By Matt Burns
In the world of EMS, every call is high stakes. From early-morning trauma cases to complex medical emergencies, our ability to listen effectively can mean the difference between exceptional care and critical errors. While protocols guide our technical actions, active listening is the cornerstone of patient-centered care and effective team leadership.
The role of active listening in EMS
Imagine responding to a single-patient, multisystem trauma call. Amid immobilizing, splinting, controlling bleeding and calming a screaming patient, you calculate the appropriate pain management dosage. Despite double-checking safety protocols, a moment of miscommunication – the contents of a vial of pain medication your partner hands you exceed the weight-based dosage you’ve calculated the patient needs – nearly leads to an overdose. This scenario highlights a powerful truth: even when we believe we’re following procedures, a lack of active listening can compromise patient safety.
Active listening isn’t merely about hearing words; it’s about fully engaging, understanding and applying vigilance to every detail.
For managers and supervisors, mastering this skill ensures not only patient safety but also stronger team collaboration.
What is active listening?
Active listening goes beyond passively hearing – it requires attentiveness, presence and the ability to engage fully with the speaker. It’s a skill that helps EMS professionals stay present and absorb critical details, whether from a patient, a colleague or a caregiver.
In chaotic EMS environments, distractions abound – from radio chatter to monitoring devices. Supervisors must model the behavior they wish to see by creating an environment conducive to focus.
- Be fully present. Ensure your focus is on the conversation at hand, whether it’s a patient report or team discussion.
- Engage without interrupting. Let speakers finish before formulating a response.
By committing to these practices, leaders demonstrate that active listening is non-negotiable in our work.
Listening to understand
A key principle of active listening is listening to understand, not to respond. Too often, we’re tempted to jump to conclusions or plan our reply before the speaker has finished. This habit can erode trust, with patients and with team members.
For example, during the COVID-19 pandemic, the importance of listening was amplified. Hypoxic patients struggled to communicate, and every repeated question not only wasted precious oxygen but also increased their anxiety. Thoughtful listening allowed us to gather critical information quickly, conserving oxygen and providing better care.
In high-pressure situations, active listening communicates respect, reduces anxiety and improves outcomes. As supervisors, we must train our teams to embody this mindset in every interaction.
| More: Active listening in public safety: A critical skill
Active listening as leadership and advocacy
Active listening is not just a patient care tool; it is a leadership skill that builds trust and drives team cohesion. Supervisors who actively listen to their team foster an environment where people feel valued and understood, which enhances morale and performance.
During a crisis, this skill is even more vital. By listening attentively, managers can discern underlying concerns, clarify priorities and guide their teams with confidence.
Five tips for improving active listening skills
To integrate active listening into your practice, focus on these five strategies:
- Eliminate distractions. Silence your phone, avoid multitasking and create an environment that supports focus.
- Use non-verbal cues. Maintain eye contact, nod in acknowledgment and lean slightly forward to convey engagement.
- Ask open-ended questions. Encourage detailed responses by asking questions like, “Can you tell me more about that?”
- Paraphrase and confirm. Repeat key points back to the speaker to ensure mutual understanding.
- Practice patience. Resist the urge to interrupt or rush the conversation; allow the speaker to share their full message.
Active listening is one of the most powerful tools an EMS supervisor can employ. It improves patient outcomes, strengthens team communication, and demonstrates professionalism and compassion. When patients and team members feel heard, anxiety decreases, trust grows and care improves.
By modeling and cultivating active listening within your team, you ensure that every interaction – whether with a patient or a colleague – is handled with attentiveness and respect. It is a privilege to serve during moments of vulnerability, and active listening is how we honor that trust every day.
ABOUT THE AUTHOR
Matt Burns, is an EMT-P and BSN with close to 25 years experience. Currently he is an operations supervisor for QuikMedic in the greater Chicago area.