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June 2012 cjp, bjl

Communication: Using Positive Techniques Presented by: APS Healthcare Southwestern PA Health Care Quality Unit (HCQU). June 2012 cjp, bjl. Disclaimer.

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June 2012 cjp, bjl

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  1. Communication: Using Positive Techniques Presented by: APS HealthcareSouthwestern PA Health Care Quality Unit(HCQU) June 2012 cjp, bjl

  2. Disclaimer Information or education provided by the HCQU is not intended to replace medical advice from the consumer’s personal care physician, existing facility policy or federal, state and local regulations/codes within the agency jurisdiction. The information provided is not all inclusive of the topic presented. Certificates for training hours will only be awarded to those who attend a training in its entirety. Attendees are responsible for submitting paperwork to their respective agencies.

  3. Objectives List benefits of positive communication Recognize negative communication techniques Recall therapeutic communication techniques

  4. Three Good Things GREAT JOB!

  5. Defining Communication Verbal or written message Information is exchanged through symbols, signs or behaviors

  6. Defining Positive / Negative Communication Positive communication: Parties are heard, understood, and respected Positive communication techniques Negative communication: Parties don’t think they were heard, understood, and/or respected Negative communication techniques

  7. SCENARIO

  8. Communication Guidelines The “18-Second Rule” Take your time Avoid abstract concepts

  9. Negative Communication Techniques Blocks positive communication Discourages expression of feelings and ideas Includes: Blaming Judging / Approving / Disapproving Belittling Arguing Defensive Responses Sympathy

  10. Blaming Undermines need to feel accepted and cared for Example: “Well, you ate too much. No wonder you feel sick.”

  11. Judging Conveyed both verbally and non-verbally ‘Should, ought, good, bad, right, wrong’ Examples “I agree.” “That’s good.” “You ought to know better.”

  12. Belittling Indicates that feelings expressed are unimportant or unwarranted Examples: “Don’t feel bad.” “Be a big girl and stop crying.”

  13. Arguing Invalidates feelings Suggests that the speaker is lying, misinformed or uneducated Example: “How can you say you don’t like your food? You picked it out!”

  14. Defensive Responses Protects someone from attack Does not provide speaker opportunity to express reasons for dissatisfaction or anger Examples: “None of us lie to you.” “It wasn’t staff’s intent to upset you.”

  15. Sympathy Focuses on one’s own feelings Disregards how an individual may feel Can interfere with individual’s expression of feelings

  16. Positive Communication Techniques Promotes positive communication Encourages expression of feelings and ideas Includes: Active listening Silence Paraphrasing Empathy Self-disclosure Sharing observations

  17. Active Listening Be attentive Face the individual Maintain eye contact Relax

  18. Practicing Active Listening

  19. Paraphrasing Restate the other person’s message Conveys understanding of what person is communicating Repeat essential ideas

  20. EXERCISE“Practicing Paraphrasing”

  21. Empathy Promotes understanding Can be verbal and non-verbal Examples “That must make you feel sad.” “It could be frustrating for you to try so hard and not be able to do that.”

  22. EXERCISE“Practicing Empathy”

  23. Self-Disclosure Shares true personal experiences Shows empathy or understanding Use sparingly

  24. Sharing Observations Comments on how a person sounds, appears, or acts Calls attention to behavior Health and safety observations warrant further evaluation

  25. Matching Game “Name That Technique” • 1. “If you had finished your supper, you wouldn’t be hungry now.” • 2. “Don’t be a baby about this.” • 3. “You seem happy today.” • 4. “I’ve gone on diets. It was hard to give up sweets.” • 5. “I’m sure your staff wasn’t lying to you.” • 6. “How can you say you have nothing to wear? There are plenty of clothes in your closet.” • 7. “That makes me so sad to hear that.” • “It must be very frustrating to know what you want and not be able to have it.” • ___Empathy ___Blaming • ___Defensive responses ___Sharing observations • ___Self-disclosure ___Belittling • ___Arguing ___Sympathy

  26. Positive or Negative? POSITIVENEGATIVE Blaming Sympathy Arguing Belittling Sharing observations Defensive responses Judging/Approving/Disapproving Paraphrasing Active Listening Empathy Self-disclosure

  27. You at Your Best Think about a time when you were ‘at your best’ At home, on the job, participating in a hobby, etc. Reflect on the situation What were you doing? Who were you with? What helped you to feel that you were at your best? Identify any positive communication techniques

  28. References Okun, B. F. (1997). Effective helping: Interviewing and counseling techniques (5th ed.). Pacific Grove, CA: Brooks/Cole Publishing Company. Seligman, M.E.P. (2008). Positive health. Applied Psychology, 57, 3 – 18. Seligman, M.E.P., Ernst, R.M., Gillham, J., Reivich, K., & Linkins, M. (2009). Positive education: Positive psychology and classroom interventions. Oxford Review of Education, 35 (3), 293 – 311. Seligman, M.E.P. & Mihaly, C. (2000). Positive psychology: An introduction. American Psychologist, 55 (1), 5 -14. Seligman, M.E.P., Steen, T.A., Park, N. & Peterson, C. (2005). Positive psychology progress: Empirical validation of interventions. American Psychologist, 60 (5), 410 – 421.

  29. References Definition of Communication, retrieved August 18, 2011, from: http://www.merriamwebster.com/dictionary/communication Rosenberg, M. B. (2003). Nonviolent communication: A language of life (2nd ed.). Encinitas, CA: PuddleDancer Press. DeLaune, S. C., & Ladner, P. K. (2002). Fundamentals of nursing: Standards & practice (2nd ed.). Clifton Park, NY. Legare, G, M.Ps. Positive Approaches Learning to Listen and Understand Someone We Find Challenging to Support. OMR Statewide Training and Technical Assistance Initiative. Pennsylvania 2003.

  30. To register for future trainings,orfor more information on this or any other physical or behavioral health topic, please visit our website at www.hcqu.apshealthcare.com

  31. EvaluationPlease take a few moments to complete the evaluation form found in the back of your packets.Thank You!

  32. Test ReviewThere will be a test review after all tests have been completed and turned in to the Instructor.

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