ABSTRACT
This chapter highlights that active listening helps patients to tell their stories to clinicians. Asking less and listening more is very time-ef?cient. It is as important to listen for what is not said, as to listen to what is said. Sometimes patients would like to tell clinicians things but are restrained by their own internal 'policemen'. It is worth learning to recognise when these policemen are active – and to explore what is being inadvertently concealed. Finding out what patients are really worried about is well worth doing. If clinicians make assumptions about these worries, the chances are they will be wrong. Clinicians can't effectively advise or reassure patients if they haven't actually found out what they are worrying about. Active listening means taking an active participative role in the process of another person talking to clinicians. Another useful tool is to repeat or echo the patient's last word or few words.
