% here you have to deal with personal specifics<00:05:05.320> and<00:05:05.560> not<00:05:06.000> impersonal<00:05:06.840> General 00:05:08.110 --> 00:05:08.120 align:start position:0% specifics and not impersonal General 00:05:08.120 --> 00:05:11.110 align:start position:0% specifics and not impersonal General generalities<00:05:09.120> we<00:05:09.320> always<00:05:09.720> tend 00:05:11.110 --> 00:05:11.120 align:start position:0% generalities we always tend 00:05:11.120 --> 00:05:15.390 align:start position:0% generalities we always tend to<00:05:12.120> not<00:05:12.720> individualize<00:05:13.560> or<00:05:14.280> customize<00:05:15.280> what 00:05:15.390 --> 00:05:15.400 align:start position:0% to not individualize or customize what 00:05:15.400 --> 00:05:17.029 align:start position:0% to not individualize or customize what we<00:05:15.560> are<00:05:15.720> listening<00:05:16.080> to<00:05:16.320> that<00:05:16.520> particular 00:05:17.029 --> 00:05:17.039 align:start position:0% we are listening to that particular 00:05:17.039 --> 00:05:19.110 align:start position:0% we are listening to that particular person<00:05:17.840> we<00:05:18.000> tend<00:05:18.280> to 00:05:19.110 --> 00:05:19.120 align:start position:0% person we tend to 00:05:19.120 --> 00:05:22.309 align:start position:0% person we tend to generalize<00:05:20.120> and<00:05:20.400> that<00:05:20.680> is<00:05:20.960> very<00:05:21.280> very 00:05:22.309 --> 00:05:22.319 align:start position:0% generalize and that is very very 00:05:22.319 --> 00:05:24.830 align:start position:0% generalize and that is very very impersonal<00:05:23.319> we<00:05:23.479> need<00:05:23.720> to<00:05:24.000> restate<00:05:24.600> and 00:05:24.830 --> 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listening<00:05:52.560> especially 00:05:52.950 --> 00:05:52.960 align:start position:0% body language while listening especially 00:05:52.960 --> 00:05:55.510 align:start position:0% body language while listening especially when<00:05:53.120> a<00:05:53.280> patient<00:05:53.520> is<00:05:53.720> on<00:05:53.840> a<00:05:54.039> bed<00:05:55.000> standing 00:05:55.510 --> 00:05:55.520 align:start position:0% when a patient is on a bed standing 00:05:55.520 --> 00:05:58.629 align:start position:0% when a patient is on a bed standing straight<00:05:56.440> listening<00:05:57.280> versus<00:05:57.680> bending<00:05:58.160> down<00:05:58.440> a 00:05:58.629 --> 00:05:58.639 align:start position:0% straight listening versus bending down a 00:05:58.639 --> 00:06:01.950 align:start position:0% straight listening versus bending down a little<00:05:58.919> bit<00:05:59.639> getting<00:06:00.000> closer<00:06:00.880> listening 00:06:01.950 --> 00:06:01.960 align:start position:0% little bit getting closer listening 00:06:01.960 --> 00:06:05.350 align:start position:0% little bit getting closer listening nodding<00:06:02.960> giving<00:06:03.199> a<00:06:03.840> gesture<00:06:04.840> makes<00:06:05.160> the 00:06:05.350 --> 00:06:05.360 align:start position:0% nodding giving a gesture makes the 00:06:05.360 --> 00:06:08.909 align:start position:0% nodding giving a gesture makes the person<00:06:05.639> feel<00:06:05.960> that<00:06:06.120> I'm<00:06:06.319> being<00:06:06.599> heard<00:06:07.479> and<00:06:07.919> I'm 00:06:08.909 --> 00:06:08.919 align:start position:0% person feel that I'm being heard and I'm 00:06:08.919 --> 00:06:11.309 align:start position:0% person feel that I'm being heard and I'm surely<00:06:09.360> going<00:06:09.520> to<00:06:09.680> get<00:06:09.840> a<00:06:10.080> response<00:06:10.960> with 00:06:11.309 --> 00:06:11.319 align:start position:0% surely going to get a response with 00:06:11.319 --> 00:06:13.990 align:start position:0% surely going to get a response with acceptance<00:06:12.319> with<00:06:12.560> empathy<00:06:13.360> and<00:06:13.560> not<00:06:13.800> just 00:06:13.990 --> 00:06:14.000 align:start position:0% acceptance with empathy and not just 00:06:14.000 --> 00:06:16.309 align:start position:0% acceptance with empathy and not just clothes<00:06:14.840> coldly<00:06:15.360> because<00:06:15.680> somebody<00:06:16.039> has<00:06:16.160> to 00:06:16.309 --> 00:06:16.319 align:start position:0% clothes coldly because somebody has to 00:06:16.319 --> 00:06:18.909 align:start position:0% clothes coldly because somebody has to listen<00:06:16.560> to<00:06:16.759> what<00:06:16.880> I<00:06:17.000> have<00:06:17.160> to<00:06:17.520> say<00:06:18.520> and<00:06:18.639> look<00:06:18.800> at 00:06:18.909 --> 00:06:18.919 align:start position:0% listen to what I have to say and look at 00:06:18.919 --> 00:06:21.589 align:start position:0% listen to what I have to say and look at a<00:06:19.120> day-to-day<00:06:19.680> scenario<00:06:20.360> where<00:06:20.919> especially 00:06:21.589 --> 00:06:21.599 align:start position:0% a day-to-day scenario where especially 00:06:21.599 --> 00:06:24.150 align:start position:0% a day-to-day scenario where especially doctors<00:06:22.599> have<00:06:22.840> very<00:06:23.080> less<00:06:23.360> time<00:06:23.599> to<00:06:23.720> spend<00:06:24.000> at 00:06:24.150 --> 00:06:24.160 align:start position:0% doctors have very less time to spend at 00:06:24.160 --> 00:06:27.230 align:start position:0% doctors have very less time to spend at the<00:06:24.280> patient's<00:06:24.919> bedside<00:06:25.919> it<00:06:26.039> is<00:06:26.319> so<00:06:26.840> very 00:06:27.230 --> 00:06:27.240 align:start position:0% the patient's bedside it is so very 00:06:27.240 --> 00:06:30.390 align:start position:0% the patient's bedside it is so very important<00:06:27.840> to<00:06:28.160> make<00:06:28.680> that<00:06:29.000> conversation 00:06:30.390 --> 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--> 00:06:41.510 align:start position:0% day to say those few things that he wants<00:06:38.160> to<00:06:38.360> say<00:06:38.880> to<00:06:39.080> the<00:06:39.599> doctor<00:06:40.599> we<00:06:40.759> need<00:06:40.919> to 00:06:41.510 --> 00:06:41.520 align:start position:0% wants to say to the doctor we need to 00:06:41.520 --> 00:06:43.710 align:start position:0% wants to say to the doctor we need to understand<00:06:41.840> the<00:06:42.000> speaker's<00:06:42.560> point<00:06:42.759> of<00:06:42.919> view 00:06:43.710 --> 00:06:43.720 align:start position:0% understand the speaker's point of view 00:06:43.720 --> 00:06:47.589 align:start position:0% understand the speaker's point of view and<00:06:44.000> avoid<00:06:45.000> responding<00:06:46.000> from<00:06:46.319> our<00:06:46.599> own 00:06:47.589 --> 00:06:47.599 align:start position:0% and avoid responding from our own 00:06:47.599 --> 00:06:51.070 align:start position:0% and avoid responding from our own Viewpoint<00:06:48.599> and<00:06:48.759> this<00:06:48.880> is<00:06:49.000> a<00:06:49.199> common<00:06:49.919> problem 00:06:51.070 --> 00:06:51.080 align:start position:0% Viewpoint and this is a common problem 00:06:51.080 --> 00:06:54.550 align:start position:0% Viewpoint and this is a common problem always<00:06:52.080> the<00:06:52.599> person<00:06:53.039> who<00:06:53.199> is<00:06:53.400> listening<00:06:54.319> to 00:06:54.550 --> 00:06:54.560 align:start position:0% always the person who is listening to 00:06:54.560 --> 00:06:57.710 align:start position:0% always the person who is listening to the<00:06:54.759> other<00:06:55.080> person<00:06:56.039> has<00:06:56.360> their<00:06:56.720> Viewpoint 00:06:57.710 --> 00:06:57.720 align:start position:0% the other person has their Viewpoint 00:06:57.720 --> 00:07:00.469 align:start position:0% the other person has their Viewpoint more<00:06:58.080> often<00:06:59.039> than<00:06:59.599> the<00:06:59.720> speaker's<00:07:00.120> point<00:07:00.319> of 00:07:00.469 --> 00:07:00.479 align:start position:0% more often than the speaker's point of 00:07:00.479 --> 00:07:03.830 align:start position:0% more often than the speaker's point of view<00:07:01.400> we<00:07:01.520> need<00:07:01.680> to<00:07:01.919> decipher<00:07:02.599> the<00:07:02.840> feelings 00:07:03.830 --> 00:07:03.840 align:start position:0% view we need to decipher the feelings 00:07:03.840 --> 00:07:06.029 align:start position:0% view we need to decipher the feelings behind<00:07:04.240> the<00:07:04.400> words<00:07:04.759> to<00:07:04.960> create<00:07:05.199> a<00:07:05.400> better 00:07:06.029 --> 00:07:06.039 align:start position:0% behind the words to create a better 00:07:06.039 --> 00:07:09.629 align:start position:0% behind the words to create a better understanding<00:07:06.280> of<00:07:06.400> the<00:07:06.919> issues<00:07:07.919> and<00:07:08.120> I<00:07:08.639> think 00:07:09.629 --> 00:07:09.639 align:start position:0% understanding of the issues and I think 00:07:09.639 --> 00:07:14.869 align:start position:0% understanding of the issues and I think from<00:07:09.919> today<00:07:10.639> we<00:07:10.800> must<00:07:11.080> listen<00:07:11.919> more<00:07:12.199> than<00:07:12.400> we 00:07:14.869 --> 00:07:14.879 align:start position:0% 00:07:14.879 --> 00:07:18.869 align:start position:0% talk<00:07:15.879> and<00:07:16.080> I<00:07:16.280> feel<00:07:17.199> active<00:07:17.680> listening<00:07:18.319> is<00:07:18.440> a 00:07:18.869 --> 00:07:18.879 align:start position:0% talk and I feel active listening is a 00:07:18.879 --> 00:07:22.150 align:start position:0% talk and I feel active listening is a vital<00:07:19.440> skill<00:07:19.840> for<00:07:20.120> doctors<00:07:20.520> in<00:07:21.000> healthcare<00:07:22.000> as 00:07:22.150 --> 00:07:22.160 align:start position:0% vital skill for doctors in healthcare as 00:07:22.160 --> 00:07:24.670 align:start position:0% vital skill for doctors in healthcare as it<00:07:22.400> builds<00:07:23.039> a<00:07:23.360> stronger<00:07:23.759> connection<00:07:24.280> with 00:07:24.670 --> 00:07:24.680 align:start position:0% it builds a stronger connection with 00:07:24.680 --> 00:07:28.670 align:start position:0% it builds a stronger connection with patients<00:07:25.680> and<00:07:25.879> it<00:07:26.240> definitely<00:07:27.240> leads<00:07:27.720> to<00:07:28.479> a 00:07:28.670 --> 00:07:28.680 align:start position:0% patients and it definitely leads to a 00:07:28.680 --> 00:07:30.469 align:start position:0% patients and it definitely leads to a better<00:07:29.039> outcome 00:07:30.469 --> 00:07:30.479 align:start position:0% better outcome 00:07:30.479 --> 00:07:32.710 align:start position:0% better outcome an<00:07:30.720> enhanced<00:07:31.360> patient<00:07:31.759> satisfaction<00:07:32.520> and 00:07:32.710 --> 00:07:32.720 align:start position:0% an enhanced patient satisfaction and 00:07:32.720 --> 00:07:35.510 align:start position:0% an enhanced patient satisfaction and greater<00:07:33.360> professional<00:07:34.240> fulfillment<00:07:35.240> gone 00:07:35.510 --> 00:07:35.520 align:start position:0% greater professional fulfillment gone 00:07:35.520 --> 00:07:38.629 align:start position:0% greater professional fulfillment gone are<00:07:35.759> those<00:07:36.000> days<00:07:36.360> where<00:07:37.160> patients<00:07:37.800> generally 00:07:38.629 --> 00:07:38.639 align:start position:0% are those days where patients generally 00:07:38.639 --> 00:07:40.869 align:start position:0% are those days where patients generally did<00:07:38.879> not<00:07:39.199> complain<00:07:39.720> especially<00:07:40.160> of<00:07:40.319> the 00:07:40.869 --> 00:07:40.879 align:start position:0% did not complain especially of the 00:07:40.879 --> 00:07:43.909 align:start position:0% did not complain especially of the doctors<00:07:41.879> but<00:07:42.039> today<00:07:43.000> every<00:07:43.400> hospital 00:07:43.909 --> 00:07:43.919 align:start position:0% doctors but today every hospital 00:07:43.919 --> 00:07:45.550 align:start position:0% doctors but today every hospital especially<00:07:44.319> if<00:07:44.440> it's<00:07:44.560> a<00:07:44.759> private<00:07:45.080> corporate 00:07:45.550 --> 00:07:45.560 align:start position:0% especially if it's a private corporate 00:07:45.560 --> 00:07:47.230 align:start position:0% especially if it's a private corporate hospital<00:07:45.919> and<00:07:46.080> I<00:07:46.199> know<00:07:46.440> even<00:07:46.680> the<00:07:46.840> public 00:07:47.230 --> 00:07:47.240 align:start position:0% hospital and I know even the public 00:07:47.240 --> 00:07:51.350 align:start position:0% hospital and I know even the public hospitals<00:07:48.199> have<00:07:48.599> started<00:07:49.120> to<00:07:49.520> Value<00:07:50.479> patients 00:07:51.350 --> 00:07:51.360 align:start position:0% hospitals have started to Value patients 00:07:51.360 --> 00:07:54.469 align:start position:0% hospitals have started to Value patients feedback<00:07:52.360> and<00:07:52.599> many<00:07:53.000> times<00:07:53.560> the<00:07:53.759> patients<00:07:54.199> do 00:07:54.469 --> 00:07:54.479 align:start position:0% feedback and many times the patients do 00:07:54.479 --> 00:07:58.589 align:start position:0% feedback and many times the patients do complain<00:07:55.479> that<00:07:55.680> I<00:07:55.840> was<00:07:56.000> not<00:07:56.520> Hur<00:07:57.520> and<00:07:57.879> patient 00:07:58.589 --> 00:07:58.599 align:start position:0% complain that I was not Hur and patient 00:07:58.599 --> 00:08:01.589 align:start position:0% complain that I was not Hur and patient experience<00:07:59.919> is<00:08:00.159> what<00:08:00.360> is<00:08:00.520> going<00:08:00.720> to<00:08:00.840> be<00:08:01.039> the 00:08:01.589 --> 00:08:01.599 align:start position:0% experience is what is going to be the 00:08:01.599 --> 00:08:03.790 align:start position:0% experience is what is going to be the differentiator<00:08:02.599> in<00:08:02.960> every<00:08:03.360> single 00:08:03.790 --> 00:08:03.800 align:start position:0% differentiator in every single 00:08:03.800 --> 00:08:06.029 align:start position:0% differentiator in every single organization<00:08:04.599> because<00:08:05.240> most<00:08:05.479> of<00:08:05.639> us<00:08:05.840> have 00:08:06.029 --> 00:08:06.039 align:start position:0% organization because most of us have 00:08:06.039 --> 00:08:07.629 align:start position:0% organization because most of us have caught<00:08:06.280> up<00:08:06.400> with<00:08:06.479> the<00:08:06.599> race<00:08:06.800> of<00:08:06.960> clinical 00:08:07.629 --> 00:08:07.639 align:start position:0% caught up with the race of clinical 00:08:07.639 --> 00:08:11.309 align:start position:0% caught up with the race of clinical excellence<00:08:08.639> and<00:08:08.840> I<00:08:09.000> think<00:08:09.599> this<00:08:09.759> is<00:08:10.120> a 00:08:11.309 --> 00:08:11.319 align:start position:0% excellence and I think this is a 00:08:11.319 --> 00:08:15.469 align:start position:0% excellence and I think this is a key<00:08:12.319> trait<00:08:13.280> which<00:08:14.159> everyone<00:08:14.800> dealing<00:08:15.199> with 00:08:15.469 --> 00:08:15.479 align:start position:0% key trait which everyone dealing with 00:08:15.479 --> 00:08:19.149 align:start position:0% key trait which everyone dealing with patient<00:08:15.840> care<00:08:16.400> has<00:08:16.599> to<00:08:17.599> emulate<00:08:18.360> and<00:08:18.680> evolve 00:08:19.149 --> 00:08:19.159 align:start position:0% patient care has to emulate and evolve 00:08:19.159 --> 00:08:26.270 align:start position:0% patient care has to emulate and evolve into<00:08:19.919> being<00:08:20.240> good 00:08:26.270 --> 00:08:26.280 align:start position:0% 00:08:26.280 --> 00:08:28.430 align:start position:0% listeners 00:08:28.430 --> 00:08:28.440 align:start position:0% listeners 00:08:28.440 --> 00:08:30.830 align:start position:0% listeners so<00:08:29.479> one<00:08:29.599> of<00:08:29.720> the<00:08:29.840> thought-provoking 00:08:30.830 --> 00:08:30.840 align:start position:0% so one of the thought-provoking 00:08:30.840 --> 00:08:33.190 align:start position:0% so one of the thought-provoking statements<00:08:31.479> that<00:08:31.879> I<00:08:32.240> encountered<00:08:32.959> while<00:08:33.080> I 00:08:33.190 --> 00:08:33.200 align:start position:0% statements that I encountered while I 00:08:33.200 --> 00:08:36.190 align:start position:0% statements that I encountered while I was<00:08:33.360> trying<00:08:33.599> to<00:08:33.800> write<00:08:34.479> this<00:08:34.760> presentation<00:08:35.440> is 00:08:36.190 --> 00:08:36.200 align:start position:0% was trying to write this presentation is 00:08:36.200 --> 00:08:38.430 align:start position:0% was trying to write this presentation is listening<00:08:36.640> is<00:08:36.839> not<00:08:37.159> just<00:08:37.479> hearing<00:08:37.800> words<00:08:38.200> we 00:08:38.430 --> 00:08:38.440 align:start position:0% listening is not just hearing words we 00:08:38.440 --> 00:08:41.350 align:start position:0% listening is not just hearing words we hear<00:08:38.760> a<00:08:38.880> lot<00:08:39.039> of<00:08:39.240> things<00:08:39.680> every<00:08:40.000> single<00:08:40.440> day<00:08:41.200> we 00:08:41.350 --> 00:08:41.360 align:start position:0% hear a lot of things every single day we 00:08:41.360 --> 00:08:43.790 align:start position:0% hear a lot of things every single day we don't<00:08:41.680> derive<00:08:42.039> a<00:08:42.240> meaning<00:08:42.640> out<00:08:42.839> of<00:08:43.039> it<00:08:43.560> we're 00:08:43.790 --> 00:08:43.800 align:start position:0% don't derive a meaning out of it we're 00:08:43.800 --> 00:08:46.550 align:start position:0% don't derive a meaning out of it we're not<00:08:44.120> sensitive<00:08:44.720> to<00:08:44.959> it<00:08:45.600> but 00:08:46.550 --> 00:08:46.560 align:start position:0% not sensitive to it but 00:08:46.560 --> 00:08:49.710 align:start position:0% not sensitive to it but listening<00:08:47.560> is<00:08:47.680> a<00:08:48.040> gateway<00:08:48.519> to<00:08:49.160> understanding 00:08:49.710 --> 00:08:49.720 align:start position:0% listening is a gateway to understanding 00:08:49.720 --> 00:08:52.790 align:start position:0% listening is a gateway to understanding a<00:08:50.000> patient's<00:08:50.760> story<00:08:51.640> and 00:08:52.790 --> 00:08:52.800 align:start position:0% a patient's story and 00:08:52.800 --> 00:08:56.230 align:start position:0% a patient's story and emotions<00:08:53.800> and<00:08:54.279> very<00:08:54.880> often<00:08:55.880> in<00:08:56.040> the 00:08:56.230 --> 00:08:56.240 align:start position:0% emotions and very often in the 00:08:56.240 --> 00:08:58.670 align:start position:0% emotions and very often in the healthcare<00:08:56.720> setup<00:08:57.480> you<00:08:57.720> really<00:08:58.000> don't<00:08:58.279> see 00:08:58.670 --> 00:08:58.680 align:start position:0% healthcare setup you really don't see 00:08:58.680 --> 00:09:00.269 align:start