By Pamelia O. Bertrand, PhD, MSN, RN
As nurses, we are trained to assess problems, develop plans, and implement solutions. Throughout our careers, we become skilled at identifying what needs to be fixed and taking action. While this approach serves us well in clinical practice, one of the most important lessons I learned through my research on peer support programs for healthcare workers is that not every situation requires a solution. Sometimes, what people need most is simply someone willing to listen.
Healthcare professionals experience emotionally challenging events throughout their careers. These experiences may include patient deaths, unexpected outcomes, medical errors, workplace violence, or other distressing situations. In the aftermath of these events, many individuals do not need advice or answers. Instead, they need a safe space to process their emotions, share their experiences, and feel understood.
During my doctoral research examining successful and sustainable peer support programs, one finding consistently emerged across participants from healthcare organizations nationwide: effective peer supporters prioritize listening over fixing. The ability to be present, listen actively, maintain confidentiality, and provide nonjudgmental support was consistently identified as more valuable than offering solutions.
This lesson extends far beyond healthcare settings. Whether we are supporting a colleague, student, family member, or friend, our first instinct is often to help by solving the problem. We offer suggestions, share similar experiences, or provide advice. While well-intentioned, these responses can sometimes unintentionally shift attention away from the individual who needs support.
Active listening requires us to slow down and focus fully on the other person. It means resisting the urge to immediately respond with advice and instead asking questions, validating emotions, and creating space for reflection. Often, people discover their own path forward when they feel heard and supported.
For nursing students, developing strong listening skills is just as important as developing clinical skills. Therapeutic communication, empathy, and compassionate presence are foundational components of nursing practice. These skills strengthen relationships with patients, improve teamwork, and contribute to healthier work environments.
As healthcare continues to evolve, the human connection remains at the heart of nursing. The ability to listen with empathy and without judgment may be one of the most powerful interventions we can offer.
Sometimes the greatest support we provide is not fixing a problem—it is simply being present for someone who needs to be heard.
Offering peer support is essential and should be the guide behind everything we do for our students, patients, family, and friends.
Always be there for one another.
NOTE: Dr. Pamelia Bertrand’s work on peer support for healthcare professionals was recently published in the Journal of Advanced Nursing. Her research explores how effective peer support programs prioritize active listening, empathy, and psychological safety to better support healthcare workers following emotionally challenging events.
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