role play Flashcards
open questions
how can i help you today?
what brings you here today?
is there anything else i can help you withn?
how can we work together to solve this probelm?
can you tell me why you feel frustrated?
what results would you expect?
closed
is this is first time this has happened to tou
does it hurt
would you like me to contact your mother
when did the symptoms begin
positive indicators (explaining guidelines)
1.actively engage in open dialogue through the use of open enderd and explanatory questions
2. demonstrates active lsistening and effective use of nonveral behaviour(nodding)
3.clearly and accurate communicate info
4.adapts style of communication to suit the contect and individual needs(notice body language_(slumped body language , you seem upset can you tell me more?)
5.demonstrate the ability to negotiate and influence others as appropriate
6.confirm understanding through seeking verification.summariing inof(paraphasing what the patient is communication such as so what you are saying is that you are upse that a medication did not work….)
EMPATHY AND PERSPECTIVE TAKING(GOOD indicators)
- view situations from the perspective of others
2.is nonjudgemental when interacting with others - seeks to create a safe and trusting atmosphere, through genuine interest and building rapport
4 demonstrates an inclusive approach, considering issues relating to equity and diversity - demonstrate empathy, understand and responds to the emotions and feelings of others eg: acknowledge and reflecting feelings
- demonstrates patience and understanding when dealing with others
Your company needs both you and a co-worker to attend a business meeting. You have just arrived at the airport, sara is anxious about her safety, as she was a friend who narrowly escaped during an accident on a plane when it was destroyed. Until now, she had not experienced angst regarding air travel but there were feelings present, surfacing today with the prospect of flying. She had routinely traveled in the past but this is the first time air travel was required since her friend’s accident. She is gripped with fear
- listen well
- remains supportive
- avoids making light of Sara’s concerns
- normalizes concerns, noting that these feelings are quite common
- confirms without patronizing, that Sara is aware of air travel(better security now in place, the tiny chance you will be targeted)
- helps Sara separate the intellectual response to low danger from the emotional response to anxiety
BREAKING BAD NEWS
SPIKES
Setting: the conversation should take place in a comfortable, quiet, and private room where there is no distractions or interruptions, In an interview, you could ask, “is this a good place to talk”. Ensure you clarify who the person wants in the room with them(family, friends), if any props in the room,(tissues), use them when appropriate
Patient perception: find what the patient knows, how they got here, how they currently feel
Invitation: confirm if the patient wished to speak about the matter now. it will be yes
Knowledge: start by firing a warning shot,
“Unfortunately it is not good news”…” i am sorry today”
after giving new PAUSE
give information in chunks, check that they understand and make eye contact with a person at all times and be honest and direct, is this an appropriate time to break the news
Emotions: respond to the patient with empathy, respond to emotions, and allow time for questions
“im sorry that this happened is there anything i can do to help”
Strategy: respectfully and gently summarise any important points, provide a pathway what will happen now and plans for follow up
Describe how they can contact you if any questions or concerns
GOOD indicators(breaking bad news)
- creates a comfortable setting(privacy, no external interruptions, time constraints, sits down, eye level, connects with patient, involves significant other, if available_
- assess patients perceptions( assess patients knowledge, hopes, fears/ability to discuss bad news)
- obtain parents’ invitation(assess, how much patients wants to know, asks the patient about his/her preference on how the news should be delivered (chunk and bits all in detail)
- gives knowledge (announces bad news will be delivered, presents medical facts avoiding medical jargon, avoid bluntness, is checking and chunking)
5.addresses emotions and responds empathically(recognises patients feeling and responds adequately, gives time until patients emotions have settled)
- creates a strategy,(planning next steps, reassurance, availability) and summarises(clarifies patients understanding, consultation)
explaining and detechnicalisation
- Introduce yourself at the start
- find out what is known before you begin(clear misconceptions)
- at the end, summarise key points and ask questions
4
USE SIMPLE AND PLAIN LANGUAGE
SPEAK SLOWLY
PRESENT IN CHUNKS (SHORT SENTENCES)
SACRIFICE ACCURACY for simplicity
avoid technical words, if using them explain it
BE RESPONSIVE AND CHECK FOR UNDERSTANDING
-respond to any non verbal cues
-encourages questions(
explaining and detechnicalisation
- Introduce yourself at the start
- find out what is known before you begin(clear misconceptions)
- at the end, summarise key points and ask questions
4
USE SIMPLE AND PLAIN LANGUAGE
SPEAK SLOWLY
PRESENT IN CHUNKS (SHORT SENTENCES)
SACRIFICE ACCURACY for simplicity
avoid technical words, if using them explain it
BE RESPONSIVE AND CHECK FOR UNDERSTANDING
-respond to any nonverbal cues
-encourages questions(initially, midway and at the end)
-check for understand(midway and end)
“does that make sense”, “have i made this clear”
consider using teach back, that is asking patients to explain certain elements back to you
Use aids are possible
-use analogies and examples to simplify
-use an interpreter or a invite a family members if present
-use models and draw pictures if possible
-provide handouts
-summarise/write down key points
IMPROVEMENTS
- SYMPATHY VS EMPATHY
2.PUT yourself forward
3.i can only imagine
4.its ok to be sad
5.change tone
6.i cannot imagine
7.concerning tone
8.humble
9.solutions(2 or 3 solutions)
10.build rapport
general structure:
1. introduce yourself if applicable, try to build rapport
2. then first try to give a warning sign,
3. GIVE 2-3 solutions and how it can help
phrases to show empathy
- I can only imagine how you must feel
- do not be afraid to apologise
3.im very sorry, i know how difficult this must for you
tip number 1
1.always read the roleplay scenario carefully
2. always start by introducing yourself to the actor
3.give a handshake(if possible)
4.smile
5. ask permission to speak
6. nonverbal cues
7. use open body language
8. alter the tone
9. active listening, head nodding, leaning in, acknowledging concerns
10.put yourself forward
11. SHOW EMPATHY SHOE GENUINE CONCERN
comfort angry person
“I understand that you are frustrated and I would like to be here for you. But please do not take your anger out on me.”
“I’m very sorry that I spent the money you were saving for retirement on a time share in Hawaii. I don’t know what I was thinking, and I can understand why you are angry. Let’s work together to find a solution.”
“that must be difficult”
“i can see how
“So, you are saying that you feel angry because you think you have to take on all of the household responsibilities alone
“I can see that that you are angry, but I don’t feel like I am helping you feel any better, and I think you may need a few minutes to yourself. I’ll be right here for you if or when you feel ready to talk.” if still angry
B ackground- tell me about it
A ffect-how does it make you feel
T roubles-what troubles you most
Handling-how do you feel you are handling
Empathy–that sounds like a difficult situation
solutions–maybe ask store manage organise a coffee or tea
use parts of acronym
dont propose a solution if they are not calm/ready to propose a solution
comfort a sad person
“I heard that your father died. That must have been really tough. Do you want to talk about it?”
“It’s okay to feel bad; you’re going through a tough time.”
INTRODUCTION
Hey i was just walking by by do you wanna take a cofee
you seemed really upset today
is everything alright
hey just wanan check in
dont rush
speak slowly dont need to get to scenario can take time
finish yr apology SHUT UP
let them react
stops ums
what have you done so fare cope—alcohol?
i can smell breath, NEED TO ADDRESS IT
what have you done so fare cope—alcohol?
i can smell breath, NEED TO ADDRESS IT