position:0% healthcare setup you really don't see this<00:08:58.839> kind<00:08:59.000> of<00:08:59.120> a<00:08:59.240> j<00:08:59.440> gesture<00:08:59.839> between<00:09:00.120> a 00:09:00.269 --> 00:09:00.279 align:start position:0% this kind of a j gesture between a 00:09:00.279 --> 00:09:02.590 align:start position:0% this kind of a j gesture between a patient<00:09:00.560> and<00:09:00.720> a<00:09:00.920> doctor<00:09:01.240> or<00:09:01.399> a<00:09:02.000> patient<00:09:02.320> and<00:09:02.480> a 00:09:02.590 --> 00:09:02.600 align:start position:0% patient and a doctor or a patient and a 00:09:02.600 --> 00:09:04.470 align:start position:0% patient and a doctor or a patient and a nurse<00:09:02.920> or<00:09:03.079> a<00:09:03.240> patient<00:09:03.519> and<00:09:03.760> any<00:09:04.000> other 00:09:04.470 --> 00:09:04.480 align:start position:0% nurse or a patient and any other 00:09:04.480 --> 00:09:06.590 align:start position:0% nurse or a patient and any other stakeholder<00:09:05.480> and<00:09:05.680> I<00:09:05.800> think<00:09:06.079> that's<00:09:06.279> going<00:09:06.440> to 00:09:06.590 --> 00:09:06.600 align:start position:0% stakeholder and I think that's going to 00:09:06.600 --> 00:09:09.470 align:start position:0% stakeholder and I think that's going to be<00:09:07.480> a<00:09:07.640> key<00:09:07.920> differentiator<00:09:08.680> in<00:09:08.920> what<00:09:09.120> we<00:09:09.240> do 00:09:09.470 --> 00:09:09.480 align:start position:0% be a key differentiator in what we do 00:09:09.480 --> 00:09:14.790 align:start position:0% be a key differentiator in what we do and<00:09:09.680> how<00:09:09.880> we<00:09:10.000> are<00:09:10.240> perceived<00:09:11.160> as<00:09:11.440> Healthcare 00:09:14.790 --> 00:09:14.800 align:start position:0% 00:09:14.800 --> 00:09:17.670 align:start position:0% stakeholders<00:09:15.800> so<00:09:16.079> why<00:09:16.240> does<00:09:16.959> active 00:09:17.670 --> 00:09:17.680 align:start position:0% stakeholders so why does active 00:09:17.680 --> 00:09:19.509 align:start position:0% stakeholders so why does active listening<00:09:18.360> matter<00:09:18.640> for 00:09:19.509 --> 00:09:19.519 align:start position:0% listening matter for 00:09:19.519 --> 00:09:23.750 align:start position:0% listening matter for doctors<00:09:20.519> we<00:09:20.680> know<00:09:21.640> that<00:09:21.880> many<00:09:22.279> times<00:09:23.279> and<00:09:23.600> that 00:09:23.750 --> 00:09:23.760 align:start position:0% doctors we know that many times and that 00:09:23.760 --> 00:09:27.590 align:start position:0% doctors we know that many times and that includes<00:09:24.240> me<00:09:24.640> as<00:09:24.760> a<00:09:25.240> patient<00:09:26.240> I<00:09:26.399> may<00:09:26.600> not<00:09:27.120> go<00:09:27.320> to 00:09:27.590 --> 00:09:27.600 align:start position:0% includes me as a patient I may not go to 00:09:27.600 --> 00:09:30.030 align:start position:0% includes me as a patient I may not go to one<00:09:27.760> of<00:09:27.920> the<00:09:28.320> best<00:09:28.680> doctors<00:09:29.399> who's<00:09:29.600> got<00:09:29.760> the 00:09:30.030 --> 00:09:30.040 align:start position:0% one of the best doctors who's got the 00:09:30.040 --> 00:09:32.870 align:start position:0% one of the best doctors who's got the greatest<00:09:30.480> outcomes<00:09:31.000> he's<00:09:31.160> a<00:09:31.360> star<00:09:31.880> doctor 00:09:32.870 --> 00:09:32.880 align:start position:0% greatest outcomes he's a star doctor 00:09:32.880 --> 00:09:35.230 align:start position:0% greatest outcomes he's a star doctor only<00:09:33.200> because<00:09:33.480> I<00:09:33.600> feel<00:09:34.440> he<00:09:34.600> or<00:09:34.720> she<00:09:34.920> doesn't 00:09:35.230 --> 00:09:35.240 align:start position:0% only because I feel he or she doesn't 00:09:35.240 --> 00:09:38.750 align:start position:0% only because I feel he or she doesn't listen<00:09:35.560> to<00:09:36.360> me<00:09:36.760> enough<00:09:37.760> I<00:09:37.880> would<00:09:38.160> rather<00:09:38.440> go<00:09:38.600> to 00:09:38.750 --> 00:09:38.760 align:start position:0% listen to me enough I would rather go to 00:09:38.760 --> 00:09:42.310 align:start position:0% listen to me enough I would rather go to a<00:09:39.240> doctor<00:09:40.240> who<00:09:40.480> engages<00:09:41.000> in<00:09:41.640> conversation 00:09:42.310 --> 00:09:42.320 align:start position:0% a doctor who engages in conversation 00:09:42.320 --> 00:09:45.550 align:start position:0% a doctor who engages in conversation with<00:09:42.519> me<00:09:43.079> who<00:09:43.240> listens<00:09:43.640> to<00:09:43.839> my<00:09:44.160> problems<00:09:45.160> and 00:09:45.550 --> 00:09:45.560 align:start position:0% with me who listens to my problems and 00:09:45.560 --> 00:09:47.910 align:start position:0% with me who listens to my problems and whom<00:09:45.760> I<00:09:45.920> can<00:09:46.120> reach<00:09:46.399> out<00:09:46.880> anytime<00:09:47.440> I<00:09:47.560> want<00:09:47.720> to 00:09:47.910 --> 00:09:47.920 align:start position:0% whom I can reach out anytime I want to 00:09:47.920 --> 00:09:51.269 align:start position:0% whom I can reach out anytime I want to speak<00:09:48.240> to<00:09:49.000> because<00:09:49.399> he's<00:09:49.640> got<00:09:49.880> time<00:09:50.040> to<00:09:50.279> listen 00:09:51.269 --> 00:09:51.279 align:start position:0% speak to because he's got time to listen 00:09:51.279 --> 00:09:55.030 align:start position:0% speak to because he's got time to listen so<00:09:51.519> we<00:09:51.720> all<00:09:51.959> know<00:09:52.880> that<00:09:53.160> if<00:09:53.839> we<00:09:54.120> miss<00:09:54.360> out<00:09:54.760> on 00:09:55.030 --> 00:09:55.040 align:start position:0% so we all know that if we miss out on 00:09:55.040 --> 00:09:58.230 align:start position:0% so we all know that if we miss out on good<00:09:55.320> listening<00:09:56.320> we<00:09:56.519> tend<00:09:56.800> to<00:09:57.040> miss<00:09:57.279> out<00:09:57.920> on 00:09:58.230 --> 00:09:58.240 align:start position:0% good listening we tend to miss out on 00:09:58.240 --> 00:10:00.350 align:start position:0% good listening we tend to miss out on diagnostic<00:09:58.920> accurac 00:10:00.350 --> 00:10:00.360 align:start position:0% diagnostic accurac 00:10:00.360 --> 00:10:03.430 align:start position:0% diagnostic accurac and<00:10:00.519> I<00:10:00.640> can<00:10:01.480> quote<00:10:01.920> a<00:10:02.240> number<00:10:02.519> of<00:10:02.760> examples 00:10:03.430 --> 00:10:03.440 align:start position:0% and I can quote a number of examples 00:10:03.440 --> 00:10:06.470 align:start position:0% and I can quote a number of examples where<00:10:04.240> doctors<00:10:04.640> have<00:10:04.880> made<00:10:05.600> this<00:10:05.920> interaction 00:10:06.470 --> 00:10:06.480 align:start position:0% where doctors have made this interaction 00:10:06.480 --> 00:10:08.350 align:start position:0% where doctors have made this interaction with<00:10:06.640> the<00:10:06.800> patient<00:10:07.240> especially<00:10:07.640> in<00:10:07.760> an<00:10:07.959> OP 00:10:08.350 --> 00:10:08.360 align:start position:0% with the patient especially in an OP 00:10:08.360 --> 00:10:11.389 align:start position:0% with the patient especially in an OP setting<00:10:09.320> very<00:10:09.640> very<00:10:09.920> minimal<00:10:10.920> where<00:10:11.200> the 00:10:11.389 --> 00:10:11.399 align:start position:0% setting very very minimal where the 00:10:11.399 --> 00:10:14.150 align:start position:0% setting very very minimal where the patient's<00:10:12.040> entire<00:10:12.880> story<00:10:13.440> has<00:10:13.640> not<00:10:13.880> been 00:10:14.150 --> 00:10:14.160 align:start position:0% patient's entire story has not been 00:10:14.160 --> 00:10:17.350 align:start position:0% patient's entire story has not been heard<00:10:15.000> so<00:10:15.440> you<00:10:15.640> cannot<00:10:16.120> really 00:10:17.350 --> 00:10:17.360 align:start position:0% heard so you cannot really 00:10:17.360 --> 00:10:21.350 align:start position:0% heard so you cannot really reconcile<00:10:18.360> his<00:10:18.680> health<00:10:19.079> issues<00:10:20.079> into<00:10:21.079> a 00:10:21.350 --> 00:10:21.360 align:start position:0% reconcile his health issues into a 00:10:21.360 --> 00:10:23.030 align:start position:0% reconcile his health issues into a diagnostic 00:10:23.030 --> 00:10:23.040 align:start position:0% diagnostic 00:10:23.040 --> 00:10:25.350 align:start position:0% diagnostic opportunity<00:10:24.040> so<00:10:24.240> there<00:10:24.320> is<00:10:24.440> a<00:10:24.680> missed 00:10:25.350 --> 00:10:25.360 align:start position:0% opportunity so there is a missed 00:10:25.360 --> 00:10:28.870 align:start position:0% opportunity so there is a missed diagnostic<00:10:26.680> opportunity<00:10:27.680> and<00:10:28.160> a<00:10:28.360> missed 00:10:28.870 --> 00:10:28.880 align:start position:0% diagnostic opportunity and a missed 00:10:28.880 --> 00:10:30.389 align:start position:0% diagnostic opportunity and a missed diagnos<00:10:29.320> tic 00:10:30.389 --> 00:10:30.399 align:start position:0% diagnos tic 00:10:30.399 --> 00:10:33.470 align:start position:0% diagnos tic accuracy<00:10:31.399> and<00:10:31.640> that's 00:10:33.470 --> 00:10:33.480 align:start position:0% accuracy and that's 00:10:33.480 --> 00:10:36.629 align:start position:0% accuracy and that's F<00:10:34.480> we<00:10:34.640> know<00:10:34.920> that<00:10:35.200> active<00:10:35.560> listening<00:10:36.160> improves 00:10:36.629 --> 00:10:36.639 align:start position:0% F we know that active listening improves 00:10:36.639 --> 00:10:39.790 align:start position:0% F we know that active listening improves the<00:10:36.800> patients<00:10:37.399> trust<00:10:38.000> and<00:10:38.320> compliance<00:10:38.959> to<00:10:39.320> his 00:10:39.790 --> 00:10:39.800 align:start position:0% the patients trust and compliance to his 00:10:39.800 --> 00:10:42.870 align:start position:0% the patients trust and compliance to his or<00:10:40.000> her<00:10:40.519> treatment<00:10:41.519> many<00:10:41.800> times<00:10:42.079> we<00:10:42.279> come<00:10:42.480> out 00:10:42.870 --> 00:10:42.880 align:start position:0% or her treatment many times we come out 00:10:42.880 --> 00:10:46.550 align:start position:0% or her treatment many times we come out of<00:10:43.800> various<00:10:44.480> settings<00:10:45.480> very<00:10:45.800> confused<00:10:46.320> on 00:10:46.550 --> 00:10:46.560 align:start position:0% of various settings very confused on 00:10:46.560 --> 00:10:48.990 align:start position:0% of various settings very confused on what<00:10:46.720> was<00:10:46.880> told<00:10:47.200> to<00:10:47.440> us<00:10:48.240> and<00:10:48.399> there<00:10:48.519> was<00:10:48.760> no 00:10:48.990 --> 00:10:49.000 align:start position:0% what was told to us and there was no 00:10:49.000 --> 00:10:53.430 align:start position:0% what was told to us and there was no time<00:10:49.240> for<00:10:49.480> us<00:10:49.680> to<00:10:50.200> Reas<00:10:50.839> our<00:10:51.120> question<00:10:52.000> or<00:10:52.440> re 00:10:53.430 --> 00:10:53.440 align:start position:0% time for us to Reas our question or re 00:10:53.440 --> 00:10:57.269 align:start position:0% time for us to Reas our question or re speak<00:10:53.839> about<00:10:54.320> our<00:10:54.760> concerns<00:10:55.760> and<00:10:56.000> then<00:10:57.000> it 00:10:57.269 --> 00:10:57.279 align:start position:0% speak about our concerns and then it 00:10:57.279 --> 00:10:59.430 align:start position:0% speak about our concerns and then it also<00:10:57.680> leads<00:10:58.040> to<00:10:58.240> non-compliance<00:10:59.040> on<00:10:59.360> the 00:10:59.430 --> 00:10:59.440 align:start position:0% also leads to non-compliance on the 00:10:59.440 --> 00:11:00.629 align:start position:0% also leads to non-compliance on the treatment 00:11:00.629 --> 00:11:00.639 align:start position:0% treatment 00:11:00.639 --> 00:11:03.949 align:start position:0% treatment part<00:11:01.639> if<00:11:01.760> you<00:11:02.000> really<00:11:02.360> examine<00:11:03.120> a<00:11:03.320> lot<00:11:03.560> of 00:11:03.949 --> 00:11:03.959 align:start position:0% part if you really examine a lot of 00:11:03.959 --> 00:11:06.590 align:start position:0% part if you really examine a lot of incidents<00:11:04.720> that<00:11:04.880> have<00:11:05.079> led<00:11:05.320> to<00:11:05.519> a<00:11:05.680> potential 00:11:06.590 --> 00:11:06.600 align:start position:0% incidents that have led to a potential 00:11:06.600 --> 00:11:11.949 align:start position:0% incidents that have led to a potential error<00:11:07.600> or<00:11:08.320> a<00:11:08.560> legal<00:11:09.360> issue<00:11:10.360> we<00:11:10.560> notice<00:11:11.560> that 00:11:11.949 --> 00:11:11.959 align:start position:0% error or a legal issue we notice that 00:11:11.959 --> 00:11:14.870 align:start position:0% error or a legal issue we notice that one<00:11:12.160> of<00:11:12.320> the<00:11:12.600> biggest<00:11:13.560> barriers<00:11:14.560> that<00:11:14.720> have 00:11:14.870 --> 00:11:14.880 align:start position:0% one of the biggest barriers that have 00:11:14.880 --> 00:11:18.590 align:start position:0% one of the biggest barriers that have led<00:11:15.160> to<00:11:15.440> this<00:11:15.680> incident<00:11:16.519> has<00:11:17.120> been 00:11:18.590 --> 00:11:18.600 align:start position:0% led to this incident has been 00:11:18.600 --> 00:11:21.389 align:start position:0% led to this incident has been communication<00:11:19.600> and<00:11:19.800> in<00:11:20.200> communication<00:11:21.200> it 00:11:21.389 --> 00:11:21.399 align:start position:0% communication and in communication it 00:11:21.399 --> 00:11:26.110 align:start position:0% communication and in communication it has<00:11:22.000> been<00:11:23.000> derived<00:11:23.680> down<00:11:23.959> to<00:11:24.279> poor<00:11:25.120> listening 00:11:26.110 --> 00:11:26.120 align:start position:0% has been derived down to poor listening 00:11:26.120 --> 00:11:28.829 align:start position:0% has been derived down to poor listening and<00:11:26.279> of<00:11:26.480> course<00:11:27.480> I<00:11:27.639> think<00:11:28.040> the<00:11:28.279> professional 00:11:28.829 --> 00:11:28.839 align:start position:0% and of course I think the professional 00:11:28.839 --> 00:11:31.389 align:start position:0% and of course I think the professional Rel<00:11:29.279> reltionship<00:11:29.600> between<00:11:30.600> a<00:11:30.760> patient<00:11:31.040> and<00:11:31.200> a 00:11:31.389 --> 00:11:31.399 align:start position:0% Rel reltionship between a patient and a 00:11:31.399 --> 00:11:33.990 align:start position:0% Rel reltionship between a patient and a doctor<00:11:31.800> or<00:11:32.000> between<00:11:32.279> a<00:11:32.440> doctor<00:11:32.800> nurse<00:11:33.639> nurse 00:11:33.990 --> 00:11:34.000 align:start position:0% doctor or between a doctor nurse nurse 00:11:34.000 --> 00:11:37.670 align:start position:0% doctor or between a doctor nurse nurse to<00:11:34.519> Patient<00:11:35.760> nurse<00:11:36.760> doctor<00:11:37.160> to<00:11:37.440> other 00:11:37.670 --> 00:11:37.680 align:start position:0% to Patient nurse doctor to other 00:11:37.680 --> 00:11:39.470 align:start position:0% to Patient nurse doctor to other stakeholders<00:11:38.440> in<00:11:38.560> the<00:11:38.760> healthcare 00:11:39.470 --> 00:11:39.480 align:start position:0% stakeholders in the healthcare 00:11:39.480 --> 00:11:42.430 align:start position:0% stakeholders in the healthcare environment<00:11:40.480> definitely<00:11:41.120> improves<00:11:41.720> when<00:11:42.200> we 00:11:42.430 --> 00:11:42.440 align:start position:0% environment definitely improves when we 00:11:42.440 --> 00:11:46.230 align:start position:0% environment definitely improves when we can<00:11:42.720> interact<00:11:43.600> communicate<00:11:44.600> be<00:11:44.920> heard<00:11:45.839> and<00:11:46.079> we 00:11:46.230 --> 00:11:46.240 align:start position:0% can interact communicate be heard and we 00:11:46.240 --> 00:11:49.910 align:start position:0% can interact communicate be heard and we can<00:11:46.480> speak<00:11:46.839> up<00:11:47.160> at<00:11:47.279> the<00:11:47.480> right 00:11:49.910 --> 00:11:49.920 align:start position:0% 00:11:49.920 --> 00:11:51.430 align:start position:0% time 00:11:51.430 --> 00:11:51.440 align:start position:0% time 00:11:51.440 --> 00:11:55.030 align:start position:0% time so<00:11:52.440> doctors<00:11:53.200> sometimes<00:11:53.839> fail<00:11:54.200> to<00:11:54.519> actively 00:11:55.030 --> 00:11:55.040 align:start position:0% so doctors sometimes fail to actively 00:11:55.040 --> 00:11:56.670 align:start position:0% so doctors sometimes fail to actively listen<00:11:55.360> to<00:11:55.600> their 00:11:56.670 --> 00:11:56.680 align:start position:0% listen to their 00:11:56.680 --> 00:11:59.910 align:start position:0% listen to their patients<00:11:57.680> and<00:11:57.880> I<00:11:58.040> think 00:11:59.910 --> 00:11:59.920 align:start position:0% patients and I think 00:11:59.920 --> 00:12:02.990 align:start position:0% patients and I think I<00:12:00.000> will<00:12:00.200> not<00:12:00.399> be<00:12:00.560> taken<00:12:01.040> wrongly<00:12:02.040> but<00:12:02.720> this<00:12:02.839> is 00:12:02.990 --> 00:12:03.000 align:start position:0% I will not be taken wrongly but this is 00:12:03.000 --> 00:12:06.790 align:start position:0% I will not be taken wrongly but this is a<00:12:03.680> problem<00:12:04.560> that<00:12:04.800> the<00:12:04.959> healthcare<00:12:05.720> sector<00:12:06.240> has 00:12:06.790 --> 00:12:06.800 align:start position:0% a problem that the healthcare sector has 00:12:06.800 --> 00:12:08.310 align:start position:0% a problem that the healthcare sector has nurtured 00:12:08.310 --> 00:12:08.320 align:start position:0% nurtured 00:12:08.320 --> 00:12:10.629 align:start position:0% nurtured communication<00:12:09.320> and<00:12:09.600> especially<00:12:10.120> when<00:12:10.519> when 00:12:10.629 --> 00:12:10.639 align:start position:0% communication and especially when when 00:12:10.639 --> 00:12:13.069 align:start position:0% communication and especially when when we<00:12:10.800> talk<00:12:11.000> about<00:12:11.320> communication<00:12:12.320> it<00:12:12.440> is<00:12:12.639> about 00:12:13.069 --> 00:12:13.079 align:start position:0% we talk about communication it is about 00:12:13.079 --> 00:12:16.389 align:start position:0% we talk about communication it is about listen<00:12:14.079> and<00:12:14.199> we<00:12:14.320> know<00:12:14.600> that<00:12:14.760> can<00:12:14.920> lead<00:12:15.240> to<00:12:15.959> as<00:12:16.120> I 00:12:16.389 --> 00:12:16.399 align:start position:0% listen and we know that can lead to as I 