1. LAURA NEALE ST1 GP TRAINEE Non-Violent Communication on 10 Slides (NVC)

2. Overview Background Explain NVC Example Important dos and donts Conclusion

3. Background Developed by Marshall Rosenberg Related to Ghandis philosophy of ahinsa (do no harm) Used worldwide to resolve disputes at various levels

4. Explaining NVC (1) Actions and words represent attempt to meet our own needs Conflict arises because of miscommunication about needs 2 broad stages 1 st = Empathising 2 nd = Honest self-expression

5. Explaining NVC (2) For both stages employ OFNR O = observations (must be neutral) F = feelings N = needs (NOT strategies) R = requests (must be clear and feasible but not demanding) Formal vs colloquial Fluid Spoken vs acted

6. Example (1) Busy weekend shift… imagine this scenario You have 3 sick patients on the ward that need seeing You have some I.V. antibiotics give 4 patients waiting to be clerked in – the ward sister keeps bleeping you to remind you. (Shes already rang 4 times)

7. Example (2) Using OFN(R) Stage 1 (empathise) - mop it up:- Neutral observation e.g. I can see you are very busy State what theyre feeling e.g. This must be stressful for you Acknowledge their needs e.g. I know you need to clear the backlog to keep the unit running smoothly

8. Example (3) Using OFNR Stage 2 (self-expression) – give it back:- Neutral observations – state what is going on in a matter of fact way Tell them how you feel e.g. I feel stressed by this situation and concerned that the patients get the care they need Express your needs e.g. I need to prioritise these tasks based on clinical need. I also need time and space to work through the tasks as best as I can Make a request e.g. Would it be possible for you to stop bleeping me to remind me as this is slowing me down – I promise to be with you as soon as I can.

9. Dos and Donts Do Try to understand people Keep practising (emotional pollution) Dont Express yourself first and ask to be understood (think like a vacuum) Miscategorise someones feelings Say what you dont want rather than what you do Worry more about others responses than your own

10. Conclusion NVC tried and tested tool for improving communication 2-staged process – empathy and honest self-expression Requires lots of practice Nothing ventured, nothing gained!