1. Communication
Alexis Roam, RN, MSN, CQP

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

3. 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.

4. 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.

5. Barriers to communication

6. 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.

7. 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

8. 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

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

10. 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

11. 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.

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

13. 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

14. 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

15. 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

16. Time to cus

17. Questions or Comments? Alexis Roam 573.512.0816
m or