1. Display as participants enter and explain that this training was developed and created based on industry and educator input in conjunction with the Health Workforce Initiative Statewide Advisory Committee, California Community Colleges Chancellor’s Office, and Workforce and Economic Development Program. This is just one soft skills module of the comprehensive training package: “Hi-Touch Healthcare: The Critical 6 Soft Skills.”
Hi-Touch Healthcare

2. MUTUAL RESPECT

3. WHAT TO EXPECT IN THIS PRESENTATION
Overview of Respect
Activity #1: What Do You See?
Respectful and Disrespectful behavior
Activity #2: What Should You Do?
Gaining Mutual Respect
Activity #3: On The Long Voyage Home
Activity #4: We’re More Alike Than You Think
Quickly preview the session.

4. Respect
“A feeling of deep admiration for someone or something elicited by their abilities, qualities or achievements” (Oxford Dictionaries, 2016).
“Respect includes acceptance of others viewpoints, philosophies, physical abilities, beliefs and personalities” (Balovich, 2006).
(Animated slide)
Read the basic definitions of respect.

5. Respect In Society Respect for our community Respect for our citizens
Respect for those with disabilities
Respect of all cultures and races
Read this slide. It is the expectation in any society that respect is practiced in all aspects of life. Unfortunately, this is not always the case.

6. Respect in Society Respect for sexual orientation
Respect for gender identity
Respect of other viewpoints
Read this slide as an addition to the previous slide. Discuss that these are the areas of our lives that we should show respect. Explain that these go without saying… right? We all think we show respect in these areas of our lives, but do we really?

7. Respect in Healthcare Respect for our patients
Respect for our customers
Respect for each other
Respect for our supervisors
Respect for the facility in which we work
Showing respect in daily life should naturally transfer to our place of employment. Sometimes, we are different at work than we are at home or in our community. Ask “Why do you think that is?” (elicit feedback). This should bring up discussion points such as: “Because we know we have to be respectful at work,” “We need to keep our jobs,” “It is the right thing to do,” “I get paid to be respectful.”

8. Activity #1 What Do You See?
(See detailed procedures on page 5 of the Trainer Manual.)
Goal: This activity provides an opportunity for participants to describe instances they have witnessed in their workplace that demonstrate respect and a lack of respect.
Materials Needed:
Paper (8.5 x 11), and pen/pencil for each participant.
Procedures:
Hand a piece of paper and a pen/pencil to each participant.
Have them divide the paper into two columns.
On the left side of the paper have them list specific instances in the last month where they have witnessed a lack of respect in the workplace.
On the right side of the paper have them list specific instances in the last month where they have witnessed respect in the workplace.
Allow 5-10 minutes to complete this exercise.
Next, have them pair up and share with each other what they wrote down.
Allow 5-10 minutes to allow them to share with each other.
Bring the group back together and invite them to share their examples.
Explain that for the examples of a lack of respect, the next activity will include how to respond/react to these situations in the future.
Topics for Discussion:
Are the positive or negative behaviors more common in your department? Why?
Are the positive or negative behaviors more common in your institution? Why?
How does experiencing positive/respectful interaction make you feel?
How does experiencing negative/disrespectful interactions make you feel?
How would your colleagues describe you as a co-worker? Respectful? Disrespectful? Why?
How would you describe most of your colleagues? Respectful? Disrespectful? Why?
What kind of an employee do you feel you are?
Do your colleagues behave the same with patients?
Do you behave the same with patients?

9. Respectful Behavior In Healthcare
Interpersonal behavior that supports a positive work environment in which all health care workers can provide high quality care and enjoy coming to work.
(Kaplan, Mestel & Feldman, 2010)
Read this description of respectful behavior.

10. Examples of Respectful Behavior
Professional
Collaborative
Courteous
A willingness to listen
Confidential
Prompt
Clear communication
Read list.

11. Examples of Disrespectful Behavior
Rude
Embarrassing
Sarcastic
Impatient
Inappropriate
Accusatory
Bullying
Demeaning
Read list. Can you think of anyone you work with like this? These behaviors can hinder the ability to provide safe and effective patient care. They also make you not want to come to work!

12. Let’s look at some ways of creating a cycle of respect in the workplace. All of these steps (read the steps) must be practiced on a daily basis in order for respect to become second nature. When you catch yourself feeling resentment or disrespect for someone you work with or one of your patients, think of these steps and it will begin to be part of your makeup.
Acknowledge someone’s potential - “You are really good at , you should teach the rest of us so that we can learn from you.”
Using their abilities well – have them take charge of something they are good at.
Creating meaning and purpose - Have them develop a plan to involve others. Have them organize an out of the box project.
Letting people give their best – never stop someone from sharing their best practices.
Fully recognizing peoples contributions – thank them publicly for their efforts and making positive changes.
Now, let’s do Activity # 2 – a follow up for Activity # 1.
(Go to next slide.)

