人生哲理美文36:The Story in Emergency Room 急診室的故事

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急診室的故事

In her early days as an emergency room physician, Doctor Joanna Myer treated a child who had suffered a second degree burn. After the child had been treated and was being prepared for discharge，Doctor Myer talked to the parents about how they should care for the child at home. Also listening to her were a half a dozen other family members. A few hours later, when she came to say goodbye, the family asked her to settle an argument they’d been having over exactly what advice she had given. “As I talked to them. I was amazed.” she said. “All of them had heard the simple instructions I have given just a few hours before, but they have three or four different version.The most basic details were unclear and confusing.I was surprised, because these were intelligent people.” This episode gave Doctor Myer her first clue to something every doctor learns sooner or later - most people just don’t listen very well. Nowadays, she says she repeats her instruction，and even conduct a reality check with some patients. She asks them to tell her what they think they are supposed to do. She also provides take-home sheets which are computer printouts tailored to the patients’situation. Doctor Myer’s listeners are not unusual. When new or difficult material is presented, almost all listeners are faced with the challenge because human speech lacks the stability and permanence of the printed word.Oral communication is fast-moving andimpermanent.

在喬安娜·邁爾剛成為一名急診內(nèi)科大夫時(shí),她治療過一位二度燒傷的兒童。在這位兒童接受治療將要出院時(shí)，邁爾告訴其父母他們應(yīng)該如何在家護(hù)理這名兒童。同時(shí)還有 六位其他家庭成員也在場(chǎng)。數(shù)小時(shí)之后，當(dāng)她對(duì)他們說可以了的時(shí)候，這家人卻讓她幫他們解決爭(zhēng)論，而內(nèi)容就是她剛才所給的護(hù)理建議。“我在和他們談話時(shí)感到很吃驚。”她 說道：“他們所有的人都聽到了我?guī)仔r(shí)前所說的簡(jiǎn)單指示,但是他們有三到四個(gè)不同版本。最基本的細(xì)節(jié)都不清楚，而且令人費(fèi)解。我很驚訝，因?yàn)樗麄兌际锹斆魅恕?rdquo;這段小 插曲首次給邁爾醫(yī)生一種提示，而這是每位醫(yī)生遲早會(huì)了解的——大多數(shù)人不善于傾聽。 她讓他們告訴她，他們應(yīng)該怎么做。她也提供可帶回家為病人度身定做的電腦打印單。 邁爾的傾聽者沒有什么不同。當(dāng)陳述的是新的或較難的材料時(shí)，幾乎所有的傾聽者都面 對(duì)著挑戰(zhàn)，因?yàn)槿祟惖恼勗捜狈Υ蛴〕鑫淖值姆€(wěn)定和持久。口頭溝通是一閃而過，難以長(zhǎng)久的。