of EMTs and Paramedics
Tips on Listening
Important Reasons to be a Good Listener:
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Helps get facts from a member, who has a grievance.
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Helps in figuring out management's position so you can counter it.
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Helps members let off steam so they can try to solve problem.
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Shows you are sympathetic and concerned about each member.
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Helps to get to bottom of an issue and find out what is really bothering a member.
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Helps members to talk about the problem and perhaps work out an answer.
A Few Ways to Be a Good Listener:
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DON'T TALK
You can't listen while you're talking.
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DON'T INTERRUPT
Give the person a chance to say what is on his/her mind; BE PATIENT.
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DON'T SECOND GUESS
Don't assume you know what the speaker is going to say before it is said; don't put words in the speaker's mouth. You might be wrong.
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BE SYMPATHETIC
Don't ridicule or put the speaker down; try to see what the speaker is getting at; show concern for the problem, and the person.
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MAKE THE SPEAKER FEEL COMFORTABLE
Sit down with the person; don't fiddle; look the person in the eye; help person to relax.
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ASK QUESTIONS
Use an encouraging tone; ask questions which will encourage the person to explain more, not questions which can only be answered with a yes or no.
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DON'T LECTURE
Don't give advice or provide answers before person has had a chance to explain the situation.
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LET THE SPEAKER WORK OUT THE ANSWER
Often a person will "think-out loud" and end up figuring out their answer, or cooling down enough to be more rational. If you are a good sounding board, it will help the member, you and the union.