13. Activity #2 What Should you do?
(See detailed procedures on page 6 of the Trainer Manual.)
Goal: This activity provides an opportunity for participants to understand how to respond to situations that show a lack of respect.
Materials Needed:
Pages that were completed in Activity #1
Paper (8.5 x 11) for each group of two
Procedures:
Have the participants pair up into the same group they were in for activity #1.
Instruct them that based on the last set of slides, have the pair brainstorm together and list ways they could have responded to each item in the “Lack of Respect” column from Activity #1.
Allow 10 minutes for this discussion.
Bring the group back together and invite the groups to share their responses with the rest of the group.
Topics for discussion:
When you witness a lack of respect within your department, how do you typically respond?
How do others respond?
Do you think you would respond differently now?

14. The Joint Commission
Defined ways in which intimidating and troublesome behaviors can lead to adverse outcomes, medical errors, and poor patient satisfaction.
Stated “Organizations that fail to address unprofessional behavior through formal systems are indirectly promoting it.”
In 2008 The Joint Commission began discussing the problem of intimidating and disruptive behavior, leading to or being caused by a lack of respect. They also stated that organizations, by doing nothing, are perpetuating this lack of respect.

15. The Joint Commission – 2009
Hospitals seeking accreditation must meet the following standards:
They must have a code of conduct that defines acceptable and inappropriate behaviors.
They must create and implement a process for managing behaviors that undermine a culture of safety.
In 2009, JCAHO went on to mandate that acceptable and appropriate behaviors be practiced in any institution that seeks accreditation.

16. American Association of Operating Room Nurses - 2010
Created a guidance statement declaring:
“Creating a patient-safety culture states that all health care organizations must strive to create an environment of respect, collaboration, and trust.”
As a result of this mandate, the AAORN created a guidance statement supporting JCAHO’s mandate: (read above statement). Respect was no longer something institutions would hope to have in their facility; respect is now being mandated.

17. How Do We Gain Mutual Respect in an Institution?
Develop a “Code of Mutual Respect”:
This code should affirm that everyone is treated in a dignified and respectful manner at all times and must outline principles of behavior related to professionalism, language, confidentiality, and communication.
(Kaplan, 2010)
It is important for institutions to develop a “Code of Conduct” that all employees must follow. On the next slide is an activity that offers a simplistic code of mutual respect for individuals to start with. The goal is for you to find out if there is a “Code of Mutual Respect” within your department or your institution.

18. Activity #3 On the Long Voyage Home
(See detailed procedures on page 7 of the Trainer Manual.)
Goal: This activity provides an opportunity for participants to understand behaviors that encourage mutual respect within departments (teams) and in institutions.
Materials Needed:
“Lessons Learned From the World of Science Fiction” worksheet (on page 9 of the Trainer Manual) for each participant
“Lessons Learned From the World of Science Fiction” answer key (on page 10 of the Trainer Manual) for trainer
Pen/pencil for each participant   
Procedures:
Ask if any participants are Star Trek or Star Wars fans?
Mention that there is an unofficial “book” about life’s lessons from Star Trek that applies to the team process and mutual respect.
Hand out a worksheet to each participant.
Have the participants fill in the blank for each statement.
Explain that this worksheet can be the starting point for a “Code of Mutual Respect” in their workplace.
Allow 5-10 minutes for completion of the worksheet.
Bring the group back together and provide the answers to each statement.
Invite discussion about this worksheet.
Topics for discussion:
How can these “lessons” be instituted within your department?
How can they be instituted within the organization as a whole?
How do you feel about these lessons? Are they realistic or unrealistic?

19. Closing Activity #4 We’re More Alike Than You Think
(See detailed procedures on page 10 of the Trainer Manual.)
Goal: This activity provides an opportunity for participants to understand that all individuals come with very unique backgrounds, regardless of who we “think” they are. It also helps participants to realize that many groups have more in common than first impressions would suggest.
Procedures:
This is a group activity. Break participants into groups of four (or five if it is a large group). If possible, mix the groups up so the participants are not with people they know well.
Once they are in the groups, have each person take a minute or two to introduce themselves, including something unique of which most people are not aware. This “secret” or “fun” fact can be something the participant has experienced in the past.
Once they have all shared, have them all come up with something they all have in common. It can’t be something easy such as “We all work in the laboratory.” This may be more difficult than participants initially assume.
Allow 10 minutes for the above portion of the activity.
When everyone is done, have them remain in their groups. Each person will then introduce the person to their right and share the unique thing with the entire group. When they have all been introduced, the small group should share the thing that they have in common before moving on to the individuals in the next small group.
When all groups have been introduced, discuss the following questions:
Were you surprised by any of the things people shared?
Why do you think you hadn’t known about those things before now?
How could you get to know your colleagues better, especially those within your department?
How would you benefit from knowing “fun/secret” facts and the similarities that held together each group?

20. Thank You!
Questions? Comments?