Communication Alexis Roam, RN, MSN, CQP

Objectives Define Communication Discuss communication barriers as they relate to staff, residents, and families Demonstrate feedback loops Demonstrate communication techniques to assist with Conflict

What is communication? A message is sent And received Play game of charades with note cards. Participants need to communicate messages using no words. Listening, frustration, pain, confusion, ignoring, defensive, approachable, bad mood.

Barriers to communication Work at your table and come up with as many barriers to communication as you can in 3 minutes Let each table share barriers to communication and make note of them as they say them on the next slide.

Barriers to communication

Why do barriers to communication occur? The Loop is open- lack of feedback Assumptions Failure to listen Defensive posture More important to be right than achieve mutual purpose Brains ability to process is compromised Hearing deficits Fear Discuss these barriers and why they think they occur. Ask them to give examples.

Let’s make a Bet When someone cut’s in front of you line- they are rude When someone cuts you off driving- they’re a bad driver When a resident isn’t acting right or is more confused- they have a UTI

Assumptions Your Story is likely not a positive one Stops Assessment I already know the answer I already Know my Decision I already know how I feel about this Your Story is likely not a positive one

Feedback Loop Plan Communicated Issue Reported Assessment Done Explain feed back loop. Go through feedback loop script.

You’re a Poor Listener Average person only listens with about 25% efficiency- a lot goes in one ear and out the other Focus on the person in front of you Be empathetic- put yourself in their shoes Realize you might miss something Be open- you don’t have to agree Emotional intelligence- your emotions & theirs It’s ok to be uncomfortable Ask questions

Don’t be a Foot Stomper It’s more important to be right than for each of us to get something out of the situation. What do I really want out of this? What do we both want out of this? Where is the other person coming from? What is the common goal? When you have to be right, you shut down/ You’re not listening. You’re not empathetic. You’re not even considering how this impacts the other person. You’ve lost your emotional intelligence. Families can do this sometimes and we have to take a step back from the situation and ask ourselves those questions. Give example of a family member who is always upset.

Start with I don’t I don’t want to …… I do want to…….

Run to IT… Not Away Ignoring someone- they tell themselves a story Run to families and residents who have frequent concerns Listen to the voice of the customer- what do they really want They make decisions- you are there to partner in care Be realistic and focus on what you can do, not what you can’t do

Go Away- I don’t care- I don’t have time What does your body language say to people? How do you convey you care, you want to listen, you have time If you don’t have time, tell the person when you will have time Smile Use familiar gestures Look at people Put distractions aside

Cognitive deficits Show them a few things they can do to be better at communicating- Say name Allow time for processing, don’t outpace Ask simple questions- yes or no Use familiar gestures, hand shake, doing buttons, combing hair Don’t argue- reminisce, join them where they are at on their journey Give them as much control as possible- hand holding technique

Time to cus

Questions or Comments? Alexis Roam 573.512.0816 aroam@plthc.co m or roama@Missouri.edu