This is the second article in our Communication Series for care teams.

Have you ever had that moment when a service user's family member says, "I've told three different carers about this, but nothing's changed"? Or perhaps a colleague mentions they feel unheard during team meetings? Listening isn't just about hearing words – it's about understanding, connecting, and responding in ways that make people feel truly heard.
Imagine this scenario: A service user living with dementia repeatedly tells you they want to "go home," even though they're in their own house. A passive listener might simply respond, "But you are home!" An active listener, however, would notice the emotional undertones, body language, and perhaps recognise that "home" might mean a different time or place in their life.
In a care setting, where the work typically involves a lot of social engagement and high levels of physical, mental and emotional stress, you will experience tension with clients, care workers and care managers all day, every day. This is why working at your communication skills is so important – it can shape the way everyone experiences their day in care, and can make it a more positive experience for everyone.
What is Active Listening?
When it comes to effective communication, it's not so much about what you're saying as it is about how you listen. That's where active listening comes in. Active listening is a communication skill that involves paying close attention to what someone is saying, understanding their meaning, and responding in a way that shows you've understood. It's a valuable skill in many contexts, including in care, where it can help build stronger relationships and improve communication.
The Seven Pillars of Active Listening in Care
Active listening can be as simple as following these 7 principles:
1. Being Fully Present
What it looks like in care:
Putting your mobile on silent during service user interactions
Taking a moment between visits to clear your mind
Setting aside documentation temporarily when a colleague needs to talk
Real rxample: "When Jane, one of our carers, noticed her service user becoming agitated, she sat down at eye level, maintained gentle eye contact, and gave her full attention. Within minutes, she discovered the service user was in pain but had been struggling to express it."
2. Reading Body Language
In care settings, watch for:
Changes in facial expressions during personal care
Physical signs of discomfort or distress
Non-verbal cues of agreement or resistance
Quick tip: Create a "Body Language Checklist" for new carers:
Facial expressions
Posture changes
Hand movements
Eye contact patterns
3. Staying Open-Minded and Judgement-Free
Common challenge: A service user refuses medication or personal care
Instead of thinking: "They're being difficult"
Ask yourself: "What might be causing this resistance?"
4. Asking Open-Ended Questions
Instead of:
"Did you sleep well?"
"Have you taken your medicines?"
"Are you in pain?"
Try:
"How was your night?"
"Tell me about how you're managing with your medicines?"
"Where are you feeling uncomfortable?"
5. Paraphrasing and Reflecting
Scenario:
Someone says: "Everything's different now. Nothing's like it used to be."
Response:
You could say: "It sounds like you're experiencing a lot of changes, and that feels overwhelming. Could you tell me more about what's changed?"
6. Pausing and Processing
Create deliberate pauses:
After receiving handover information
Before responding to concerns
When documenting important information
7. Responding with Empathy
Scenario:
New carer: "I'm worried I'm too slow with personal care routines."
Empathetic response:
You could say: "Starting out in care can feel overwhelming. Let's break down the routine together and see where you might need support."
Practical Tools for Better Listening
Another useful – and even shorter – framework that you can use in a care setting is the HEAR framework. You'd be amazed at how effective these 4 simple techniques can elevate your communication skills and foster a more positive team culture.
Sometimes, when the days are particularly full and exhausting, it helps you have a visual reminder somewhere in the office. We put together this simple infographic that you can print out and stick onto bulletin boards or simply keep at your desk:

Common Challenges and Solutions
Although these techniques sound simple enough, we know that putting them into practice is easier said than done. Here are some common challenges in care that get in the way of us being effective communicators – and how we can overcome them:
Challenge 1: Time Pressure

Solution: Use the "2-Minute Connection" technique
30 seconds: Greet and observe
60 seconds: Ask one open question and listen
30 seconds: Confirm understanding and plan
Challenge 2: Language Barriers

Solutions:
Learn key phrases in their language
Use communication cards
Pay extra attention to non-verbal cues
Maintain a communication log with successful strategies
Challenge 3: Emotional Conversations

In such cases, try the CALM approach:
Centre yourself (take a breath)
Acknowledge emotions
Listen without fixing
Make a plan together
Putting Active Listening Into Practice
When it comes to culture change, we find that it's best to start small and work on the above techniques gradually until they simply become second nature:
Choose one active listening skill to focus on during each shift
Practise with colleagues during handovers
Document what works well with different service users
Share successful strategies in team meetings
Remember, active listening is like a muscle – the more you exercise it, the stronger it becomes. Start with one technique and build from there. Your colleagues, managers and clients will notice the difference!
Need support in developing your team's communication skills? Tresacare offers specialised workshops and ongoing support to help care teams excel. Contact us to learn more!
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