00:12:16.399 --> 00:12:20.150 align:start position:0% listen and we know that can lead to as I said<00:12:17.399> inaccuracy<00:12:18.079> in<00:12:18.440> diagnosis<00:12:19.440> failure<00:12:19.920> to 00:12:20.150 --> 00:12:20.160 align:start position:0% said inaccuracy in diagnosis failure to 00:12:20.160 --> 00:12:23.750 align:start position:0% said inaccuracy in diagnosis failure to comply<00:12:20.880> to<00:12:21.560> the<00:12:21.920> treatment<00:12:22.920> it<00:12:23.040> can<00:12:23.360> also 00:12:23.750 --> 00:12:23.760 align:start position:0% comply to the treatment it can also 00:12:23.760 --> 00:12:26.670 align:start position:0% comply to the treatment it can also worse<00:12:24.120> in<00:12:24.399> patients<00:12:25.040> outcomes<00:12:26.040> it<00:12:26.160> can<00:12:26.360> have<00:12:26.480> a 00:12:26.670 --> 00:12:26.680 align:start position:0% worse in patients outcomes it can have a 00:12:26.680 --> 00:12:28.110 align:start position:0% worse in patients outcomes it can have a negative<00:12:27.160> impact<00:12:27.519> on<00:12:27.639> the<00:12:27.800> team 00:12:28.110 --> 00:12:28.120 align:start position:0% negative impact on the team 00:12:28.120 --> 00:12:32.069 align:start position:0% negative impact on the team collaboration<00:12:29.560> we<00:12:29.800> often<00:12:30.120> work<00:12:30.880> with<00:12:31.880> with 00:12:32.069 --> 00:12:32.079 align:start position:0% collaboration we often work with with 00:12:32.079 --> 00:12:34.269 align:start position:0% collaboration we often work with with each<00:12:32.279> other<00:12:32.680> as<00:12:32.800> a<00:12:33.000> good<00:12:33.199> team<00:12:33.560> and<00:12:33.959> keeping 00:12:34.269 --> 00:12:34.279 align:start position:0% each other as a good team and keeping 00:12:34.279 --> 00:12:37.430 align:start position:0% each other as a good team and keeping the<00:12:34.800> patient<00:12:35.079> at<00:12:35.240> the<00:12:35.480> center<00:12:36.480> and<00:12:36.639> many<00:12:36.959> times 00:12:37.430 --> 00:12:37.440 align:start position:0% the patient at the center and many times 00:12:37.440 --> 00:12:39.870 align:start position:0% the patient at the center and many times I've<00:12:37.639> noticed<00:12:38.079> and<00:12:38.320> I<00:12:38.480> I<00:12:38.600> lead<00:12:38.920> the<00:12:39.040> nursing 00:12:39.870 --> 00:12:39.880 align:start position:0% I've noticed and I I lead the nursing 00:12:39.880 --> 00:12:42.350 align:start position:0% I've noticed and I I lead the nursing Workforce<00:12:40.880> and<00:12:41.000> I<00:12:41.040> have<00:12:41.199> no<00:12:41.360> qums<00:12:41.800> in<00:12:41.959> saying 00:12:42.350 --> 00:12:42.360 align:start position:0% Workforce and I have no qums in saying 00:12:42.360 --> 00:12:46.230 align:start position:0% Workforce and I have no qums in saying that<00:12:43.240> we<00:12:43.440> fail<00:12:43.920> to<00:12:44.519> listen<00:12:45.040> to<00:12:45.320> the<00:12:45.480> nurse<00:12:46.040> who 00:12:46.230 --> 00:12:46.240 align:start position:0% that we fail to listen to the nurse who 00:12:46.240 --> 00:12:49.110 align:start position:0% that we fail to listen to the nurse who spends<00:12:47.199> the<00:12:47.480> maximum<00:12:48.160> time<00:12:48.800> at<00:12:48.959> the 00:12:49.110 --> 00:12:49.120 align:start position:0% spends the maximum time at the 00:12:49.120 --> 00:12:51.069 align:start position:0% spends the maximum time at the patients's<00:12:49.720> bedside<00:12:50.240> we<00:12:50.360> don't<00:12:50.600> encourage 00:12:51.069 --> 00:12:51.079 align:start position:0% patients's bedside we don't encourage 00:12:51.079 --> 00:12:53.550 align:start position:0% patients's bedside we don't encourage them<00:12:51.240> to<00:12:51.440> speak<00:12:52.279> and<00:12:52.480> if<00:12:52.639> at<00:12:52.800> all<00:12:52.959> they<00:12:53.160> speak 00:12:53.550 --> 00:12:53.560 align:start position:0% them to speak and if at all they speak 00:12:53.560 --> 00:12:55.870 align:start position:0% them to speak and if at all they speak we<00:12:53.680> don't<00:12:53.920> have<00:12:54.079> enough<00:12:54.320> time<00:12:54.480> to<00:12:54.720> hear 00:12:55.870 --> 00:12:55.880 align:start position:0% we don't have enough time to hear 00:12:55.880 --> 00:12:58.790 align:start position:0% we don't have enough time to hear them<00:12:56.880> many<00:12:57.160> times<00:12:57.519> the<00:12:57.680> nurses<00:12:58.120> do<00:12:58.279> not<00:12:58.480> spend 00:12:58.790 --> 00:12:58.800 align:start position:0% them many times the nurses do not spend 00:12:58.800 --> 00:13:01.670 align:start position:0% them many times the nurses do not spend enough<00:12:59.279> time<00:12:59.639> listening<00:13:00.040> to<00:13:00.240> their<00:13:00.680> patients 00:13:01.670 --> 00:13:01.680 align:start position:0% enough time listening to their patients 00:13:01.680 --> 00:13:05.310 align:start position:0% enough time listening to their patients and<00:13:01.880> what<00:13:02.079> does<00:13:02.519> this<00:13:02.760> lead<00:13:03.480> to<00:13:04.480> it<00:13:04.639> leads<00:13:04.959> to<00:13:05.120> a 00:13:05.310 --> 00:13:05.320 align:start position:0% and what does this lead to it leads to a 00:13:05.320 --> 00:13:06.910 align:start position:0% and what does this lead to it leads to a negative<00:13:05.760> impact 00:13:06.910 --> 00:13:06.920 align:start position:0% negative impact 00:13:06.920 --> 00:13:10.550 align:start position:0% negative impact on<00:13:07.920> each<00:13:08.160> other<00:13:08.880> as<00:13:09.000> a<00:13:09.199> team<00:13:10.000> and<00:13:10.120> we<00:13:10.279> don't 00:13:10.550 --> 00:13:10.560 align:start position:0% on each other as a team and we don't 00:13:10.560 --> 00:13:13.150 align:start position:0% on each other as a team and we don't collaborate<00:13:11.240> enough<00:13:11.920> to<00:13:12.160> drive<00:13:12.760> what<00:13:12.880> we<00:13:13.000> are 00:13:13.150 --> 00:13:13.160 align:start position:0% collaborate enough to drive what we are 00:13:13.160 --> 00:13:15.870 align:start position:0% collaborate enough to drive what we are supposed<00:13:13.480> to<00:13:14.040> drive<00:13:15.040> and<00:13:15.240> this<00:13:15.399> causes 00:13:15.870 --> 00:13:15.880 align:start position:0% supposed to drive and this causes 00:13:15.880 --> 00:13:18.990 align:start position:0% supposed to drive and this causes immense<00:13:16.360> stress<00:13:16.959> not<00:13:17.120> only<00:13:17.360> for<00:13:17.800> patients<00:13:18.800> but 00:13:18.990 --> 00:13:19.000 align:start position:0% immense stress not only for patients but 00:13:19.000 --> 00:13:21.550 align:start position:0% immense stress not only for patients but I<00:13:19.120> feel<00:13:19.360> for<00:13:19.519> the<00:13:19.680> whole<00:13:19.920> team<00:13:20.880> and<00:13:21.079> also<00:13:21.399> to 00:13:21.550 --> 00:13:21.560 align:start position:0% I feel for the whole team and also to 00:13:21.560 --> 00:13:23.829 align:start position:0% I feel for the whole team and also to the<00:13:21.760> Doctor<00:13:22.120> Who's<00:13:22.800> probably<00:13:23.279> not<00:13:23.480> spent 00:13:23.829 --> 00:13:23.839 align:start position:0% the Doctor Who's probably not spent 00:13:23.839 --> 00:13:26.550 align:start position:0% the Doctor Who's probably not spent enough<00:13:24.120> time<00:13:24.600> listening<00:13:25.600> as<00:13:25.720> I<00:13:25.880> mentioned<00:13:26.440> we 00:13:26.550 --> 00:13:26.560 align:start position:0% enough time listening as I mentioned we 00:13:26.560 --> 00:13:28.910 align:start position:0% enough time listening as I mentioned we can<00:13:26.680> have<00:13:26.839> legal<00:13:27.160> and<00:13:27.320> ethical<00:13:27.920> implications 00:13:28.910 --> 00:13:28.920 align:start position:0% can have legal and ethical implications 00:13:28.920 --> 00:13:31.269 align:start position:0% can have legal and ethical implications we<00:13:29.120> we<00:13:29.199> can<00:13:29.320> have<00:13:29.519> erosion<00:13:29.920> of<00:13:30.399> professional 00:13:31.269 --> 00:13:31.279 align:start position:0% we we can have erosion of professional 00:13:31.279 --> 00:13:33.069 align:start position:0% we we can have erosion of professional relationships<00:13:32.279> there's<00:13:32.480> an<00:13:32.639> increased 00:13:33.069 --> 00:13:33.079 align:start position:0% relationships there's an increased 00:13:33.079 --> 00:13:34.790 align:start position:0% relationships there's an increased amount<00:13:33.279> of<00:13:33.440> complaints<00:13:33.880> and<00:13:34.079> grievances<00:13:34.680> we 00:13:34.790 --> 00:13:34.800 align:start position:0% amount of complaints and grievances we 00:13:34.800 --> 00:13:36.829 align:start position:0% amount of complaints and grievances we are<00:13:34.920> noticing<00:13:35.480> this<00:13:36.000> in<00:13:36.160> our<00:13:36.440> customer 00:13:36.829 --> 00:13:36.839 align:start position:0% are noticing this in our customer 00:13:36.839 --> 00:13:40.030 align:start position:0% are noticing this in our customer relationship<00:13:37.560> management<00:13:38.079> feedback<00:13:39.040> systems 00:13:40.030 --> 00:13:40.040 align:start position:0% relationship management feedback systems 00:13:40.040 --> 00:13:43.590 align:start position:0% relationship management feedback systems we<00:13:40.880> many<00:13:41.240> times<00:13:41.880> forget<00:13:42.240> about<00:13:42.600> listening 00:13:43.590 --> 00:13:43.600 align:start position:0% we many times forget about listening 00:13:43.600 --> 00:13:45.430 align:start position:0% we many times forget about listening along<00:13:43.959> with<00:13:44.160> listening<00:13:44.639> we<00:13:44.800> are<00:13:44.920> supposed<00:13:45.279> to 00:13:45.430 --> 00:13:45.440 align:start position:0% along with listening we are supposed to 00:13:45.440 --> 00:13:46.990 align:start position:0% along with listening we are supposed to pick<00:13:45.600> up<00:13:45.760> non-verbal 00:13:46.990 --> 00:13:47.000 align:start position:0% pick up non-verbal 00:13:47.000 --> 00:13:50.110 align:start position:0% pick up non-verbal cues<00:13:48.000> and<00:13:48.160> we<00:13:48.279> miss<00:13:48.480> out<00:13:48.720> on<00:13:48.959> that<00:13:49.800> we<00:13:49.959> have 00:13:50.110 --> 00:13:50.120 align:start position:0% cues and we miss out on that we have 00:13:50.120 --> 00:13:51.710 align:start position:0% cues and we miss out on that we have reduced<00:13:50.639> compliance<00:13:51.240> we<00:13:51.360> have 00:13:51.710 --> 00:13:51.720 align:start position:0% reduced compliance we have 00:13:51.720 --> 00:13:53.990 align:start position:0% reduced compliance we have dissatisfaction<00:13:52.720> and<00:13:52.880> we<00:13:52.959> have<00:13:53.120> misdiagnosis 00:13:53.990 --> 00:13:54.000 align:start position:0% dissatisfaction and we have misdiagnosis 00:13:54.000 --> 00:13:56.670 align:start position:0% dissatisfaction and we have misdiagnosis and<00:13:54.600> treatment 00:13:56.670 --> 00:13:56.680 align:start position:0% and treatment 00:13:56.680 --> 00:14:00.430 align:start position:0% and treatment errors<00:13:57.680> so<00:13:57.880> what<00:13:58.000> are<00:13:58.120> the<00:13:58.279> common<00:13:58.600> barriers 00:14:00.430 --> 00:14:00.440 align:start position:0% errors so what are the common barriers 00:14:00.440 --> 00:14:03.189 align:start position:0% errors so what are the common barriers the<00:14:00.720> most<00:14:01.199> important<00:14:01.759> barrier<00:14:02.360> that<00:14:02.600> leads<00:14:02.959> to 00:14:03.189 --> 00:14:03.199 align:start position:0% the most important barrier that leads to 00:14:03.199 --> 00:14:05.790 align:start position:0% the most important barrier that leads to this<00:14:03.480> problem<00:14:03.839> is<00:14:04.600> we<00:14:04.720> have<00:14:04.880> an<00:14:05.040> overload<00:14:05.519> of 00:14:05.790 --> 00:14:05.800 align:start position:0% this problem is we have an overload of 00:14:05.800 --> 00:14:09.110 align:start position:0% this problem is we have an overload of patients<00:14:06.800> and<00:14:06.959> we<00:14:07.240> have<00:14:07.440> time 00:14:09.110 --> 00:14:09.120 align:start position:0% patients and we have time 00:14:09.120 --> 00:14:11.990 align:start position:0% patients and we have time pressures<00:14:10.120> but<00:14:10.360> then<00:14:10.920> we<00:14:11.040> are<00:14:11.279> here<00:14:11.600> to<00:14:11.759> do 00:14:11.990 --> 00:14:12.000 align:start position:0% pressures but then we are here to do 00:14:12.000 --> 00:14:14.110 align:start position:0% pressures but then we are here to do what<00:14:12.160> we<00:14:12.279> are<00:14:12.440> supposed<00:14:12.759> to<00:14:12.920> do<00:14:13.639> just<00:14:13.880> because 00:14:14.110 --> 00:14:14.120 align:start position:0% what we are supposed to do just because 00:14:14.120 --> 00:14:15.749 align:start position:0% what we are supposed to do just because we<00:14:14.279> have<00:14:14.399> a<00:14:14.519> long<00:14:14.720> list<00:14:14.920> of<00:14:15.160> patients<00:14:15.519> and<00:14:15.639> we 00:14:15.749 --> 00:14:15.759 align:start position:0% we have a long list of patients and we 00:14:15.759 --> 00:14:18.829 align:start position:0% we have a long list of patients and we are<00:14:15.880> precious<00:14:16.240> of<00:14:16.480> time<00:14:17.320> can<00:14:17.480> we<00:14:17.680> miss<00:14:17.920> out<00:14:18.440> on 00:14:18.829 --> 00:14:18.839 align:start position:0% are precious of time can we miss out on 00:14:18.839 --> 00:14:21.870 align:start position:0% are precious of time can we miss out on spending<00:14:19.839> the<00:14:20.040> time<00:14:20.360> that<00:14:20.480> is<00:14:20.720> needed<00:14:21.480> for<00:14:21.720> the 00:14:21.870 --> 00:14:21.880 align:start position:0% spending the time that is needed for the 00:14:21.880 --> 00:14:23.829 align:start position:0% spending the time that is needed for the patient<00:14:22.199> at<00:14:22.320> the<00:14:22.440> bedside<00:14:23.079> especially<00:14:23.519> for<00:14:23.680> a 00:14:23.829 --> 00:14:23.839 align:start position:0% patient at the bedside especially for a 00:14:23.839 --> 00:14:26.990 align:start position:0% patient at the bedside especially for a patient<00:14:24.160> who<00:14:24.279> is<00:14:24.519> paying<00:14:25.399> so<00:14:25.680> much<00:14:26.279> for<00:14:26.480> his 00:14:26.990 --> 00:14:27.000 align:start position:0% patient who is paying so much for his 00:14:27.000 --> 00:14:30.150 align:start position:0% patient who is paying so much for his treatment<00:14:28.000> it's<00:14:28.279> their<00:14:28.560> right<00:14:29.120> it's<00:14:29.320> their 00:14:30.150 --> 00:14:30.160 align:start position:0% treatment it's their right it's their 00:14:30.160 --> 00:14:33.629 align:start position:0% treatment it's their right it's their entitlement<00:14:31.160> we<00:14:31.320> cannot<00:14:32.000> assume<00:14:32.759> to<00:14:32.959> be<00:14:33.279> in<00:14:33.399> a 00:14:33.629 --> 00:14:33.639 align:start position:0% entitlement we cannot assume to be in a 00:14:33.639 --> 00:14:37.710 align:start position:0% entitlement we cannot assume to be in a hurry<00:14:34.440> or<00:14:34.639> in<00:14:34.800> a<00:14:35.000> rush<00:14:35.880> just<00:14:36.160> because<00:14:36.759> we<00:14:37.079> have 00:14:37.710 --> 00:14:37.720 align:start position:0% hurry or in a rush just because we have 00:14:37.720 --> 00:14:41.509 align:start position:0% hurry or in a rush just because we have a<00:14:37.920> roster<00:14:38.399> to<00:14:38.560> keep<00:14:39.040> today<00:14:40.040> so<00:14:40.279> time<00:14:40.560> pressures 00:14:41.509 --> 00:14:41.519 align:start position:0% a roster to keep today so time pressures 00:14:41.519 --> 00:14:43.870 align:start position:0% a roster to keep today so time pressures have<00:14:41.680> been<00:14:41.880> one<00:14:42.000> of<00:14:42.120> the<00:14:42.279> biggest<00:14:42.680> Factor<00:14:43.279> why 00:14:43.870 --> 00:14:43.880 align:start position:0% have been one of the biggest Factor why 00:14:43.880 --> 00:14:46.710 align:start position:0% have been one of the biggest Factor why we<00:14:44.040> lose<00:14:44.279> out<00:14:44.519> on<00:14:44.759> active<00:14:45.480> listening<00:14:46.480> we<00:14:46.639> have 00:14:46.710 --> 00:14:46.720 align:start position:0% we lose out on active listening we have 00:14:46.720 --> 00:14:49.470 align:start position:0% we lose out on active listening we have a<00:14:46.800> lot<00:14:46.959> of<00:14:47.440> distractions<00:14:48.440> you<00:14:48.560> know<00:14:49.000> today's 00:14:49.470 --> 00:14:49.480 align:start position:0% a lot of distractions you know today's 00:14:49.480 --> 00:14:52.670 align:start position:0% a lot of distractions you know today's world<00:14:49.839> is<00:14:50.000> full<00:14:50.199> of<00:14:50.639> distractions<00:14:51.639> and<00:14:51.839> we 00:14:52.670 --> 00:14:52.680 align:start position:0% world is full of distractions and we 00:14:52.680 --> 00:14:55.030 align:start position:0% world is full of distractions and we trying<00:14:53.000> to<00:14:53.199> keep<00:14:53.480> Pace<00:14:54.399> with<00:14:54.600> the 00:14:55.030 --> 00:14:55.040 align:start position:0% trying to keep Pace with the 00:14:55.040 --> 00:14:58.509 align:start position:0% trying to keep Pace with the distractions<00:14:56.040> and<00:14:56.560> the<00:14:57.560> other<00:14:57.920> attractions 00:14:58.509 --> 00:14:58.519 align:start position:0% distractions and the other attractions 00:14:58.519 --> 00:15:00.749 align:start position:0% distractions and the other attractions that<00:14:58.639> we<00:14:58.759> are<00:14:59.040> supposed<00:14:59.360> to<00:14:59.600> have<00:15:00.320> has<00:15:00.519> caught 00:15:00.749 --> 00:15:00.759 align:start position:0% that we are supposed to have has caught 00:15:00.759 --> 00:15:03.430 align:start position:0% that we are supposed to have has caught us<00:15:00.959> in<00:15:01.079> a<00:15:01.279> dilemma<00:15:02.199> and<00:15:02.360> we<00:15:02.480> don't<00:15:02.759> listen 00:15:03.430 --> 00:15:03.440 align:start position:0% us in a dilemma and we don't listen 00:15:03.440 --> 00:15:05.590 align:start position:0% us in a dilemma and we don't listen enough<00:15:04.440> and<00:15:04.600> of<00:15:04.800> course<00:15:05.240> we<00:15:05.399> have 00:15:05.590 --> 00:15:05.600 align:start position:0% enough and of course we have 00:15:05.600 --> 00:15:09.430 align:start position:0% enough and of course we have preconceived<00:15:06.240> notions<00:15:06.839> that<00:15:07.839> we've<00:15:08.240> drawn<00:15:09.240> a 00:15:09.430 --> 00:15:09.440 align:start position:0% preconceived notions that we've drawn a 00:15:09.440 --> 00:15:13.550 align:start