Communication Flashcards
Reasons for NOD?
- Relaxes patient anxiety
- Helps Patient understand who you are and your role
- Involves patient
- They have a right to know
What is RELATE?
Acronym for positive communication (verbal and non-verbal) in order to create positive relationships
Why is RELATE important?
Patients/families are stressed
They have lost control
Communication and courtesy go a long way
What does RELATE stand for?
Respect, Explain, Listen, Ask, Try, Empathize
Respect (Dignity, privacy, diversity)
Explain (Enunciate, slow speech, tone, volume, eye contact, touch, body language)
Listen (Acknowledge, patience_
Ask (Do not assume, Truism(meaning in people not words), check for understanding)
Try (Be flexible, engage, offer choices,)
Empathize (Nod, mirror them, sit down, soften voice, acknowledge, REVERSE TEACHBACK)
What does RESPOND stand for and what is it?
Recognize, Establish, Single out, Provide info, Operationalize, Notify, Discuss
Used as an effective way to respond to client questions and concerns
Explain RESPOND
Recognize (patients perspective)
Establish (Rapport)
Single-out (Real issue)
Provide Info (Explain steps you are going to take, promise a follow up)
Operationalize (a plan to address concern)
Notify (the patient when you have acted, report back)
Discuss (concern with manager)
Steps to convey empathy?
- Reflect (I can see you are feeling)
- Legitamize (I understand because)
- Support (I want to help)
- Partner (Lets work together)
- Encouragement (You’re doing great)
- Presence (Breathe, relax, focus)
Tips for Teach back:
- Ask to explain back to you in their own words
- Clarify any misunderstanding
- If there is misunderstanding try to explain in a different way
What is “truism”
Meanings are in people not words and words can mean diff things to diff ppl
What is a stereotype?
Pushes individuals to all-encompassing categories
Fails to recognize that individuals are unique
“All canadians are humble”
What is prejudice?
“Pre-judge” before we know all the facts
Deciding we don’t like someone because they belong to a certain group
What is ethnocentrism ?
Belief that your cultural traditions are better than any other culture
What is empathy?
Understanding how someone else feels, putting yourself in their shoes
Empathy is in body language, nod, mirror them, sit down, relax, soften voice
What is compassion?
It is empathy combined with the desire to help (an action) to reduce the suffering of another person
