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WorksheetsActive, Reflective, and Empathetic Listening for PC Triage Nurse
Total questions: 13
Worksheet time: 7mins
What is a key component of active listening?
Thinking about what to say next
Multitasking during the conversation
Smiling while you talk and summarizing what you hear
Offering solutions immediately
Which behavior interferes with active listening?
Paraphrasing the speaker’s message
Interrupting to share your opinion
Maintaining an open posture
Asking clarifying questions
When practicing active listening during a triage call, what should you focus on most?
Diagnosing the patient quickly
Writing your notes while the patient speaks
Fully understanding the patient’s concerns before responding
Planning your next task
What is reflective listening?
Repeating the exact words back to the speaker
Agreeing with the speaker
Restating or paraphrasing what the speaker said to confirm understanding
Thinking about the speaker’s tone after the call
Which of the following is an example of reflective listening?
“I understand.”
“So you’re saying the pain started after you ate dinner, and it’s sharp and in your lower right side?”
“That’s probably just gas.”
“You should take Tylenol and rest.”
Why is reflective listening especially important in telephone triage?
It helps end the call more quickly
It shows patients you're writing everything down
It confirms clinical details, builds trust, and prevents misunderstanding
It avoids needing to use protocols
What is the primary goal of empathetic listening?
To solve the problem immediately
To validate the speaker’s emotions and perspective
To make small talk to build rapport
To control the conversation
Which of the following responses demonstrates empathetic listening?
“That’s not something to worry about.”
“Try not to panic—it’s probably nothing.”
“That sounds really scary. It makes sense you're feeling overwhelmed right now.”
“You should have called sooner.”
A parent says, “I’m just so scared something is really wrong.” What is the best empathetic response?
“Calm down. I need you to answer some questions.”
“Let’s stay focused and go through the symptoms.”
“I hear that you’re scared, and I want to make sure we take this seriously.”
“You’re probably overthinking it, but let’s check.”
Why are open-ended questions important in telephone triage?
They help end the call more quickly
They encourage the caller to give more detailed information
They allow you to control the conversation better
They limit the caller’s response to yes or no
How can you demonstrate active listening during a phone consultation?
By offering solutions before the caller finishes speaking
By summarizing what the caller has said to confirm understanding
By interrupting the caller to ask questions
By focusing on your next task while the caller speaks
What is an effective way to show empathy in a triage call?
By providing a diagnosis immediately
By quickly moving on to the next question
By acknowledging the caller's feelings and concerns
By telling the caller not to worry
Which technique is crucial for ensuring accurate information gathering in telephone triage?
Focusing on the caller's tone rather than their words
Asking open-ended questions to encourage detailed responses
Listening passively and taking notes
Using closed-ended questions to limit responses