position:0% preconceived notions that we've drawn a line<00:15:10.399> of<00:15:10.720> what<00:15:11.399> and<00:15:11.720> how<00:15:12.360> and<00:15:12.560> how<00:15:12.759> much<00:15:13.079> time 00:15:13.550 --> 00:15:13.560 align:start position:0% line of what and how and how much time 00:15:13.560 --> 00:15:17.189 align:start position:0% line of what and how and how much time can<00:15:13.759> we<00:15:14.480> get<00:15:14.680> to<00:15:14.839> hear<00:15:15.120> to<00:15:15.360> people<00:15:16.240> so<00:15:16.560> these 00:15:17.189 --> 00:15:17.199 align:start position:0% can we get to hear to people so these 00:15:17.199 --> 00:15:19.910 align:start position:0% can we get to hear to people so these barriers<00:15:17.720> have<00:15:17.839> to<00:15:17.959> be<00:15:18.199> broken<00:15:19.199> in<00:15:19.360> order<00:15:19.639> to 00:15:19.910 --> 00:15:19.920 align:start position:0% barriers have to be broken in order to 00:15:19.920 --> 00:15:22.790 align:start position:0% barriers have to be broken in order to build<00:15:20.480> that<00:15:20.720> trust<00:15:21.120> and<00:15:21.600> relationship<00:15:22.600> and 00:15:22.790 --> 00:15:22.800 align:start position:0% build that trust and relationship and 00:15:22.800 --> 00:15:26.069 align:start position:0% build that trust and relationship and ensure<00:15:23.440> that<00:15:23.920> we<00:15:24.120> listen<00:15:24.440> to<00:15:24.680> each 00:15:26.069 --> 00:15:26.079 align:start position:0% ensure that we listen to each 00:15:26.079 --> 00:15:28.670 align:start position:0% ensure that we listen to each other<00:15:27.079> so<00:15:27.240> what<00:15:27.360> are<00:15:27.519> the<00:15:27.680> four<00:15:28.040> components<00:15:28.519> of 00:15:28.670 --> 00:15:28.680 align:start position:0% other so what are the four components of 00:15:28.680 --> 00:15:31.470 align:start position:0% other so what are the four components of activ<00:15:29.120> listening<00:15:30.079> I<00:15:30.199> think<00:15:30.360> the<00:15:30.560> most 00:15:31.470 --> 00:15:31.480 align:start position:0% activ listening I think the most 00:15:31.480 --> 00:15:34.189 align:start position:0% activ listening I think the most important<00:15:32.000> component<00:15:32.440> is<00:15:32.839> acceptance<00:15:33.839> we<00:15:33.959> are 00:15:34.189 --> 00:15:34.199 align:start position:0% important component is acceptance we are 00:15:34.199 --> 00:15:38.030 align:start position:0% important component is acceptance we are here<00:15:34.399> to<00:15:34.600> listen<00:15:35.600> our<00:15:36.000> job<00:15:36.279> is<00:15:36.399> to<00:15:36.720> listen<00:15:37.720> we 00:15:38.030 --> 00:15:38.040 align:start position:0% here to listen our job is to listen we 00:15:38.040 --> 00:15:41.470 align:start position:0% here to listen our job is to listen we have<00:15:38.199> to<00:15:38.440> hear<00:15:38.800> the<00:15:39.000> patient<00:15:39.560> out<00:15:40.560> it<00:15:40.839> has<00:15:41.040> to 00:15:41.470 --> 00:15:41.480 align:start position:0% have to hear the patient out it has to 00:15:41.480 --> 00:15:46.430 align:start position:0% have to hear the patient out it has to fundamentally<00:15:42.399> get<00:15:42.639> into<00:15:43.639> our<00:15:44.279> DNA<00:15:45.160> that<00:15:45.759> we 00:15:46.430 --> 00:15:46.440 align:start position:0% fundamentally get into our DNA that we 00:15:46.440 --> 00:15:51.269 align:start position:0% fundamentally get into our DNA that we not<00:15:46.720> here<00:15:46.920> to<00:15:47.199> talk<00:15:48.000> always<00:15:48.959> we<00:15:49.240> here<00:15:49.839> to<00:15:50.279> hear 00:15:51.269 --> 00:15:51.279 align:start position:0% not here to talk always we here to hear 00:15:51.279 --> 00:15:55.150 align:start position:0% not here to talk always we here to hear I'm<00:15:51.800> here<00:15:52.440> to<00:15:52.959> hear<00:15:53.959> that's<00:15:54.279> the<00:15:54.480> statement<00:15:55.040> I 00:15:55.150 --> 00:15:55.160 align:start position:0% I'm here to hear that's the statement I 00:15:55.160 --> 00:15:58.550 align:start position:0% I'm here to hear that's the statement I would<00:15:55.360> like<00:15:55.480> to<00:15:55.600> say<00:15:56.079> here<00:15:57.160> honesty<00:15:58.160> very<00:15:58.399> very 00:15:58.550 --> 00:15:58.560 align:start position:0% would like to say here honesty very very 00:15:58.560 --> 00:16:02.389 align:start position:0% would like to say here honesty very very important<00:15:59.360> that<00:15:59.959> you<00:16:00.240> portray<00:16:01.199> honesty<00:16:01.920> in 00:16:02.389 --> 00:16:02.399 align:start position:0% important that you portray honesty in 00:16:02.399 --> 00:16:04.350 align:start position:0% important that you portray honesty in the<00:16:02.560> communication<00:16:03.240> that<00:16:03.360> you're<00:16:03.560> dealing 00:16:04.350 --> 00:16:04.360 align:start position:0% the communication that you're dealing 00:16:04.360 --> 00:16:08.110 align:start position:0% the communication that you're dealing with<00:16:05.360> it's<00:16:05.600> so<00:16:05.920> important<00:16:06.360> to<00:16:06.600> have<00:16:07.040> kindness 00:16:08.110 --> 00:16:08.120 align:start position:0% with it's so important to have kindness 00:16:08.120 --> 00:16:11.230 align:start position:0% with it's so important to have kindness compassion<00:16:09.120> and<00:16:09.399> empathy<00:16:09.920> when<00:16:10.079> you<00:16:10.240> listen 00:16:11.230 --> 00:16:11.240 align:start position:0% compassion and empathy when you listen 00:16:11.240 --> 00:16:14.230 align:start position:0% compassion and empathy when you listen because<00:16:11.680> everyone's<00:16:12.319> story<00:16:12.680> is 00:16:14.230 --> 00:16:14.240 align:start position:0% because everyone's story is 00:16:14.240 --> 00:16:17.790 align:start position:0% because everyone's story is different<00:16:15.639> clinically<00:16:16.639> we<00:16:16.800> are<00:16:17.040> here<00:16:17.560> as 00:16:17.790 --> 00:16:17.800 align:start position:0% different clinically we are here as 00:16:17.800 --> 00:16:21.430 align:start position:0% different clinically we are here as Supreme<00:16:18.600> to<00:16:18.800> deliver<00:16:19.639> the<00:16:19.800> treatment<00:16:20.440> plan 00:16:21.430 --> 00:16:21.440 align:start position:0% Supreme to deliver the treatment plan 00:16:21.440 --> 00:16:24.110 align:start position:0% Supreme to deliver the treatment plan but<00:16:22.000> if<00:16:22.120> you<00:16:22.360> combine<00:16:22.800> it<00:16:23.480> with<00:16:23.759> what<00:16:23.920> the 00:16:24.110 --> 00:16:24.120 align:start position:0% but if you combine it with what the 00:16:24.120 --> 00:16:26.590 align:start position:0% but if you combine it with what the patient<00:16:24.440> is<00:16:24.680> going<00:16:25.040> through<00:16:25.920> there<00:16:26.079> might<00:16:26.319> be 00:16:26.590 --> 00:16:26.600 align:start position:0% patient is going through there might be 00:16:26.600 --> 00:16:29.150 align:start position:0% patient is going through there might be so<00:16:26.759> many<00:16:27.120> factors<00:16:27.680> involved<00:16:28.480> in<00:16:28.680> how<00:16:28.920> how<00:16:29.040> the 00:16:29.150 --> 00:16:29.160 align:start position:0% so many factors involved in how how the 00:16:29.160 --> 00:16:34.030 align:start position:0% so many factors involved in how how the patient<00:16:29.480> feels<00:16:30.360> today<00:16:31.360> right<00:16:32.279> so<00:16:32.560> empathy<00:16:33.279> is 00:16:34.030 --> 00:16:34.040 align:start position:0% patient feels today right so empathy is 00:16:34.040 --> 00:16:37.829 align:start position:0% patient feels today right so empathy is is<00:16:35.040> crucial<00:16:36.040> and<00:16:36.319> we<00:16:36.560> have<00:16:36.680> to<00:16:36.920> get<00:16:37.079> to<00:16:37.240> the 00:16:37.829 --> 00:16:37.839 align:start position:0% is crucial and we have to get to the 00:16:37.839 --> 00:16:40.910 align:start position:0% is crucial and we have to get to the specifics<00:16:38.839> when<00:16:39.000> we<00:16:39.680> communicate<00:16:40.680> it's 00:16:40.910 --> 00:16:40.920 align:start position:0% specifics when we communicate it's 00:16:40.920 --> 00:16:43.430 align:start position:0% specifics when we communicate it's important<00:16:41.399> to<00:16:41.680> communicate<00:16:42.680> the<00:16:42.920> specific 00:16:43.430 --> 00:16:43.440 align:start position:0% important to communicate the specific 00:16:43.440 --> 00:16:45.990 align:start position:0% important to communicate the specific thing<00:16:43.800> and<00:16:44.120> get<00:16:44.319> an<00:16:44.519> answer<00:16:45.199> and<00:16:45.399> listen<00:16:45.759> to 00:16:45.990 --> 00:16:46.000 align:start position:0% thing and get an answer and listen to 00:16:46.000 --> 00:16:48.629 align:start position:0% thing and get an answer and listen to the<00:16:46.360> person<00:16:47.240> on<00:16:47.519> those<00:16:47.880> specifics<00:16:48.519> when 00:16:48.629 --> 00:16:48.639 align:start position:0% the person on those specifics when 00:16:48.639 --> 00:16:52.189 align:start position:0% the person on those specifics when you're<00:16:48.839> dealing<00:16:49.240> with<00:16:49.600> a<00:16:49.839> particular 00:16:52.189 --> 00:16:52.199 align:start position:0% you're dealing with a particular 00:16:52.199 --> 00:16:55.749 align:start position:0% you're dealing with a particular subject<00:16:53.199> we<00:16:53.319> need<00:16:53.519> to<00:16:53.639> be<00:16:53.800> fully<00:16:54.480> present<00:16:55.480> not 00:16:55.749 --> 00:16:55.759 align:start position:0% subject we need to be fully present not 00:16:55.759 --> 00:16:58.990 align:start position:0% subject we need to be fully present not distracted<00:16:56.680> and<00:16:56.880> many<00:16:57.120> times<00:16:57.399> we<00:16:57.839> listen<00:16:58.920> we 00:16:58.990 --> 00:16:59.000 align:start position:0% distracted and many times we listen we 00:16:59.000 --> 00:17:01.949 align:start position:0% distracted and many times we listen we don't<00:16:59.160> even<00:16:59.360> have<00:16:59.480> an<00:16:59.680> eye<00:16:59.920> contact<00:17:00.920> we<00:17:01.120> listen 00:17:01.949 --> 00:17:01.959 align:start position:0% don't even have an eye contact we listen 00:17:01.959 --> 00:17:04.789 align:start position:0% don't even have an eye contact we listen when<00:17:02.120> you<00:17:02.199> are<00:17:02.360> dealing<00:17:02.759> with<00:17:03.360> a<00:17:03.519> phone<00:17:03.839> call 00:17:04.789 --> 00:17:04.799 align:start position:0% when you are dealing with a phone call 00:17:04.799 --> 00:17:06.669 align:start position:0% when you are dealing with a phone call in<00:17:04.959> the<00:17:05.079> middle<00:17:05.400> of<00:17:05.520> a<00:17:05.679> consult<00:17:06.400> there's<00:17:06.559> a 00:17:06.669 --> 00:17:06.679 align:start position:0% in the middle of a consult there's a 00:17:06.679 --> 00:17:09.710 align:start position:0% in the middle of a consult there's a phone<00:17:07.039> call<00:17:07.799> and<00:17:07.959> we<00:17:08.079> are<00:17:08.319> distracted<00:17:08.880> to<00:17:09.120> that 00:17:09.710 --> 00:17:09.720 align:start position:0% phone call and we are distracted to that 00:17:09.720 --> 00:17:13.309 align:start position:0% phone call and we are distracted to that and<00:17:09.839> we<00:17:10.000> leave<00:17:10.439> the<00:17:10.640> conversation<00:17:11.640> half 00:17:13.309 --> 00:17:13.319 align:start position:0% and we leave the conversation half 00:17:13.319 --> 00:17:15.870 align:start position:0% and we leave the conversation half heard<00:17:14.319> we<00:17:14.439> need<00:17:14.600> to<00:17:14.880> listen<00:17:15.079> to<00:17:15.640> understand 00:17:15.870 --> 00:17:15.880 align:start position:0% heard we need to listen to understand 00:17:15.880 --> 00:17:17.710 align:start position:0% heard we need to listen to understand and<00:17:16.039> not<00:17:16.280> just<00:17:16.400> to<00:17:16.679> respond<00:17:17.120> I<00:17:17.240> said<00:17:17.480> this 00:17:17.710 --> 00:17:17.720 align:start position:0% and not just to respond I said this 00:17:17.720 --> 00:17:21.069 align:start position:0% and not just to respond I said this earlier<00:17:18.720> we<00:17:18.880> need<00:17:19.160> to<00:17:19.439> use<00:17:20.000> non<00:17:20.360> viewable 00:17:21.069 --> 00:17:21.079 align:start position:0% earlier we need to use non viewable 00:17:21.079 --> 00:17:23.870 align:start position:0% earlier we need to use non viewable verbal<00:17:21.559> cues<00:17:22.120> when<00:17:22.280> somebody's<00:17:22.760> talking<00:17:23.760> and 00:17:23.870 --> 00:17:23.880 align:start position:0% verbal cues when somebody's talking and 00:17:23.880 --> 00:17:27.150 align:start position:0% verbal cues when somebody's talking and you<00:17:24.039> just<00:17:24.199> keep<00:17:24.439> looking<00:17:24.720> at<00:17:25.039> them<00:17:26.039> the<00:17:26.199> person 00:17:27.150 --> 00:17:27.160 align:start position:0% you just keep looking at them the person 00:17:27.160 --> 00:17:29.190 align:start position:0% you just keep looking at them the person feels<00:17:28.160> I<00:17:28.240> don't<00:17:28.400> know<00:17:28.559> whether<00:17:28.720> I'm<00:17:29.000> saying 00:17:29.190 --> 00:17:29.200 align:start position:0% feels I don't know whether I'm saying 00:17:29.200 --> 00:17:32.350 align:start position:0% feels I don't know whether I'm saying the<00:17:29.360> right<00:17:29.760> thing<00:17:30.760> am<00:17:30.880> I<00:17:31.039> being<00:17:31.280> heard<00:17:31.960> did<00:17:32.120> I 00:17:32.350 --> 00:17:32.360 align:start position:0% the right thing am I being heard did I 00:17:32.360 --> 00:17:35.710 align:start position:0% the right thing am I being heard did I say<00:17:32.960> something<00:17:33.559> which<00:17:33.720> is<00:17:33.840> not<00:17:34.400> appealing<00:17:35.400> so 00:17:35.710 --> 00:17:35.720 align:start position:0% say something which is not appealing so 00:17:35.720 --> 00:17:40.390 align:start position:0% say something which is not appealing so it's<00:17:36.160> important<00:17:36.559> to<00:17:36.880> acknowledge<00:17:37.760> smile<00:17:38.520> nod 00:17:40.390 --> 00:17:40.400 align:start position:0% it's important to acknowledge smile nod 00:17:40.400 --> 00:17:42.029 align:start position:0% it's important to acknowledge smile nod gesture 00:17:42.029 --> 00:17:42.039 align:start position:0% gesture 00:17:42.039 --> 00:17:44.190 align:start position:0% gesture respond<00:17:43.039> in<00:17:43.320> equal 00:17:44.190 --> 00:17:44.200 align:start position:0% respond in equal 00:17:44.200 --> 00:17:47.070 align:start position:0% respond in equal intervals<00:17:45.200> to<00:17:45.480> what<00:17:45.760> the<00:17:45.960> person<00:17:46.240> is 00:17:47.070 --> 00:17:47.080 align:start position:0% intervals to what the person is 00:17:47.080 --> 00:17:50.710 align:start position:0% intervals to what the person is saying<00:17:48.080> give<00:17:48.240> it<00:17:48.360> a<00:17:48.840> pause<00:17:49.840> summarize<00:17:50.400> and 00:17:50.710 --> 00:17:50.720 align:start position:0% saying give it a pause summarize and 00:17:50.720 --> 00:17:54.510 align:start position:0% saying give it a pause summarize and reflect<00:17:51.440> on<00:17:51.720> what<00:17:51.960> was<00:17:52.679> said<00:17:53.440> process<00:17:53.880> it 00:17:54.510 --> 00:17:54.520 align:start position:0% reflect on what was said process it 00:17:54.520 --> 00:17:57.590 align:start position:0% reflect on what was said process it before<00:17:54.799> you<00:17:55.280> respond<00:17:56.280> and<00:17:56.520> try<00:17:56.919> and<00:17:57.200> avoid 00:17:57.590 --> 00:17:57.600 align:start position:0% before you respond and try and avoid 00:17:57.600 --> 00:17:59.990 align:start position:0% before you respond and try and avoid interrupting<00:17:58.440> may<00:17:58.600> not<00:17:58.960> be<00:17:59.120> possible<00:17:59.600> all<00:17:59.799> the 00:17:59.990 --> 00:18:00.000 align:start position:0% interrupting may not be possible all the 00:18:00.000 --> 00:18:03.909 align:start position:0% interrupting may not be possible all the time<00:18:00.799> but<00:18:01.240> try<00:18:01.559> it<00:18:02.200> as<00:18:02.480> much<00:18:03.000> as<00:18:03.280> possible<00:18:03.640> to 00:18:03.909 --> 00:18:03.919 align:start position:0% time but try it as much as possible to 00:18:03.919 --> 00:18:06.470 align:start position:0% time but try it as much as possible to avoid 00:18:06.470 --> 00:18:06.480 align:start position:0% avoid 00:18:06.480 --> 00:18:08.789 align:start position:0% avoid interruptions<00:18:07.480> like<00:18:07.640> I<00:18:07.840> said<00:18:08.200> we<00:18:08.360> must 00:18:08.789 --> 00:18:08.799 align:start position:0% interruptions like I said we must 00:18:08.799 --> 00:18:10.909 align:start position:0% interruptions like I said we must minimize<00:18:09.480> external<00:18:10.039> distractions 00:18:10.909 --> 00:18:10.919 align:start position:0% minimize external distractions 00:18:10.919 --> 00:18:14.230 align:start position:0% minimize external distractions especially<00:18:11.440> during<00:18:11.880> consults<00:18:12.720> during<00:18:13.240> rounds 00:18:14.230 --> 00:18:14.240 align:start position:0% especially during consults during rounds 00:18:14.240 --> 00:18:17.950 align:start position:0% especially during consults during rounds when<00:18:14.480> people<00:18:15.039> are<00:18:16.039> down<00:18:16.840> want<00:18:17.039> to<00:18:17.280> communicate 00:18:17.950 --> 00:18:17.960 align:start position:0% when people are down want to communicate 00:18:17.960 --> 00:18:20.870 align:start position:0% when people are down want to communicate something<00:18:18.880> or<00:18:19.120> there's<00:18:19.360> something<00:18:19.880> critical 00:18:20.870 --> 00:18:20.880 align:start position:0% something or there's something critical 00:18:20.880 --> 00:18:22.950 align:start position:0% something or there's something critical in<00:18:21.039> terms<00:18:21.320> of<00:18:21.559> information<00:18:22.360> that<00:18:22.480> is<00:18:22.640> coming 00:18:22.950 --> 00:18:22.960 align:start position:0% in terms of information that is coming 00:18:22.960 --> 00:18:26.710 align:start position:0% in terms of information that is coming to<00:18:23.200> you<00:18:24.200> we<00:18:24.400> must<00:18:24.640> face<00:18:24.960> the<00:18:25.320> speaker<00:18:26.320> maintain 00:18:26.710 --> 00:18:26.720 align:start position:0% to you we must face the speaker maintain 00:18:26.720 --> 00:18:29.190 align:start position:0% to you we must face the speaker maintain an<00:18:26.880> eye<00:18:27.159> contact<00:18:28.080> focus<00:18:28.400> on<00:18:28.559> what<00:18:28.840> the<00:18:28.960> person 