“A high proportion of legal actions can be stopped by active listening.” That was a key message from James Sage, head of social care at Royds Withy King Goodman, at the Residential and Home Care Show today.
Speaking in an Outstanding Society session at the event, Sage (pictured middle) said: “It’s common to hear people say: ‘I want my day in court.’ That happens when people don’t feel heard.”
Joining Sage in the event presentation were Outstanding Society Directors, Samantha Crawley, chief executive officer at the Bracebridge Care Group, and Sanjay Dhrona, managing director of the Close Care Home. Together, they shared key tips to active listening to a packed conference audience. These include:
- Adopt a non-blame culture. Ask open questions designed to elicit people’s perception of an event
- Regularly ask questions of staff, residents, their families and stakeholders
- Show you audit complaints and feedback
- See complaints and feedback as a ‘gift of information’.
Crawley said: “Don’t see them as personal. Rather, treat these comments as a perception that someone else has and use it as an opportunity to work through it.”