有效倾听在医疗纠纷人民调解工作中的应用  

The Application of Effective Listen in People's Mediationon Medical Dispute

作　　者：李威[1] 王丹凤[1] 赵雪竹[1] 刘方 王梅红[3] 

机构地区：[1]北京中医药大学管理学院,北京100029 [2]北京市医疗纠纷人民调解委员会,北京100061 [3]北京中医药大学人文学院,北京100029

出　　处：《医学与社会》2014年第3期19-22,共4页Medicine and Society

基　　金：北京市哲学社会科学规划项目;编号为11FXB010;教育部人文社会科学规划项目;编号为11YJAZH092

摘　　要：倾听在缓解医患矛盾的"谈话式"工作中起着重要的作用,有效的倾听也是开启医患纠纷调解大门的钥匙,作为医患双方沟通的调解员能否有效倾听患者的诉求,是医方能否迅速与患者建立起信任关系的关键。本文针对一起典型的医疗纠纷人民调解案例,对该案中调解员的调解工作进行了阐述,并对调解员在医患纠纷调解工作中,由于调解员未认真倾听患者的诉求,造成调解失败的原因进行了分析,提出调解员在调解中应该掌握倾听技巧,如保持安静、避免直接争论、合理利用非语言动作等方法,以帮助医患纠纷调解工作的顺利开展。Listen plays an important role in the communicative work. The effective listen is the key of the mediation, it is also can build thetrust with the patient immediately. This paper analyzed and commented on the mediators who are in this case. And it also dissertate the problemsand functions of effective listen in the medical dispute people＇s mediation . At last, some listen skills which are good for mediation are suggested, like keep silence, avoid controversy, and use nonverbal activities legitimately and so on.

关 键 词：医疗机构 医疗纠纷 调解 

分 类 号：R197.3[医药卫生—卫生事业管理]