00:18:29.190 --> 00:18:29.200 align:start position:0% an eye contact focus on what the person 00:18:29.200 --> 00:18:32.230 align:start position:0% an eye contact focus on what the person is<00:18:29.400> speaking<00:18:30.400> be<00:18:30.720> open-minded<00:18:31.440> to<00:18:31.640> listen<00:18:32.000> to 00:18:32.230 --> 00:18:32.240 align:start position:0% is speaking be open-minded to listen to 00:18:32.240 --> 00:18:34.909 align:start position:0% is speaking be open-minded to listen to that<00:18:32.799> conversation<00:18:33.799> be<00:18:34.159> sincerely 00:18:34.909 --> 00:18:34.919 align:start position:0% that conversation be sincerely 00:18:34.919 --> 00:18:37.950 align:start position:0% that conversation be sincerely interested<00:18:35.919> have<00:18:36.360> sympathy<00:18:37.360> assess<00:18:37.799> the 00:18:37.950 --> 00:18:37.960 align:start position:0% interested have sympathy assess the 00:18:37.960 --> 00:18:40.149 align:start position:0% interested have sympathy assess the emotion<00:18:38.360> and<00:18:38.520> not<00:18:38.760> just<00:18:39.000> what<00:18:39.120> the<00:18:39.280> person<00:18:39.559> is 00:18:40.149 --> 00:18:40.159 align:start position:0% emotion and not just what the person is 00:18:40.159 --> 00:18:43.029 align:start position:0% emotion and not just what the person is speaking<00:18:41.159> right<00:18:42.080> I<00:18:42.200> might<00:18:42.400> have<00:18:42.520> had<00:18:42.679> a<00:18:42.799> loss 00:18:43.029 --> 00:18:43.039 align:start position:0% speaking right I might have had a loss 00:18:43.039 --> 00:18:45.590 align:start position:0% speaking right I might have had a loss in<00:18:43.159> my<00:18:43.360> family<00:18:43.760> today<00:18:44.480> but<00:18:44.679> I<00:18:44.840> might<00:18:45.080> look<00:18:45.320> very 00:18:45.590 --> 00:18:45.600 align:start position:0% in my family today but I might look very 00:18:45.600 --> 00:18:49.310 align:start position:0% in my family today but I might look very normal<00:18:46.559> but<00:18:47.280> then<00:18:48.280> there<00:18:48.400> is<00:18:48.520> an<00:18:48.760> emotion<00:18:49.200> that 00:18:49.310 --> 00:18:49.320 align:start position:0% normal but then there is an emotion that 00:18:49.320 --> 00:18:52.110 align:start position:0% normal but then there is an emotion that is<00:18:49.440> running<00:18:49.840> in<00:18:50.039> my<00:18:50.520> in<00:18:50.640> my<00:18:50.919> heart<00:18:51.760> can<00:18:51.919> you 00:18:52.110 --> 00:18:52.120 align:start position:0% is running in my in my heart can you 00:18:52.120 --> 00:18:55.590 align:start position:0% is running in my in my heart can you pick<00:18:52.320> that<00:18:52.520> up<00:18:53.480> during<00:18:53.919> that<00:18:54.440> conversation<00:18:55.440> we 00:18:55.590 --> 00:18:55.600 align:start position:0% pick that up during that conversation we 00:18:55.600 --> 00:18:57.110 align:start position:0% pick that up during that conversation we need<00:18:55.799> to<00:18:56.039> respond 00:18:57.110 --> 00:18:57.120 align:start position:0% need to respond 00:18:57.120 --> 00:18:59.750 align:start position:0% need to respond appropriately<00:18:58.120> we<00:18:58.240> are<00:18:58.400> not<00:18:58.960> more<00:18:59.280> Supreme 00:18:59.750 --> 00:18:59.760 align:start position:0% appropriately we are not more Supreme 00:18:59.760 --> 00:19:02.029 align:start position:0% appropriately we are not more Supreme than<00:18:59.919> the<00:19:00.120> person<00:19:00.919> whom<00:19:01.120> we<00:19:01.240> are 00:19:02.029 --> 00:19:02.039 align:start position:0% than the person whom we are 00:19:02.039 --> 00:19:04.710 align:start position:0% than the person whom we are treating<00:19:03.039> and<00:19:03.360> internal<00:19:04.039> distractions 00:19:04.710 --> 00:19:04.720 align:start position:0% treating and internal distractions 00:19:04.720 --> 00:19:07.549 align:start position:0% treating and internal distractions should<00:19:05.000> also<00:19:05.280> be<00:19:05.480> minimal<00:19:06.440> we<00:19:06.799> all<00:19:07.039> are<00:19:07.320> human 00:19:07.549 --> 00:19:07.559 align:start position:0% should also be minimal we all are human 00:19:07.559 --> 00:19:09.430 align:start position:0% should also be minimal we all are human beings<00:19:07.960> we<00:19:08.120> go<00:19:08.280> through<00:19:08.480> a<00:19:08.640> lot<00:19:08.799> of 00:19:09.430 --> 00:19:09.440 align:start position:0% beings we go through a lot of 00:19:09.440 --> 00:19:12.470 align:start position:0% beings we go through a lot of distractions<00:19:10.440> in<00:19:10.559> our<00:19:10.799> day-to-day<00:19:11.400> life<00:19:12.280> and 00:19:12.470 --> 00:19:12.480 align:start position:0% distractions in our day-to-day life and 00:19:12.480 --> 00:19:16.990 align:start position:0% distractions in our day-to-day life and try<00:19:12.720> to<00:19:13.120> avoid<00:19:13.640> me<00:19:14.080> stories<00:19:14.559> it's<00:19:14.960> always<00:19:16.000> me 00:19:16.990 --> 00:19:17.000 align:start position:0% try to avoid me stories it's always me 00:19:17.000 --> 00:19:20.669 align:start position:0% try to avoid me stories it's always me you<00:19:17.120> know<00:19:17.559> I<00:19:18.520> did<00:19:18.840> this<00:19:19.320> I<00:19:19.480> was<00:19:19.880> like<00:19:20.159> that<00:19:20.559> this 00:19:20.669 --> 00:19:20.679 align:start position:0% you know I did this I was like that this 00:19:20.679 --> 00:19:23.990 align:start position:0% you know I did this I was like that this is<00:19:20.880> what<00:19:21.120> I<00:19:21.400> want<00:19:22.400> please<00:19:22.840> try<00:19:23.120> to<00:19:23.360> hear 00:19:23.990 --> 00:19:24.000 align:start position:0% is what I want please try to hear 00:19:24.000 --> 00:19:27.149 align:start position:0% is what I want please try to hear everybody<00:19:24.559> out<00:19:25.559> don't<00:19:25.799> be<00:19:26.000> scared<00:19:26.280> of<00:19:26.440> Silence 00:19:27.149 --> 00:19:27.159 align:start position:0% everybody out don't be scared of Silence 00:19:27.159 --> 00:19:29.830 align:start position:0% everybody out don't be scared of Silence it's<00:19:27.440> important<00:19:28.240> if<00:19:28.400> someone<00:19:28.799> is<00:19:28.960> Silent<00:19:29.559> not 00:19:29.830 --> 00:19:29.840 align:start position:0% it's important if someone is Silent not 00:19:29.840 --> 00:19:34.149 align:start position:0% it's important if someone is Silent not speaking<00:19:30.280> to<00:19:30.880> qu<00:19:31.880> that<00:19:32.159> person<00:19:32.919> to<00:19:33.159> speak<00:19:34.000> as 00:19:34.149 --> 00:19:34.159 align:start position:0% speaking to qu that person to speak as 00:19:34.159 --> 00:19:36.669 align:start position:0% speaking to qu that person to speak as much<00:19:34.360> as<00:19:34.520> they<00:19:34.720> can<00:19:35.679> we<00:19:35.799> need<00:19:36.000> to<00:19:36.159> take<00:19:36.320> notes 00:19:36.669 --> 00:19:36.679 align:start position:0% much as they can we need to take notes 00:19:36.679 --> 00:19:39.710 align:start position:0% much as they can we need to take notes if<00:19:36.960> possible<00:19:37.880> we<00:19:38.039> can't<00:19:38.280> remember<00:19:38.720> everything 00:19:39.710 --> 00:19:39.720 align:start position:0% if possible we can't remember everything 00:19:39.720 --> 00:19:42.230 align:start position:0% if possible we can't remember everything we<00:19:39.880> deal<00:19:40.159> with<00:19:40.600> number<00:19:40.919> of<00:19:41.120> patients<00:19:41.480> in<00:19:41.600> a<00:19:41.799> day 00:19:42.230 --> 00:19:42.240 align:start position:0% we deal with number of patients in a day 00:19:42.240 --> 00:19:45.110 align:start position:0% we deal with number of patients in a day can<00:19:42.400> we<00:19:42.600> remember<00:19:43.080> everything<00:19:44.000> no<00:19:44.880> if 00:19:45.110 --> 00:19:45.120 align:start position:0% can we remember everything no if 00:19:45.120 --> 00:19:47.669 align:start position:0% can we remember everything no if possible<00:19:45.520> try<00:19:45.720> and<00:19:45.919> take<00:19:46.280> notes<00:19:46.600> of<00:19:46.799> important 00:19:47.669 --> 00:19:47.679 align:start position:0% possible try and take notes of important 00:19:47.679 --> 00:19:50.029 align:start position:0% possible try and take notes of important conversations<00:19:48.679> practice<00:19:49.120> emotional 00:19:50.029 --> 00:19:50.039 align:start position:0% conversations practice emotional 00:19:50.039 --> 00:19:53.470 align:start position:0% conversations practice emotional intelligence<00:19:51.039> and<00:19:51.559> we<00:19:51.720> need<00:19:51.919> to<00:19:52.120> check<00:19:52.840> our 00:19:53.470 --> 00:19:53.480 align:start position:0% intelligence and we need to check our 00:19:53.480 --> 00:19:55.789 align:start position:0% intelligence and we need to check our understanding<00:19:54.240> of<00:19:54.480> what<00:19:54.840> is<00:19:55.039> being<00:19:55.320> heard 00:19:55.789 --> 00:19:55.799 align:start position:0% understanding of what is being heard 00:19:55.799 --> 00:19:58.029 align:start position:0% understanding of what is being heard what<00:19:55.960> is<00:19:56.120> being<00:19:56.400> spoken<00:19:57.280> and<00:19:57.480> what's<00:19:57.760> being 00:19:58.029 --> 00:19:58.039 align:start position:0% what is being spoken and what's being 00:19:58.039 --> 00:20:00.270 align:start position:0% what is being spoken and what's being planned 00:20:00.270 --> 00:20:00.280 align:start position:0% planned 00:20:00.280 --> 00:20:02.430 align:start position:0% planned we<00:20:00.400> need<00:20:00.600> to<00:20:00.919> prioritize<00:20:01.600> the<00:20:01.760> communication 00:20:02.430 --> 00:20:02.440 align:start position:0% we need to prioritize the communication 00:20:02.440 --> 00:20:04.149 align:start position:0% we need to prioritize the communication that<00:20:02.600> we<00:20:02.720> have<00:20:02.880> heard<00:20:03.240> we<00:20:03.400> might<00:20:03.640> hear<00:20:03.880> a<00:20:04.039> lot 00:20:04.149 --> 00:20:04.159 align:start position:0% that we have heard we might hear a lot 00:20:04.159 --> 00:20:06.510 align:start position:0% that we have heard we might hear a lot of<00:20:04.360> things<00:20:05.280> but<00:20:05.480> what's<00:20:05.760> important<00:20:06.240> can<00:20:06.400> we 00:20:06.510 --> 00:20:06.520 align:start position:0% of things but what's important can we 00:20:06.520 --> 00:20:09.310 align:start position:0% of things but what's important can we pick<00:20:06.760> up<00:20:07.000> those<00:20:07.159> one<00:20:07.400> two<00:20:07.679> three<00:20:08.200> points<00:20:09.200> we 00:20:09.310 --> 00:20:09.320 align:start position:0% pick up those one two three points we 00:20:09.320 --> 00:20:11.789 align:start position:0% pick up those one two three points we need<00:20:09.480> to<00:20:09.720> ask<00:20:10.000> some<00:20:10.320> open-ended<00:20:11.159> questions<00:20:11.559> to 00:20:11.789 --> 00:20:11.799 align:start position:0% need to ask some open-ended questions to 00:20:11.799 --> 00:20:14.350 align:start position:0% need to ask some open-ended questions to complete<00:20:12.280> that<00:20:12.919> conversation<00:20:13.919> we<00:20:14.039> need<00:20:14.200> to 00:20:14.350 --> 00:20:14.360 align:start position:0% complete that conversation we need to 00:20:14.360 --> 00:20:16.110 align:start position:0% complete that conversation we need to pause<00:20:14.919> and 00:20:16.110 --> 00:20:16.120 align:start position:0% pause and 00:20:16.120 --> 00:20:18.590 align:start position:0% pause and reflect<00:20:17.120> you<00:20:17.240> know<00:20:17.520> what's<00:20:17.840> the<00:20:18.039> emotion 00:20:18.590 --> 00:20:18.600 align:start position:0% reflect you know what's the emotion 00:20:18.600 --> 00:20:23.430 align:start position:0% reflect you know what's the emotion behind<00:20:19.520> what's<00:20:20.440> going<00:20:20.720> on<00:20:21.520> should<00:20:22.000> should<00:20:22.440> you 00:20:23.430 --> 00:20:23.440 align:start position:0% behind what's going on should should you 00:20:23.440 --> 00:20:25.710 align:start position:0% behind what's going on should should you change<00:20:23.880> your<00:20:24.120> plan<00:20:24.400> of<00:20:24.919> treatment<00:20:25.400> or<00:20:25.559> a 00:20:25.710 --> 00:20:25.720 align:start position:0% change your plan of treatment or a 00:20:25.720 --> 00:20:28.190 align:start position:0% change your plan of treatment or a course<00:20:25.960> of<00:20:26.280> action<00:20:27.280> with<00:20:27.480> the<00:20:27.679> information 00:20:28.190 --> 00:20:28.200 align:start position:0% course of action with the information 00:20:28.200 --> 00:20:32.110 align:start position:0% course of action with the information that<00:20:28.360> you<00:20:28.440> have<00:20:28.960> heard<00:20:29.960> and<00:20:30.520> if<00:20:31.120> possible 00:20:32.110 --> 00:20:32.120 align:start position:0% that you have heard and if possible 00:20:32.120 --> 00:20:34.750 align:start position:0% that you have heard and if possible bring<00:20:32.360> in<00:20:32.880> real<00:20:33.200> life<00:20:33.559> examples<00:20:34.000> or<00:20:34.200> scenarios 00:20:34.750 --> 00:20:34.760 align:start position:0% bring in real life examples or scenarios 00:20:34.760 --> 00:20:37.950 align:start position:0% bring in real life examples or scenarios to<00:20:34.960> complete<00:20:35.400> that 00:20:37.950 --> 00:20:37.960 align:start position:0% 00:20:37.960 --> 00:20:40.710 align:start position:0% communication<00:20:38.960> and<00:20:39.520> the 00:20:40.710 --> 00:20:40.720 align:start position:0% communication and the 00:20:40.720 --> 00:20:43.870 align:start position:0% communication and the benefits<00:20:41.720> Beyond<00:20:42.240> patient<00:20:42.640> care<00:20:43.200> as<00:20:43.320> a<00:20:43.520> doctor 00:20:43.870 --> 00:20:43.880 align:start position:0% benefits Beyond patient care as a doctor 00:20:43.880 --> 00:20:46.789 align:start position:0% benefits Beyond patient care as a doctor as<00:20:44.000> a<00:20:44.120> nurse<00:20:44.840> if<00:20:45.000> I'm<00:20:45.159> a<00:20:45.320> good<00:20:45.640> listener<00:20:46.640> I 00:20:46.789 --> 00:20:46.799 align:start position:0% as a nurse if I'm a good listener I 00:20:46.799 --> 00:20:48.750 align:start position:0% as a nurse if I'm a good listener I think<00:20:47.320> it<00:20:47.400> will<00:20:47.640> reduce<00:20:48.080> my 00:20:48.750 --> 00:20:48.760 align:start position:0% think it will reduce my 00:20:48.760 --> 00:20:51.750 align:start position:0% think it will reduce my burnout<00:20:49.760> we<00:20:49.919> feel<00:20:50.200> stressed<00:20:50.799> because<00:20:51.520> we've 00:20:51.750 --> 00:20:51.760 align:start position:0% burnout we feel stressed because we've 00:20:51.760 --> 00:20:55.190 align:start position:0% burnout we feel stressed because we've really<00:20:52.000> not<00:20:52.159> heard<00:20:52.760> much<00:20:53.760> it<00:20:53.919> will<00:20:54.559> definitely 00:20:55.190 --> 00:20:55.200 align:start position:0% really not heard much it will definitely 00:20:55.200 --> 00:20:56.789 align:start position:0% really not heard much it will definitely improve<00:20:55.760> our<00:20:55.960> team 00:20:56.789 --> 00:20:56.799 align:start position:0% improve our team 00:20:56.799 --> 00:21:00.950 align:start position:0% improve our team collaboration<00:20:57.799> nurses<00:20:58.600> especially<00:20:59.520> I<00:20:59.760> see<00:21:00.600> do 00:21:00.950 --> 00:21:00.960 align:start position:0% collaboration nurses especially I see do 00:21:00.960 --> 00:21:03.990 align:start position:0% collaboration nurses especially I see do well<00:21:01.720> when<00:21:02.080> when<00:21:02.280> they<00:21:02.520> heard<00:21:03.480> you<00:21:03.600> know<00:21:03.760> so 00:21:03.990 --> 00:21:04.000 align:start position:0% well when when they heard you know so 00:21:04.000 --> 00:21:06.590 align:start position:0% well when when they heard you know so they<00:21:04.240> relate<00:21:04.799> to<00:21:05.039> that<00:21:05.280> doctor<00:21:05.679> or<00:21:05.840> to<00:21:06.120> that 00:21:06.590 --> 00:21:06.600 align:start position:0% they relate to that doctor or to that 00:21:06.600 --> 00:21:10.110 align:start position:0% they relate to that doctor or to that treating<00:21:07.120> team<00:21:08.120> better<00:21:09.039> when<00:21:09.600> there<00:21:09.760> is<00:21:09.880> an 00:21:10.110 --> 00:21:10.120 align:start position:0% treating team better when there is an 00:21:10.120 --> 00:21:13.310 align:start position:0% treating team better when there is an opportunity<00:21:10.720> to<00:21:10.919> speak<00:21:11.200> and<00:21:11.360> to<00:21:11.520> be<00:21:11.760> heard<00:21:12.760> and 00:21:13.310 --> 00:21:13.320 align:start position:0% opportunity to speak and to be heard and 00:21:13.320 --> 00:21:14.909 align:start position:0% opportunity to speak and to be heard and it<00:21:13.440> will<00:21:13.679> definitely<00:21:14.240> enhance<00:21:14.720> the 00:21:14.909 --> 00:21:14.919 align:start position:0% it will definitely enhance the 00:21:14.919 --> 00:21:17.630 align:start position:0% it will definitely enhance the professional<00:21:15.880> reputation<00:21:16.480> of<00:21:16.640> the<00:21:16.840> person 00:21:17.630 --> 00:21:17.640 align:start position:0% professional reputation of the person 00:21:17.640 --> 00:21:20.750 align:start position:0% professional reputation of the person who<00:21:17.880> is<00:21:18.120> involved<00:21:18.600> in<00:21:18.720> the<00:21:18.840> treatment 00:21:20.750 --> 00:21:20.760 align:start position:0% who is involved in the treatment 00:21:20.760 --> 00:21:23.750 align:start position:0% who is involved in the treatment plan<00:21:21.760> so<00:21:21.960> I<00:21:22.039> would<00:21:22.200> like<00:21:22.360> to<00:21:22.559> say<00:21:22.799> that<00:21:23.200> active 00:21:23.750 --> 00:21:23.760 align:start position:0% plan so I would like to say that active 00:21:23.760 --> 00:21:26.990 align:start position:0% plan so I would like to say that active listening<00:21:24.400> isn't<00:21:24.840> just<00:21:25.080> a<00:21:25.600> skill<00:21:26.600> it's<00:21:26.760> a 00:21:26.990 --> 00:21:27.000 align:start position:0% listening isn't just a skill it's a 00:21:27.000 --> 00:21:29.830 align:start position:0% listening isn't just a skill it's a habit<00:21:27.720> that<00:21:27.919> transforms<00:21:28.840> Healthcare 00:21:29.830 --> 00:21:29.840 align:start position:0% habit that transforms Healthcare 00:21:29.840 --> 00:21:32.669 align:start position:0% habit that transforms Healthcare interactions<00:21:30.840> and<00:21:31.039> the<00:21:31.200> Art<00:21:31.480> of<00:21:31.679> Healing 00:21:32.669 --> 00:21:32.679 align:start position:0% interactions and the Art of Healing 00:21:32.679 --> 00:21:34.750 align:start position:0% interactions and the Art of Healing Begins<00:21:33.200> With<00:21:33.360> The<00:21:33.480> Art<00:21:33.760> of 00:21:34.750 --> 00:21:34.760 align:start position:0% Begins With The Art of 00:21:34.760 --> 00:21:37.789 align:start position:0% Begins With The Art of listening<00:21:35.760> that's<00:21:36.039> my<00:21:36.720> take<00:21:36.960> today<00:21:37.279> on<00:21:37.480> this 00:21:37.789 --> 00:21:37.799 align:start position:0% listening that's my take today on this 00:21:37.799 --> 00:21:41.950 align:start position:0% listening that's my take today on this wonderful<00:21:38.600> subject<00:21:39.600> and<00:21:39.840> I<00:21:40.279> sincerely<00:21:41.000> hope 00:21:41.950 --> 00:21:41.960 align:start position:0% wonderful subject and I sincerely hope 00:21:41.960 --> 00:21:45.710 align:start position:0% wonderful subject and I sincerely hope and<00:21:42.120> I<00:21:42.320> believe<00:21:43.320> that<00:21:43.600> as<00:21:43.799> healthcare<00:21:44.720> workers 00:21:45.710 --> 00:21:45.720 align:start position:0% and I believe that as healthcare workers 00:21:45.720 --> 00:21:48.190 align:start position:0% and I believe that as healthcare workers while<00:21:45.960> we<00:21:46.080> are<00:21:46.200> in<00:21:46.320> the<00:21:46.480> business<00:21:46.799> of<00:21:47.080> life<00:21:48.000> we 00:21:48.190 --> 00:21:48.200 align:start position:0% while we are in the business of life we 00:21:48.200 --> 00:21:50.990 align:start position:0% while we are in the business of life we also<00:21:48.520> are<00:21:48.679> in<00:21:48.799> the<00:21:48.919> business<00:21:49.240> of<00:21:49.840> emotions<00:21:50.840> and 00:21:50.990 --> 00:21:51.000 align:start position:0% also are in the business of emotions and 00:21:51.000 --> 00:21:53.590 align:start position:0% also are in the business of emotions and in<00:21:51.120> the<00:21:51.279> business<00:21:51.559> of<00:21:51.760> emotions<00:21:52.320> for<00:21:52.600> me 00:21:53.590 --> 00:21:53.600 align:start position:0% in the business of emotions for me 00:21:53.600 --> 00:21:56.190 align:start position:0% in the business of emotions for me listening<00:21:54.039> to<00:21:54.279> someone<00:21:54.919> plays<00:21:55.200> an<00:21:55.400> important 00:21:56.190 --> 00:21:56.200 align:start position:0% listening to someone plays an important 00:21:56.200 --> 00:21:59.669 align:start position:0% listening to someone plays an important role<00:21:57.200> and<00:21:57.400> I<00:21:57.640> today<00:21:58.640> with<00:21:58.880> conviction<00:21:59.440> would 00:21:59.669 --> 00:21:59.679 align:start position:0% role and I today with conviction would 00:21:59.679 --> 00:22:01.350 align:start position:0% role and I today with conviction would say<00:22:00.039> that 00:22:01.350 --> 00:22:01.360 align:start position:0% say that 00:22:01.360 --> 00:22:04.870 align:start position:0% say that I'm<00:22:02.360> a<00:22:02.559> good<00:22:03.080> leader<00:22:04.080> and 00:22:04.870 --> 00:22:04.880 align:start position:0% I'm a good leader and 00:22:04.880 --> 00:22:08.510 align:start position:0% I'm a good leader and I'm<00:22:05.880> told<00:22:06.240> to<00:22:06.400> be<00:22:06.600> a<00:22:06.760> good<00:22:07.039> leader<00:22:08.039> because<00:22:08.279> I 00:22:08.510 --> 00:22:08.520 align:start position:0% I'm told to be a good leader because I 00:22:08.520 --> 00:22:11.230 align:start position:0% I'm told to be a good leader because I create<00:22:08.919> opportunities<00:22:09.720> to<00:22:09.960> listen<00:22:10.840> more<00:22:11.080> than 00:22:11.230 --> 00:22:11.240 align:start position:0% create opportunities to listen more than 00:22:11.240 --> 00:22:15.470 align:start position:0% create opportunities to listen more than I<00:22:11.760> speak<00:22:12.760> and<00:22:12.960> only<00:22:13.240> when<00:22:13.400> I<00:22:13.760> listen<00:22:14.760> I'm<00:22:15.159> able 00:22:15.470 --> 00:22:15.480 align:start position:0% I speak and only when I listen I'm able 00:22:15.480 --> 00:22:19.669 align:start position:0% I speak and only when I listen I'm able to<00:22:15.760> take<00:22:16.760> rational<00:22:17.679> judgment<00:22:18.679> and<00:22:18.880> not<00:22:19.200> be 00:22:19.669 --> 00:22:19.679 align:start position:0% to take rational judgment and not be 00:22:19.679 --> 00:22:24.029 align:start position:0% to take rational judgment and not be impulsive<00:22:20.679> in<00:22:20.960> what<00:22:21.480> I<00:22:21.679> say<00:22:22.600> as<00:22:22.720> a<00:22:22.880> good<00:22:23.039> leader 00:22:24.029 --> 00:22:24.039 align:start position:0% impulsive in what I say as a good leader 00:22:24.039 --> 00:22:25.470 align:start position:0% impulsive in what I say as a good leader I<00:22:24.159> might<00:22:24.400> take<00:22:24.600> hard 00:22:25.470 --> 00:22:25.480 align:start position:0% I might take hard 00:22:25.480 --> 00:22:29.190 align:start position:0% I might take hard decisions<00:22:26.480> I<00:22:26.679> might<00:22:27.240> be<00:22:27.480> firm 00:22:29.190 --> 00:22:29.200 align:start position:0% decisions I might be firm 00:22:29.200 --> 00:22:33.549 align:start position:0% decisions I might be firm but<00:22:30.200> I<00:22:30.360> think<00:22:30.799> I'm<00:22:31.000> known<00:22:31.360> to<00:22:31.600> be<00:22:32.440> empathetic 00:22:33.549 --> 00:22:33.559 align:start position:0% but I think I'm known to be empathetic 00:22:33.559 --> 00:22:37.430 align:start position:0% but I think I'm known to be empathetic sympathetic<00:22:34.559> and<00:22:35.000> Humane<00:22:36.000> in<00:22:36.200> my<00:22:36.559> Approach 00:22:37.430 --> 00:22:37.440 align:start position:0% sympathetic and Humane in my Approach 00:22:37.440 --> 00:22:41.110 align:start position:0% sympathetic and Humane in my Approach because<00:22:38.440> I<00:22:38.600> do<00:22:38.960> create<00:22:39.799> opportunities<00:22:40.799> to<00:22:40.960> be 00:22:41.110 --> 00:22:41.120 align:start position:0% because I do create opportunities to be 00:22:41.120 --> 00:22:44.830 align:start position:0% because I do create opportunities to be a<00:22:41.720> listener<00:22:42.720> on<00:22:42.960> that<00:22:43.159> note<00:22:44.000> I<00:22:44.159> really<00:22:44.520> thank 00:22:44.830 --> 00:22:44.840 align:start position:0% a listener on that note I really thank 00:22:44.840 --> 00:22:47.350 align:start position:0% a listener on that note I really thank each<00:22:45.039> one<00:22:45.240> of<00:22:45.400> you<00:22:46.039> for<00:22:46.279> listening<00:22:46.679> to<00:22:46.919> what<00:22:47.159> I 00:22:47.350 --> 00:22:47.360 align:start position:0% each one of you for listening to what I 00:22:47.360 --> 00:22:51.269 align:start position:0% each one of you for listening to what I had<00:22:47.520> to<00:22:47.679> say<00:22:48.640> and<00:22:48.840> I<00:22:49.039> think<00:22:49.799> if<00:22:49.919> we<00:22:50.279> practice 00:22:51.269 --> 00:22:51.279 align:start position:0% had to say and I think if we practice 00:22:51.279 --> 00:22:52.789 align:start position:0% had to say and I think if we practice active<00:22:51.720> listening 00:22:52.789 --> 00:22:52.799 align:start position:0% active listening 00:22:52.799 --> 00:22:57.390 align:start position:0% active listening mindfully<00:22:53.799> every<00:22:54.159> single<00:22:54.840> day<00:22:55.840> we<00:22:56.159> become<00:22:57.159> the 00:22:57.390 --> 00:22:57.400 align:start position:0% mindfully every single day we become the 00:22:57.400 --> 00:22:59.950 align:start position:0% mindfully every single day we become the doctor<00:22:58.120> or<00:22:58.320> the<00:22:58.640> nurse<00:22:59.159> that<00:22:59.320> would<00:22:59.480> be<00:22:59.679> most 00:22:59.950 --> 00:22:59.960 align:start position:0% doctor or the nurse that would be most 00:22:59.960 --> 00:23:03.149 align:start position:0% doctor or the nurse that would be most sought<00:23:00.640> after<00:23:01.640> thank<00:23:01.799> you<00:23:01.960> so<00:23:02.200> much<00:23:02.840> if<00:23:03.039> there 00:23:03.149 --> 00:23:03.159 align:start position:0% sought after thank you so much if there 00:23:03.159 --> 00:23:05.269 align:start position:0% sought after thank you so much if there are<00:23:03.360> any<00:23:03.640> questions<00:23:04.320> I'm<00:23:04.480> more<00:23:04.640> than<00:23:04.880> happy<00:23:05.080> to 00:23:05.269 --> 00:23:05.279 align:start position:0% are any questions I'm more than happy to 00:23:05.279 --> 00:23:07.830 align:start position:0% are any questions I'm more than happy to take<00:23:05.600> questions<00:23:06.080> today<00:23:06.799> thank<00:23:06.960> you<00:23:07.120> so<00:23:07.320> much 00:23:07.830 --> 00:23:07.840 align:start position:0% take questions today thank you so much 00:23:07.840 --> 00:23:10.149 align:start position:0% take questions today thank you so much Namaste<00:23:08.720> thank<00:23:08.919> you<00:23:09.120> so<00:23:09.360> much<00:23:09.640> ma'am<00:23:09.960> for 00:23:10.149 --> 00:23:10.159 align:start position:0% Namaste thank you so much ma'am for 00:23:10.159 --> 00:23:11.750 align:start position:0% Namaste thank you so much ma'am for taking<00:23:10.400> your<00:23:10.600> time<00:23:10.799> out<00:23:11.080> was<00:23:11.200> and<00:23:11.360> giving<00:23:11.600> such 00:23:11.750 --> 00:23:11.760 align:start position:0% taking your time out was and giving such 00:23:11.760 --> 00:23:14.350 align:start position:0% taking your time out was and giving such a<00:23:11.919> wonderful<00:23:12.320> session<00:23:12.679> today<00:23:13.679> it<00:23:13.799> was<00:23:14.000> really 00:23:14.350 --> 00:23:14.360 align:start position:0% a wonderful session today it was really 00:23:14.360 --> 00:23:17.029 align:start position:0% a wonderful session today it was really an<00:23:14.559> incredible<00:23:15.039> session<00:23:15.480> ma'am<00:23:16.480> uh<00:23:16.600> so<00:23:16.840> ma'am 00:23:17.029 --> 00:23:17.039 align:start position:0% an incredible session ma'am uh so ma'am 00:23:17.039 --> 00:23:18.909 align:start position:0% an incredible session ma'am uh so ma'am if<00:23:17.159> you<00:23:17.279> can<00:23:17.440> summarize<00:23:18.000> the<00:23:18.200> entire<00:23:18.600> session 00:23:18.909 --> 00:23:18.919 align:start position:0% if you can summarize the entire session 00:23:18.919 --> 00:23:21.710 align:start position:0% if you can summarize the entire session from<00:23:19.159> your<00:23:19.320> leadership<00:23:19.919> experience<00:23:20.799> and<00:23:21.360> um 00:23:21.710 --> 00:23:21.720 align:start position:0% from your leadership experience and um 00:23:21.720 --> 00:23:23.789 align:start position:0% from your leadership experience and um can<00:23:21.880> you<00:23:22.279> tell<00:23:22.520> us<00:23:22.880> in<00:23:23.080> three<00:23:23.320> take-home 00:23:23.789 --> 00:23:23.799 align:start position:0% can you tell us in three take-home 00:23:23.799 --> 00:23:25.630 align:start position:0% can you tell us in three take-home messages<00:23:24.279> to<00:23:24.559> all<00:23:24.799> the<00:23:24.919> viewers<00:23:25.279> who<00:23:25.400> will<00:23:25.520> be 00:23:25.630 --> 00:23:25.640 align:start position:0% messages to all the viewers who will be 00:23:25.640 --> 00:23:28.990 align:start position:0% messages to all the viewers who will be listening<00:23:26.000> to<00:23:26.200> this<00:23:26.360> session 00:23:28.990 --> 00:23:29.000 align:start position:0% listening to this session 00:23:29.000 --> 00:23:33.070 align:start position:0% listening to this session see<00:23:29.640> um<00:23:29.919> for<00:23:30.120> me<00:23:30.480> in<00:23:30.720> my<00:23:31.120> leadership<00:23:32.120> role<00:23:32.880> I 00:23:33.070 --> 00:23:33.080 align:start position:0% see um for me in my leadership role I 00:23:33.080 --> 00:23:35.870 align:start position:0% see um for me in my leadership role I believe<00:23:33.760> that<00:23:34.559> it's<00:23:34.799> so<00:23:35.120> important<00:23:35.520> to<00:23:35.679> be 00:23:35.870 --> 00:23:35.880 align:start position:0% believe that it's so important to be 00:23:35.880 --> 00:23:38.990 align:start position:0% believe that it's so important to be clinically<00:23:37.000> competent<00:23:38.000> and<00:23:38.640> that's<00:23:38.799> the 00:23:38.990 --> 00:23:39.000 align:start position:0% clinically competent and that's the 00:23:39.000 --> 00:23:41.870 align:start position:0% clinically competent and that's the first<00:23:39.279> thing<00:23:39.480> and<00:23:39.679> I<00:23:40.120> think<00:23:41.120> that<00:23:41.240> is<00:23:41.440> built 00:23:41.870 --> 00:23:41.880 align:start position:0% first thing and I think that is built 00:23:41.880 --> 00:23:43.590 align:start position:0% first thing and I think that is built from<00:23:42.080> our<00:23:42.279> medical<00:23:42.640> schools<00:23:43.039> our<00:23:43.240> medical 00:23:43.590 --> 00:23:43.600 align:start position:0% from our medical schools our medical 00:23:43.600 --> 00:23:46.549 align:start position:0% from our medical schools our medical education<00:23:44.559> and<00:23:44.960> and<00:23:45.120> the<00:23:45.240> way<00:23:45.360> we<00:23:45.480> are<00:23:45.640> trained 00:23:46.549 --> 00:23:46.559 align:start position:0% education and and the way we are trained 00:23:46.559 --> 00:23:48.630 align:start position:0% education and and the way we are trained and<00:23:46.799> every<00:23:47.080> day<00:23:47.320> we<00:23:47.520> try<00:23:47.720> to<00:23:47.880> build<00:23:48.320> our 00:23:48.630 --> 00:23:48.640 align:start position:0% and every day we try to build our 00:23:48.640 --> 00:23:51.750 align:start position:0% and every day we try to build our competence<00:23:49.120> and<00:23:49.520> skills<00:23:50.520> so<00:23:50.760> go 00:23:51.750 --> 00:23:51.760 align:start position:0% competence and skills so go 00:23:51.760 --> 00:23:54.070 align:start position:0% competence and skills so go on<00:23:52.760> the<00:23:52.960> second<00:23:53.240> thing<00:23:53.440> which<00:23:53.600> is<00:23:53.760> most 00:23:54.070 --> 00:23:54.080 align:start position:0% on the second thing which is most 00:23:54.080 --> 00:23:56.230 align:start position:0% on the second thing which is most important<00:23:54.559> is<00:23:54.679> to<00:23:54.840> be<00:23:55.039> socially 00:23:56.230 --> 00:23:56.240 align:start position:0% important is to be socially 00:23:56.240 --> 00:23:58.630 align:start position:0% important is to be socially sensitive<00:23:57.240> and<00:23:57.440> that<00:23:57.640> social<00:23:58.039> sens 00:23:58.630 --> 00:23:58.640 align:start position:0% sensitive and that social sens 00:23:58.640 --> 00:24:02.230 align:start position:0% sensitive and that social sens sensitiveness<00:23:59.640> is<00:23:59.960> what<00:24:00.279> differentiate<00:24:01.240> you 00:24:02.230 --> 00:24:02.240 align:start position:0% sensitiveness is what differentiate you 00:24:02.240 --> 00:24:05.470 align:start position:0% sensitiveness is what differentiate you or<00:24:02.799> as<00:24:03.080> a<00:24:03.279> good<00:24:03.520> healthcare<00:24:04.000> worker<00:24:04.919> and<00:24:05.080> for 00:24:05.470 --> 00:24:05.480 align:start position:0% or as a good healthcare worker and for 00:24:05.480 --> 00:24:06.510 align:start position:0% or as a good healthcare worker and for social 00:24:06.510 --> 00:24:06.520 align:start position:0% social 00:24:06.520 --> 00:24:08.710 align:start position:0% social sensitiveness<00:24:07.520> I<00:24:07.640> think<00:24:07.840> we<00:24:07.960> need<00:24:08.159> to<00:24:08.320> build 00:24:08.710 --> 00:24:08.720 align:start position:0% sensitiveness I think we need to build 00:24:08.720 --> 00:24:11.750 align:start position:0% sensitiveness I think we need to build Humane<00:24:09.200> traits<00:24:09.880> of<00:24:10.440> communication<00:24:11.440> and<00:24:11.600> out 00:24:11.750 --> 00:24:11.760 align:start position:0% Humane traits of communication and out 00:24:11.760 --> 00:24:13.710 align:start position:0% Humane traits of communication and out of<00:24:11.960> communication<00:24:12.559> I<00:24:12.679> feel<00:24:13.039> listening<00:24:13.440> is<00:24:13.600> the 00:24:13.710 --> 00:24:13.720 align:start position:0% of communication I feel listening is the 00:24:13.720 --> 00:24:14.870 align:start position:0% of communication I feel listening is the most 00:24:14.870 --> 00:24:14.880 align:start position:0% most 00:24:14.880 --> 00:24:17.870 align:start position:0% most important<00:24:15.880> while<00:24:16.080> you<00:24:16.360> learn<00:24:17.000> the<00:24:17.159> art<00:24:17.400> of 00:24:17.870 --> 00:24:17.880 align:start position:0% important while you learn the art of 00:24:17.880 --> 00:24:20.510 align:start position:0% important while you learn the art of speaking<00:24:18.880> the<00:24:19.000> art<00:24:19.240> of<00:24:19.360> Being<00:24:19.840> firm<00:24:20.240> yet 00:24:20.510 --> 00:24:20.520 align:start position:0% speaking the art of Being firm yet 00:24:20.520 --> 00:24:24.269 align:start position:0% speaking the art of Being firm yet polite<00:24:21.200> the<00:24:21.360> art<00:24:21.559> of<00:24:21.679> saying<00:24:22.000> no<00:24:23.000> but<00:24:23.200> I 00:24:24.269 --> 00:24:24.279 align:start position:0% polite the art of saying no but I 00:24:24.279 --> 00:24:28.110 align:start position:0% polite the art of saying no but I feel<00:24:25.279> you<00:24:25.640> have<00:24:25.799> to<00:24:25.960> be<00:24:26.120> a<00:24:26.559> good<00:24:26.960> listener<00:24:27.960> to 00:24:28.110 --> 00:24:28.120 align:start position:0% feel you have to be a good listener to 00:24:28.120 --> 00:24:30.389 align:start position:0% feel you have to be a good listener to be<00:24:28.480> good 00:24:30.389 --> 00:24:30.399 align:start position:0% be good 00:24:30.399 --> 00:24:32.389 align:start position:0% be good leader<00:24:31.399> thank<00:24:31.559> you<00:24:31.720> so<00:24:31.880> much<00:24:32.120> ma'am<00:24:32.279> for 00:24:32.389 --> 00:24:32.399 align:start position:0% leader thank you so much ma'am for 00:24:32.399 --> 00:24:34.350 align:start position:0% leader thank you so much ma'am for sharing<00:24:32.799> those<00:24:33.000> insights<00:24:33.520> with<00:24:33.679> us<00:24:34.039> ma'am<00:24:34.240> we 00:24:34.350 --> 00:24:34.360 align:start position:0% sharing those insights with us ma'am we 00:24:34.360 --> 00:24:35.870 align:start position:0% sharing those insights with us ma'am we have<00:24:34.520> few<00:24:34.720> of<00:24:34.840> the<00:24:35.000> questions<00:24:35.360> we'll<00:24:35.559> go<00:24:35.679> ahead 00:24:35.870 --> 00:24:35.880 align:start position:0% have few of the questions we'll go ahead 00:24:35.880 --> 00:24:39.510 align:start position:0% have few of the questions we'll go ahead with<00:24:36.000> the<00:24:36.120> questions<00:24:37.200> yeah<00:24:38.200> uh<00:24:38.320> so<00:24:38.640> ma'am<00:24:39.120> uh 00:24:39.510 --> 00:24:39.520 align:start position:0% with the questions yeah uh so ma'am uh 00:24:39.520 --> 00:24:41.230 align:start position:0% with the questions yeah uh so ma'am uh first<00:24:39.840> question<00:24:40.279> is<00:24:40.600> like<00:24:40.760> from<00:24:40.960> your 00:24:41.230 --> 00:24:41.240 align:start position:0% first question is like from your 00:24:41.240 --> 00:24:43.190 align:start position:0% first question is like from your experience<00:24:41.720> can<00:24:41.880> you<00:24:42.039> provide<00:24:42.360> an<00:24:42.640> example<00:24:43.080> of 00:24:43.190 --> 00:24:43.200 align:start position:0% experience can you provide an example of 00:24:43.200 --> 00:24:45.269 align:start position:0% experience can you provide an example of a<00:24:43.440> situation<00:24:44.039> where<00:24:44.399> active<00:24:44.720> listening<00:24:45.080> made 00:24:45.269 --> 00:24:45.279 align:start position:0% a situation where active listening made 00:24:45.279 --> 00:24:48.710 align:start position:0% a situation where active listening made a<00:24:45.480> significant<00:24:46.000> difference<00:24:46.320> in<00:24:46.440> a<00:24:46.600> patient 00:24:48.710 --> 00:24:48.720 align:start position:0% a significant difference in a patient 00:24:48.720 --> 00:24:52.510 align:start position:0% a significant difference in a patient care<00:24:49.720> I<00:24:49.840> can<00:24:50.039> quote<00:24:50.559> many<00:24:50.880> many<00:24:51.480> many<00:24:51.799> many 00:24:52.510 --> 00:24:52.520 align:start position:0% care I can quote many many many many 00:24:52.520 --> 00:24:57.590 align:start position:0% care I can quote many many many many examples<00:24:53.520> of<00:24:54.159> uh<00:24:54.679> active<00:24:55.520> listening<00:24:56.520> um<00:24:57.480> let 00:24:57.590 --> 00:24:57.600 align:start position:0% examples of uh active listening um let 00:24:57.600 --> 00:25:01.430 align:start position:0% examples of uh active listening um let me<00:24:57.760> quote<00:24:58.039> this<00:24:58.440> very<00:24:59.279> touching<00:25:00.279> um<00:25:00.679> moment 00:25:01.430 --> 00:25:01.440 align:start position:0% me quote this very touching um moment 00:25:01.440 --> 00:25:04.470 align:start position:0% me quote this very touching um moment which<00:25:01.720> I<00:25:02.360> experienced<00:25:03.360> when<00:25:03.559> I<00:25:03.640> was<00:25:03.799> at<00:25:03.919> the 00:25:04.470 --> 00:25:04.480 align:start position:0% which I experienced when I was at the 00:25:04.480 --> 00:25:07.029 align:start position:0% which I experienced when I was at the bedside<00:25:05.480> when<00:25:05.640> I<00:25:05.760> was<00:25:05.919> very<00:25:06.120> very<00:25:06.360> young<00:25:06.600> and<00:25:06.799> I 00:25:07.029 --> 00:25:07.039 align:start position:0% bedside when I was very very young and I 00:25:07.039 --> 00:25:08.950 align:start position:0% bedside when I was very very young and I think<00:25:07.240> in<00:25:07.360> one<00:25:07.520> of<00:25:07.640> the<00:25:07.760> shows<00:25:08.120> I<00:25:08.240> did<00:25:08.480> mention 00:25:08.950 --> 00:25:08.960 align:start position:0% think in one of the shows I did mention 00:25:08.960 --> 00:25:12.350 align:start position:0% think in one of the shows I did mention this<00:25:09.960> and<00:25:10.080> I<00:25:10.200> would<00:25:10.360> like<00:25:10.520> to<00:25:10.919> bring<00:25:11.320> back<00:25:12.000> uh 00:25:12.350 --> 00:25:12.360 align:start position:0% this and I would like to bring back uh 00:25:12.360 --> 00:25:14.070 align:start position:0% this and I would like to bring back uh because<00:25:12.640> I<00:25:12.799> say 00:25:14.070 --> 00:25:14.080 align:start position:0% because I say 00:25:14.080 --> 00:25:16.870 align:start position:0% because I say hearing<00:25:15.080> is<00:25:15.279> one<00:25:15.399> of<00:25:15.520> the<00:25:15.679> last<00:25:16.000> senses<00:25:16.480> to<00:25:16.679> go 00:25:16.870 --> 00:25:16.880 align:start position:0% hearing is one of the last senses to go 00:25:16.880 --> 00:25:20.590 align:start position:0% hearing is one of the last senses to go away<00:25:17.159> from<00:25:17.320> a<00:25:17.720> from<00:25:17.880> a<00:25:18.039> human<00:25:18.360> being<00:25:19.480> right<00:25:20.480> I 00:25:20.590 --> 00:25:20.600 align:start position:0% away from a from a human being right I 00:25:20.600 --> 00:25:23.269 align:start position:0% away from a from a human being right I had<00:25:20.840> this<00:25:21.039> very<00:25:21.279> young<00:25:21.840> soldier<00:25:22.640> who<00:25:22.919> was<00:25:23.080> in 00:25:23.269 --> 00:25:23.279 align:start position:0% had this very young soldier who was in 00:25:23.279 --> 00:25:27.590 align:start position:0% had this very young soldier who was in deep<00:25:23.600> coma<00:25:24.399> when<00:25:24.520> I<00:25:24.679> was<00:25:24.840> very<00:25:25.320> young<00:25:26.440> and<00:25:27.440> I 00:25:27.590 --> 00:25:27.600 align:start position:0% deep coma when I was very young and I 00:25:27.600 --> 00:25:28.950 align:start position:0% deep coma when I was very young and I would 00:25:28.950 --> 00:25:28.960 align:start position:0% would 00:25:28.960 --> 00:25:32.950 align:start position:0% would Uh<00:25:29.960> u<00:25:30.360> i<00:25:30.480> was<00:25:30.840> assigned<00:25:31.240> to<00:25:31.440> this<00:25:31.760> patient<00:25:32.760> for 00:25:32.950 --> 00:25:32.960 align:start position:0% Uh u i was assigned to this patient for 00:25:32.960 --> 00:25:36.990 align:start position:0% Uh u i was assigned to this patient for many<00:25:33.200> many<00:25:33.679> days<00:25:34.880> and<00:25:35.880> my<00:25:36.039> teachers<00:25:36.480> taught<00:25:36.720> me 00:25:36.990 --> 00:25:37.000 align:start position:0% many many days and my teachers taught me 00:25:37.000 --> 00:25:38.990 align:start position:0% many many days and my teachers taught me that<00:25:37.480> you<00:25:37.600> know<00:25:37.799> even<00:25:38.000> if<00:25:38.159> people<00:25:38.399> are<00:25:38.559> in<00:25:38.720> deep 00:25:38.990 --> 00:25:39.000 align:start position:0% that you know even if people are in deep 00:25:39.000 --> 00:25:40.830 align:start position:0% that you know even if people are in deep coma<00:25:39.320> they<00:25:39.440> can<00:25:39.559> listen<00:25:39.840> to 00:25:40.830 --> 00:25:40.840 align:start position:0% coma they can listen to 00:25:40.840 --> 00:25:44.750 align:start position:0% coma they can listen to you<00:25:41.919> so<00:25:42.919> every<00:25:43.200> time<00:25:43.520> I<00:25:43.640> would<00:25:44.039> I<00:25:44.120> would<00:25:44.360> go<00:25:44.559> up 00:25:44.750 --> 00:25:44.760 align:start position:0% you so every time I would I would go up 00:25:44.760 --> 00:25:47.110 align:start position:0% you so every time I would I would go up to<00:25:45.039> him<00:25:45.880> uh<00:25:46.080> my<00:25:46.240> heart<00:25:46.399> used<00:25:46.640> to<00:25:46.760> cringe 00:25:47.110 --> 00:25:47.120 align:start position:0% to him uh my heart used to cringe 00:25:47.120 --> 00:25:49.389 align:start position:0% to him uh my heart used to cringe because<00:25:47.320> a<00:25:47.480> very<00:25:47.679> young<00:25:48.000> man<00:25:49.000> probably<00:25:49.279> a 00:25:49.389 --> 00:25:49.399 align:start position:0% because a very young man probably a 00:25:49.399 --> 00:25:51.990 align:start position:0% because a very young man probably a little<00:25:49.720> older<00:25:50.080> than<00:25:50.279> me<00:25:51.080> and<00:25:51.240> in<00:25:51.440> that<00:25:51.640> state 00:25:51.990 --> 00:25:52.000 align:start position:0% little older than me and in that state 00:25:52.000 --> 00:25:54.789 align:start position:0% little older than me and in that state because<00:25:52.840> he's<00:25:53.279> he's<00:25:53.480> fought<00:25:53.720> his<00:25:53.919> life<00:25:54.120> for<00:25:54.320> us 00:25:54.789 --> 00:25:54.799 align:start position:0% because he's he's fought his life for us 00:25:54.799 --> 00:25:57.389 align:start position:0% because he's he's fought his life for us as<00:25:54.919> a<00:25:55.360> soldier<00:25:56.360> and<00:25:56.520> every<00:25:56.760> time<00:25:56.880> I<00:25:57.000> dealt<00:25:57.279> with 00:25:57.389 --> 00:25:57.399 align:start position:0% as a soldier and every time I dealt with 00:25:57.399 --> 00:25:59.070 align:start position:0% as a soldier and every time I dealt with him<00:25:57.559> I<00:25:57.640> would<00:25:57.760> speak<00:25:58.000> to<00:25:58.120> him<00:25:58.559> I<00:25:58.640> would<00:25:58.840> speak 00:25:59.070 --> 00:25:59.080 align:start position:0% him I would speak to him I would speak 00:25:59.080 --> 00:26:02.590 align:start position:0% him I would speak to him I would speak to<00:25:59.279> him<00:26:00.080> you<00:26:00.279> know<00:26:01.279> uh<00:26:01.480> he<00:26:01.600> wouldn't<00:26:02.000> respond 00:26:02.590 --> 00:26:02.600 align:start position:0% to him you know uh he wouldn't respond 00:26:02.600 --> 00:26:05.149 align:start position:0% to him you know uh he wouldn't respond but<00:26:02.760> I<00:26:02.840> would<00:26:03.080> speak<00:26:03.320> to<00:26:03.520> him<00:26:04.520> I<00:26:04.600> would<00:26:04.799> ask<00:26:05.000> him 00:26:05.149 --> 00:26:05.159 align:start position:0% but I would speak to him I would ask him 00:26:05.159 --> 00:26:06.510 align:start position:0% but I would speak to him I would ask him how<00:26:05.320> are<00:26:05.399> you<00:26:05.480> feeling<00:26:05.799> today<00:26:06.120> I<00:26:06.200> think<00:26:06.360> you're 00:26:06.510 --> 00:26:06.520 align:start position:0% how are you feeling today I think you're 00:26:06.520 --> 00:26:08.830 align:start position:0% how are you feeling today I think you're looking<00:26:06.799> better<00:26:07.080> today<00:26:07.480> you<00:26:07.640> look<00:26:07.840> so<00:26:08.039> smart 00:26:08.830 --> 00:26:08.840 align:start position:0% looking better today you look so smart 00:26:08.840 --> 00:26:10.269 align:start position:0% looking better today you look so smart you<00:26:08.960> know<00:26:09.159> we're<00:26:09.320> doing<00:26:09.600> this<00:26:09.720> for<00:26:09.919> you<00:26:10.120> we're 00:26:10.269 --> 00:26:10.279 align:start position:0% you know we're doing this for you we're 00:26:10.279 --> 00:26:12.470 align:start position:0% you know we're doing this for you we're doing<00:26:10.559> that<00:26:10.720> for<00:26:10.919> you<00:26:11.640> all<00:26:11.840> that<00:26:12.039> happened<00:26:12.320> and 00:26:12.470 --> 00:26:12.480 align:start position:0% doing that for you all that happened and 00:26:12.480 --> 00:26:14.950 align:start position:0% doing that for you all that happened and many<00:26:12.679> many<00:26:12.919> months<00:26:13.320> later<00:26:13.919> I<00:26:14.279> wasn't<00:26:14.520> even<00:26:14.760> in 00:26:14.950 --> 00:26:14.960 align:start position:0% many many months later I wasn't even in 00:26:14.960 --> 00:26:18.149 align:start position:0% many many months later I wasn't even in that<00:26:15.640> Ward<00:26:15.960> I<00:26:16.080> was<00:26:16.240> shifted<00:26:16.880> somewhere<00:26:17.880> and<00:26:18.000> I 00:26:18.149 --> 00:26:18.159 align:start position:0% that Ward I was shifted somewhere and I 00:26:18.159 --> 00:26:20.909 align:start position:0% that Ward I was shifted somewhere and I just<00:26:18.360> walked<00:26:18.760> past<00:26:19.399> in<00:26:19.520> one<00:26:19.679> of<00:26:19.799> the<00:26:19.960> wards<00:26:20.399> and 00:26:20.909 --> 00:26:20.919 align:start position:0% just walked past in one of the wards and 00:26:20.919 --> 00:26:23.269 align:start position:0% just walked past in one of the wards and I<00:26:21.279> I<00:26:21.399> was<00:26:21.720> talking<00:26:22.000> to<00:26:22.279> somebody<00:26:22.600> and<00:26:22.799> this<00:26:22.960> man 00:26:23.269 --> 00:26:23.279 align:start position:0% I I was talking to somebody and this man 00:26:23.279 --> 00:26:27.230 align:start position:0% I I was talking to somebody and this man just<00:26:23.440> sat<00:26:23.720> up<00:26:24.120> bridged<00:26:24.679> up<00:26:25.679> and<00:26:26.080> he's<00:26:26.799> in<00:26:27.000> his 00:26:27.230 --> 00:26:27.240 align:start position:0% just sat up bridged up and he's in his 00:26:27.240 --> 00:26:31.990 align:start position:0% just sat up bridged up and he's in his typical<00:26:28.600> way<00:26:28.880> saluted<00:26:29.399> me<00:26:29.840> and<00:26:30.039> then<00:26:30.919> he<00:26:31.880> he 00:26:31.990 --> 00:26:32.000 align:start position:0% typical way saluted me and then he he 00:26:32.000 --> 00:26:35.190 align:start position:0% typical way saluted me and then he he said<00:26:32.320> you<00:26:32.480> looked<00:26:32.760> after<00:26:33.159> me<00:26:34.159> uh<00:26:34.360> when<00:26:34.919> when<00:26:35.080> I 00:26:35.190 --> 00:26:35.200 align:start position:0% said you looked after me uh when when I 00:26:35.200 --> 00:26:37.669 align:start position:0% said you looked after me uh when when I was<00:26:35.559> in<00:26:35.720> the<00:26:35.880> ICU<00:26:36.600> I<00:26:36.720> said<00:26:36.960> I<00:26:37.039> don't<00:26:37.279> remember 00:26:37.669 --> 00:26:37.679 align:start position:0% was in the ICU I said I don't remember 00:26:37.679 --> 00:26:40.630 align:start position:0% was in the ICU I said I don't remember you<00:26:38.520> uh<00:26:38.679> because<00:26:38.919> that<00:26:39.039> was<00:26:39.200> some<00:26:39.440> time<00:26:39.679> ago 00:26:40.630 --> 00:26:40.640 align:start position:0% you uh because that was some time ago 00:26:40.640 --> 00:26:43.430 align:start position:0% you uh because that was some time ago and<00:26:40.760> he<00:26:40.919> spoke<00:26:41.399> many<00:26:41.720> things<00:26:42.000> which<00:26:42.159> I 00:26:43.430 --> 00:26:43.440 align:start position:0% and he spoke many things which I 00:26:43.440 --> 00:26:46.310 align:start position:0% and he spoke many things which I spoke<00:26:44.440> when<00:26:44.600> he<00:26:44.760> was<00:26:44.880> in<00:26:45.039> deep<00:26:45.320> coma<00:26:45.720> can<00:26:45.840> you 00:26:46.310 --> 00:26:46.320 align:start position:0% spoke when he was in deep coma can you 00:26:46.320 --> 00:26:50.870 align:start position:0% spoke when he was in deep coma can you imagine<00:26:47.320> I<00:26:47.440> was<00:26:47.720> so<00:26:48.320> moved<00:26:49.320> and<00:26:49.960> he<00:26:50.480> he<00:26:50.640> could 00:26:50.870 --> 00:26:50.880 align:start position:0% imagine I was so moved and he he could 00:26:50.880 --> 00:26:54.070 align:start position:0% imagine I was so moved and he he could recognize<00:26:51.399> my<00:26:51.799> voice<00:26:52.799> and<00:26:52.960> he<00:26:53.080> spoke<00:26:53.399> to<00:26:53.520> me 00:26:54.070 --> 00:26:54.080 align:start position:0% recognize my voice and he spoke to me 00:26:54.080 --> 00:26:57.310 align:start position:0% recognize my voice and he spoke to me from<00:26:54.399> then<00:26:55.320> I<00:26:55.679> I<00:26:55.880> felt<00:26:56.520> to<00:26:56.679> be<00:26:56.880> a<00:26:57.039> good 00:26:57.310 --> 00:26:57.320 align:start position:0% from then I I felt to be a good 00:26:57.320 --> 00:26:59.190 align:start position:0% from then I I felt to be a good professional<00:26:57.880> one 00:26:59.190 --> 00:26:59.200 align:start position:0% professional one 00:26:59.200 --> 00:27:02.230 align:start position:0% professional one you<00:26:59.399> need<00:26:59.760> to<00:27:00.080> speak<00:27:00.520> well<00:27:01.279> because<00:27:01.760> everybody 00:27:02.230 --> 00:27:02.240 align:start position:0% you need to speak well because everybody 00:27:02.240 --> 00:27:06.190 align:start position:0% you need to speak well because everybody can<00:27:02.480> hear<00:27:02.760> you<00:27:03.640> number<00:27:04.120> two<00:27:05.120> you<00:27:05.360> need<00:27:05.640> to<00:27:05.840> be 00:27:06.190 --> 00:27:06.200 align:start position:0% can hear you number two you need to be 00:27:06.200 --> 00:27:10.110 align:start position:0% can hear you number two you need to be an<00:27:06.399> active<00:27:07.200> listener<00:27:08.200> to<00:27:09.039> ensure<00:27:09.600> that<00:27:09.880> your 00:27:10.110 --> 00:27:10.120 align:start position:0% an active listener to ensure that your 00:27:10.120 --> 00:27:13.430 align:start position:0% an active listener to ensure that your treatment<00:27:10.799> plans<00:27:11.799> go<00:27:12.320> in<00:27:12.600> compliance<00:27:13.200> with 00:27:13.430 --> 00:27:13.440 align:start position:0% treatment plans go in compliance with 00:27:13.440 --> 00:27:16.070 align:start position:0% treatment plans go in compliance with what's<00:27:13.679> being<00:27:13.919> planned<00:27:14.840> so<00:27:15.080> this<00:27:15.200> is<00:27:15.320> a<00:27:15.480> moving 00:27:16.070 --> 00:27:16.080 align:start position:0% what's being planned so this is a moving 00:27:16.080 --> 00:27:18.909 align:start position:0% what's being planned so this is a moving situation<00:27:16.640> for<00:27:16.840> me<00:27:17.600> and<00:27:17.880> active<00:27:18.200> listening<00:27:18.760> I 00:27:18.909 --> 00:27:18.919 align:start position:0% situation for me and active listening I 00:27:18.919 --> 00:27:21.389 align:start position:0% situation for me and active listening I I<00:27:19.039> see<00:27:19.320> every<00:27:19.600> day<00:27:20.080> somebody<00:27:20.480> walks<00:27:20.799> into<00:27:21.120> a 00:27:21.389 --> 00:27:21.399 align:start position:0% I see every day somebody walks into a 00:27:21.399 --> 00:27:23.830 align:start position:0% I see every day somebody walks into a patient<00:27:22.399> patient<00:27:22.720> has<00:27:22.919> something<00:27:23.240> to<00:27:23.399> say<00:27:23.679> but 00:27:23.830 --> 00:27:23.840 align:start position:0% patient patient has something to say but 00:27:23.840 --> 00:27:26.789 align:start position:0% patient patient has something to say but we<00:27:24.000> don't<00:27:24.480> create<00:27:24.840> that<00:27:25.399> opportunity<00:27:26.399> and<00:27:26.679> and 00:27:26.789 --> 00:27:26.799 align:start position:0% we don't create that opportunity and and 00:27:26.799 --> 00:27:29.310 align:start position:0% we don't create that opportunity and and you<00:27:27.000> really<00:27:27.279> miss<00:27:27.520> out<00:27:27.880> on<00:27:28.279> on<00:27:28.480> many<00:27:28.760> many<00:27:29.080> such 00:27:29.310 --> 00:27:29.320 align:start position:0% you really miss out on on many many such 00:27:29.320 --> 00:27:31.110 align:start position:0% you really miss out on on many many such things<00:27:29.600> around<00:27:29.919> you<00:27:30.440> so<00:27:30.640> there<00:27:30.720> are<00:27:30.840> many 00:27:31.110 --> 00:27:31.120 align:start position:0% things around you so there are many 00:27:31.120 --> 00:27:34.909 align:start position:0% things around you so there are many specifics<00:27:31.720> that<00:27:31.880> we<00:27:32.000> can<00:27:32.240> get 00:27:34.909 --> 00:27:34.919 align:start position:0% 00:27:34.919 --> 00:27:37.470 align:start position:0% into<00:27:35.919> that's<00:27:36.159> really<00:27:36.440> a<00:27:36.600> wonderful<00:27:37.039> situation 00:27:37.470 --> 00:27:37.480 align:start position:0% into that's really a wonderful situation 00:27:37.480 --> 00:27:39.230 align:start position:0% into that's really a wonderful situation you<00:27:37.640> have<00:27:37.760> shared<00:27:38.080> with<00:27:38.240> us<00:27:38.520> M<00:27:38.799> thank<00:27:38.960> you<00:27:39.080> for 00:27:39.230 --> 00:27:39.240 align:start position:0% you have shared with us M thank you for 00:27:39.240 --> 00:27:42.149 align:start position:0% you have shared with us M thank you for sharing<00:27:40.080> that<00:27:41.080> um<00:27:41.200> so<00:27:41.399> M<00:27:41.559> we'll<00:27:41.720> further<00:27:41.960> move 00:27:42.149 --> 00:27:42.159 align:start position:0% sharing that um so M we'll further move 00:27:42.159 --> 00:27:45.909 align:start position:0% sharing that um so M we'll further move on<00:27:42.279> to<00:27:42.399> the<00:27:42.600> next<00:27:43.360> question<00:27:44.360> uh<00:27:44.640> from<00:27:44.840> your<00:27:45.480> uh 00:27:45.909 --> 00:27:45.919 align:start position:0% on to the next question uh from your uh 00:27:45.919 --> 00:27:48.509 align:start position:0% on to the next question uh from your uh expertise<00:27:46.919> uh<00:27:47.279> can<00:27:47.399> you<00:27:47.559> tell<00:27:47.720> us<00:27:47.919> like<00:27:48.120> how<00:27:48.320> a 00:27:48.509 --> 00:27:48.519 align:start position:0% expertise uh can you tell us like how a 00:27:48.519 --> 00:27:50.430 align:start position:0% expertise uh can you tell us like how a healthcare<00:27:49.000> provider<00:27:49.480> should<00:27:49.799> respond<00:27:50.320> when 00:27:50.430 --> 00:27:50.440 align:start position:0% healthcare provider should respond when 00:27:50.440 --> 00:27:53.070 align:start position:0% healthcare provider should respond when a<00:27:50.640> patient<00:27:51.039> expresses<00:27:51.600> any<00:27:51.880> concerns<00:27:52.440> or<00:27:52.640> fear 00:27:53.070 --> 00:27:53.080 align:start position:0% a patient expresses any concerns or fear 00:27:53.080 --> 00:27:55.230 align:start position:0% a patient expresses any concerns or fear about<00:27:53.399> their 00:27:55.230 --> 00:27:55.240 align:start position:0% about their 00:27:55.240 --> 00:27:57.750 align:start position:0% about their treatment<00:27:56.240> well<00:27:56.399> I<00:27:56.559> think<00:27:56.840> everybody<00:27:57.399> who<00:27:57.559> is 00:27:57.750 --> 00:27:57.760 align:start position:0% treatment well I think everybody who is 00:27:57.760 --> 00:28:01.750 align:start position:0% treatment well I think everybody who is Hospital<00:27:58.440> ized<00:27:59.000> under<00:27:59.360> goes<00:27:59.720> a<00:27:59.919> sense<00:28:00.279> of<00:28:01.000> fear 00:28:01.750 --> 00:28:01.760 align:start position:0% Hospital ized under goes a sense of fear 00:28:01.760 --> 00:28:04.789 align:start position:0% Hospital ized under goes a sense of fear and<00:28:01.919> an<00:28:02.120> impending<00:28:03.039> doom<00:28:04.039> and<00:28:04.200> more<00:28:04.440> than<00:28:04.600> the 00:28:04.789 --> 00:28:04.799 align:start position:0% and an impending doom and more than the 00:28:04.799 --> 00:28:07.110 align:start position:0% and an impending doom and more than the patient<00:28:05.279> I<00:28:05.399> think<00:28:05.600> it's<00:28:05.840> even<00:28:06.440> his<00:28:06.679> entire 00:28:07.110 --> 00:28:07.120 align:start position:0% patient I think it's even his entire 00:28:07.120 --> 00:28:09.750 align:start position:0% patient I think it's even his entire family<00:28:07.440> is<00:28:07.960> affected 00:28:09.750 --> 00:28:09.760 align:start position:0% family is affected 00:28:09.760 --> 00:28:13.190 align:start position:0% family is affected with<00:28:10.760> say<00:28:11.360> say<00:28:11.880> today<00:28:12.279> somebody's<00:28:12.720> diagnosed 00:28:13.190 --> 00:28:13.200 align:start position:0% with say say today somebody's diagnosed 00:28:13.200 --> 00:28:14.310 align:start position:0% with say say today somebody's diagnosed to<00:28:13.360> have 00:28:14.310 --> 00:28:14.320 align:start position:0% to have 00:28:14.320 --> 00:28:17.269 align:start position:0% to have cancer<00:28:15.320> even<00:28:15.559> before<00:28:15.799> the<00:28:15.960> diagnosis<00:28:16.600> happens 00:28:17.269 --> 00:28:17.279 align:start position:0% cancer even before the diagnosis happens 00:28:17.279 --> 00:28:19.909 align:start position:0% cancer even before the diagnosis happens there<00:28:17.399> is<00:28:17.600> fear<00:28:18.000> there<00:28:18.120> is<00:28:18.720> uncertainty<00:28:19.720> when 00:28:19.909 --> 00:28:19.919 align:start position:0% there is fear there is uncertainty when 00:28:19.919 --> 00:28:21.389 align:start position:0% there is fear there is uncertainty when somebody<00:28:20.320> just<00:28:20.519> tells<00:28:20.760> you<00:28:20.960> that<00:28:21.080> you<00:28:21.200> have<00:28:21.279> to 00:28:21.389 --> 00:28:21.399 align:start position:0% somebody just tells you that you have to 00:28:21.399 --> 00:28:24.750 align:start position:0% somebody just tells you that you have to undergo<00:28:21.760> an<00:28:21.960> fnac<00:28:22.960> or<00:28:23.200> you<00:28:23.399> have<00:28:23.519> to<00:28:23.760> go 00:28:24.750 --> 00:28:24.760 align:start position:0% undergo an fnac or you have to go 00:28:24.760 --> 00:28:28.350 align:start position:0% undergo an fnac or you have to go undergo<00:28:25.760> uh<00:28:26.640> you<00:28:26.799> know<00:28:27.080> a<00:28:27.240> radiology 00:28:28.350 --> 00:28:28.360 align:start position:0% undergo uh you know a radiology 00:28:28.360 --> 00:28:29.789 align:start position:0% undergo uh you know a radiology Examination 00:28:29.789 --> 00:28:29.799 align:start position:0% Examination 00:28:29.799 --> 00:28:33.630 align:start position:0% Examination for<00:28:30.799> a<00:28:31.120> query<00:28:31.799> carcinoma<00:28:32.799> can<00:28:32.919> you<00:28:33.120> imagine 00:28:33.630 --> 00:28:33.640 align:start position:0% for a query carcinoma can you imagine 00:28:33.640 --> 00:28:36.509 align:start position:0% for a query carcinoma can you imagine what<00:28:33.919> everybody<00:28:34.399> goes<00:28:34.880> through<00:28:35.880> I<00:28:36.080> think<00:28:36.279> the 00:28:36.509 --> 00:28:36.519 align:start position:0% what everybody goes through I think the 00:28:36.519 --> 00:28:39.789 align:start position:0% what everybody goes through I think the least<00:28:37.000> we<00:28:37.120> can<00:28:37.360> do<00:28:38.200> is<00:28:38.320> to<00:28:38.519> break<00:28:39.000> bad<00:28:39.240> news<00:28:39.679> in 00:28:39.789 --> 00:28:39.799 align:start position:0% least we can do is to break bad news in 00:28:39.799 --> 00:28:40.750 align:start position:0% least we can do is to break bad news in the<00:28:40.000> right 00:28:40.750 --> 00:28:40.760 align:start position:0% the right 00:28:40.760 --> 00:28:44.310 align:start position:0% the right manner<00:28:41.760> with<00:28:42.480> a<00:28:42.640> sense<00:28:42.880> of<00:28:43.120> optimism<00:28:43.880> that<00:28:44.159> in 00:28:44.310 --> 00:28:44.320 align:start position:0% manner with a sense of optimism that in 00:28:44.320 --> 00:28:48.830 align:start position:0% manner with a sense of optimism that in today's<00:28:45.360> world<00:28:46.360> cancers<00:28:46.840> can<00:28:47.000> be<00:28:47.519> cured<00:28:48.519> right 00:28:48.830 --> 00:28:48.840 align:start position:0% today's world cancers can be cured right 00:28:48.840 --> 00:28:50.470 align:start position:0% today's world cancers can be cured right there<00:28:48.960> are<00:28:49.120> many<00:28:49.440> such<00:28:49.720> examples<00:28:50.159> you<00:28:50.279> can 00:28:50.470 --> 00:28:50.480 align:start position:0% there are many such examples you can 00:28:50.480 --> 00:28:52.750 align:start position:0% there are many such examples you can quote<00:28:51.320> you<00:28:51.440> can<00:28:51.600> quote<00:28:52.000> if<00:28:52.200> you<00:28:52.360> have<00:28:52.519> some 00:28:52.750 --> 00:28:52.760 align:start position:0% quote you can quote if you have some 00:28:52.760 --> 00:28:55.190 align:start position:0% quote you can quote if you have some life<00:28:53.080> example<00:28:53.480> in<00:28:53.600> your<00:28:53.799> own<00:28:54.159> life<00:28:54.919> that<00:28:55.039> could 00:28:55.190 --> 00:28:55.200 align:start position:0% life example in your own life that could 00:28:55.200 --> 00:28:56.750 align:start position:0% life example in your own life that could be<00:28:55.320> the<00:28:55.480> biggest<00:28:55.880> example<00:28:56.320> that<00:28:56.480> you<00:28:56.559> could 00:28:56.750 --> 00:28:56.760 align:start position:0% be the biggest example that you could 00:28:56.760 --> 00:28:59.950 align:start position:0% be the biggest example that you could tell<00:28:58.240> you<00:28:58.399> can<00:28:58.640> make<00:28:58.919> that<00:28:59.200> experience<00:28:59.760> for 00:28:59.950 --> 00:28:59.960 align:start position:0% tell you can make that experience for 00:28:59.960 --> 00:29:02.950 align:start position:0% tell you can make that experience for the<00:29:00.159> family<00:29:00.679> A<00:29:00.799> little<00:29:01.120> better<00:29:02.120> by<00:29:02.559> giving 00:29:02.950 --> 00:29:02.960 align:start position:0% the family A little better by giving 00:29:02.960 --> 00:29:05.350 align:start position:0% the family A little better by giving time<00:29:03.840> you<00:29:04.000> can't<00:29:04.240> just<00:29:04.399> deliver<00:29:04.760> a<00:29:04.919> news<00:29:05.159> and 00:29:05.350 --> 00:29:05.360 align:start position:0% time you can't just deliver a news and 00:29:05.360 --> 00:29:08.110 align:start position:0% time you can't just deliver a news and walk<00:29:05.600> away<00:29:06.240> and<00:29:06.360> leave<00:29:06.640> them<00:29:06.799> to<00:29:07.000> their<00:29:07.120> own 00:29:08.110 --> 00:29:08.120 align:start position:0% walk away and leave them to their own 00:29:08.120 --> 00:29:11.549 align:start position:0% walk away and leave them to their own emotions<00:29:09.120> so<00:29:09.440> I<00:29:09.919> think<00:29:10.919> every<00:29:11.200> day<00:29:11.399> we 00:29:11.549 --> 00:29:11.559 align:start position:0% emotions so I think every day we 00:29:11.559 --> 00:29:14.149 align:start position:0% emotions so I think every day we encounter<00:29:12.120> such<00:29:12.399> situations<00:29:13.279> whether<00:29:13.559> it<00:29:13.720> is 00:29:14.149 --> 00:29:14.159 align:start position:0% encounter such situations whether it is 00:29:14.159 --> 00:29:17.070 align:start position:0% encounter such situations whether it is diagnosis<00:29:14.679> of<00:29:14.840> a<00:29:15.039> cancer<00:29:15.919> or<00:29:16.080> a<00:29:16.279> simple 00:29:17.070 --> 00:29:17.080 align:start position:0% diagnosis of a cancer or a simple 00:29:17.080 --> 00:29:19.590 align:start position:0% diagnosis of a cancer or a simple gastroenteritis<00:29:18.039> being 00:29:19.590 --> 00:29:19.600 align:start position:0% gastroenteritis being 00:29:19.600 --> 00:29:22.750 align:start position:0% gastroenteritis being treated<00:29:20.600> right<00:29:20.960> or<00:29:21.200> introducing<00:29:21.760> a<00:29:21.919> new 00:29:22.750 --> 00:29:22.760 align:start position:0% treated right or introducing a new 00:29:22.760 --> 00:29:27.149 align:start position:0% treated right or introducing a new medication<00:29:23.760> so<00:29:24.320> I<00:29:24.600> think<00:29:25.600> as<00:29:26.480> practitioners 00:29:27.149 --> 00:29:27.159 align:start position:0% medication so I think as practitioners 00:29:27.159 --> 00:29:28.909 align:start position:0% medication so I think as practitioners of<00:29:27.440> Health 00:29:28.909 --> 00:29:28.919 align:start position:0% of Health 00:29:28.919 --> 00:29:32.590 align:start position:0% of Health we<00:29:29.159> need<00:29:29.480> to<00:29:30.000> formulate<00:29:30.760> a<00:29:31.000> strategy<00:29:31.640> within 00:29:32.590 --> 00:29:32.600 align:start position:0% we need to formulate a strategy within 00:29:32.600 --> 00:29:36.269 align:start position:0% we need to formulate a strategy within where<00:29:32.799> we<00:29:33.279> give<00:29:33.760> that<00:29:34.000> moment<00:29:34.399> in<00:29:34.880> time<00:29:35.880> and<00:29:36.120> we 00:29:36.269 --> 00:29:36.279 align:start position:0% where we give that moment in time and we 00:29:36.279 --> 00:29:39.830 align:start position:0% where we give that moment in time and we spend<00:29:36.640> it<00:29:37.120> with<00:29:37.640> empathy<00:29:38.640> whether<00:29:39.279> a<00:29:39.519> patient 00:29:39.830 --> 00:29:39.840 align:start position:0% spend it with empathy whether a patient 00:29:39.840 --> 00:29:42.990 align:start position:0% spend it with empathy whether a patient is<00:29:40.000> going<00:29:40.159> to<00:29:40.640> have<00:29:41.640> breaking<00:29:42.039> a<00:29:42.279> bad<00:29:42.519> news<00:29:42.799> of 00:29:42.990 --> 00:29:43.000 align:start position:0% is going to have breaking a bad news of 00:29:43.000 --> 00:29:47.509 align:start position:0% is going to have breaking a bad news of end<00:29:43.200> of<00:29:43.519> life<00:29:44.519> or<00:29:44.919> death<00:29:45.919> or<00:29:46.720> something<00:29:47.159> like<00:29:47.320> a 00:29:47.509 --> 00:29:47.519 align:start position:0% end of life or death or something like a 00:29:47.519 --> 00:29:49.710 align:start position:0% end of life or death or something like a young<00:29:47.880> patient<00:29:48.320> going<00:29:48.640> through<00:29:48.880> an 00:29:49.710 --> 00:29:49.720 align:start position:0% young patient going through an 00:29:49.720 --> 00:29:52.789 align:start position:0% young patient going through an amputation<00:29:50.720> right<00:29:51.279> a<00:29:51.480> child<00:29:51.840> being<00:29:52.240> diagnosed 00:29:52.789 --> 00:29:52.799 align:start position:0% amputation right a child being diagnosed 00:29:52.799 --> 00:29:55.269 align:start position:0% amputation right a child being diagnosed with<00:29:53.000> something<00:29:53.480> very 00:29:55.269 --> 00:29:55.279 align:start position:0% with something very 00:29:55.279 --> 00:29:58.070 align:start position:0% with something very life-threatening<00:29:56.279> or<00:29:57.159> to<00:29:57.440> something<00:29:57.840> very 00:29:58.070 --> 00:29:58.080 align:start position:0% life-threatening or to something very 00:29:58.080 --> 00:30:00.430 align:start position:0% life-threatening or to something very very<00:29:58.360> simple<00:29:58.840> where<00:29:59.039> a<00:29:59.200> patient<00:29:59.640> still 00:30:00.430 --> 00:30:00.440 align:start position:0% very simple where a patient still 00:30:00.440 --> 00:30:04.630 align:start position:0% very simple where a patient still exhibits<00:30:01.000> fear<00:30:01.320> and<00:30:02.039> anxiety<00:30:03.039> I<00:30:03.159> think<00:30:03.640> time 00:30:04.630 --> 00:30:04.640 align:start position:0% exhibits fear and anxiety I think time 00:30:04.640 --> 00:30:07.190 align:start position:0% exhibits fear and anxiety I think time listening<00:30:05.640> being 00:30:07.190 --> 00:30:07.200 align:start position:0% listening being 00:30:07.200 --> 00:30:11.430 align:start position:0% listening being Humane<00:30:08.200> being<00:30:08.600> gentle<00:30:09.399> showing<00:30:10.279> optimism<00:30:11.279> as 00:30:11.430 --> 00:30:11.440 align:start position:0% Humane being gentle showing optimism as 00:30:11.440 --> 00:30:14.830 align:start position:0% Humane being gentle showing optimism as far<00:30:11.720> as<00:30:12.159> possible<00:30:13.159> and<00:30:13.559> being<00:30:13.880> available<00:30:14.640> to 00:30:14.830 --> 00:30:14.840 align:start position:0% far as possible and being available to 00:30:14.840 --> 00:30:17.430 align:start position:0% far as possible and being available to the<00:30:15.000> patient<00:30:15.480> anytime<00:30:15.960> they<00:30:16.080> have<00:30:16.200> a<00:30:16.360> query<00:30:17.200> is 00:30:17.430 --> 00:30:17.440 align:start position:0% the patient anytime they have a query is 00:30:17.440 --> 00:30:18.750 align:start position:0% the patient anytime they have a query is most 00:30:18.750 --> 00:30:18.760 align:start position:0% most 00:30:18.760 --> 00:30:21.070 align:start position:0% most important<00:30:19.760> thank<00:30:19.960> you<00:30:20.200> so<00:30:20.440> much<00:30:20.720> ma'am<00:30:20.919> for 00:30:21.070 --> 00:30:21.080 align:start position:0% important thank you so much ma'am for 00:30:21.080 --> 00:30:22.669 align:start position:0% important thank you so much ma'am for coming<00:30:21.279> to<00:30:21.440> our<00:30:21.640> platform<00:30:22.080> and<00:30:22.200> sharing<00:30:22.559> all 00:30:22.669 --> 00:30:22.679 align:start position:0% coming to our platform and sharing all 00:30:22.679 --> 00:30:25.549 align:start position:0% coming to our platform and sharing all the<00:30:22.840> wonderful<00:30:23.320> insights<00:30:23.880> with<00:30:24.159> us<00:30:25.159> uh<00:30:25.279> it<00:30:25.360> is 00:30:25.549 --> 00:30:25.559 align:start position:0% the wonderful insights with us uh it is 00:30:25.559 --> 00:30:26.990 align:start position:0% the wonderful insights with us uh it is really<00:30:25.799> an<00:30:25.960> incredible<00:30:26.440> ma'am<00:30:26.679> I'll<00:30:26.840> be 00:30:26.990 --> 00:30:27.000 align:start position:0% really an incredible ma'am I'll be 00:30:27.000 --> 00:30:28.430 align:start position:0% really an incredible ma'am I'll be looking<00:30:27.240> forward<00:30:27.559> for<00:30:27.679> the<00:30:27.760> next<00:30:28.120> session 00:30:28.430 --> 00:30:28.440 align:start position:0% looking forward for the next session 00:30:28.440 --> 00:30:30.149 align:start position:0% looking forward for the next session with<00:30:28.600> you<00:30:28.799> again 00:30:30.149 --> 00:30:30.159 align:start position:0% with you again 00:30:30.159 --> 00:30:35.320 align:start position:0% with you again ma'am<00:30:31.159> thank<00:30:31.360> you<00:30:31.559> wonderful<00:30:32.000> being<00:30:32.320> here