Tutorial 3

Question 1

The Jug technique

Answer 1

A communication skills technique also effective when addressing emotionally charged conversations

Question 2

Core skills of jug technique

Answer 2

Listening
Acknowledging

Question 3

Concurrent skills of the jug technique

Answer 3

attending
silence
clarifying
use of questions

Question 4

Listening

Answer 4

-The JUG represents LISTENING
-Visualise yourself bringing the jug (your Listening skills) to every consultation.
-Place the jug at the centre of the consulting space, beforehand…thus
-Transforming the area into a CONTAINING space…. therefore
-Providing CONTAINMENT during the CONSULTATION.

Question 5

The HCP should avoid

Answer 5

Feeling pressure/pressurised to respond to the MANY questions or statements issued by the patient.

Personalising the patient’s responses.

Ignoring the emotion – and continuing from where the conversation was before, as if nothing happened.

Question 6

Acknowledge

Answer 6

Acknowledge & Normalise emotions displayed

-After Active Listening and Silence, when Emotions subside
-Name what emotion you just witnessed and normalize it.
-BE SILENT and ATTEND
-Be silent in your mind, emotions and physically – Be present, in the moment and contain the situation

Question 7

Recall

Answer 7

1. So, after attending to the emotions, what? It’s RECALL time.
2. What do you remember that the patient said? What is inside the jug?
3. Pull responses/concerns individually,
4. address each with the patient, share available options, promote patient involvement in decision making.
5. Once exploring options for each concern is completed and nothing else in the jug,
6. the HCP may ask the patient to remind them: “I know that there are other concerns which you raised, Which ones am I missing/ leaving out or forgetting?”

Question 8

Contents of the jug

Answer 8

1. Address all concerns in the same way
2. At the end of the consultation, contents of the jug (which belong to the patient) are turned into a nicely packed folder (visually)
3. The folder (visually) serves as a reference point for any of the concerns that were unpacked and discussed during the consultation.
4. The patient takes the folder (memory) home. This is from where they will pull and share information with their loved ones.

Question 9

the A, B, C and D of dignity of conserving care

Answer 9

A- attitude
B- behaviour
C- compassion
D- dialogue

Question 10

Breaking bad news- SPIKES

Answer 10

S- set up
P- perception (ask)
I- invite (ask)
K- knowledge (tell)
E- emotions/ empathy
S- summary/ strategy/ support

Question 11

Set up

Answer 11

prepare setting and information, who needs to be present

Question 12

Perception (ask)

Answer 12

elicit the patient’s understanding

Question 13

Invite (ask)

Answer 13

Ask the patient
- how they like to receive the information
- what they want to know and
- permission to go ahead

Question 14

Knowledge (tell)

Answer 14

Provide information: small chunks, no jargon

Question 15

Emptions/ empathy

Answer 15

Recognize and explore patient’s emotions (SPIKE)

Question 16

Summary/ strategy/ support

Answer 16

Check for understanding, summarise what has been said, agree on next steps, offer support

Question 17

NURSE technique

Answer 17

N- name the emotion
U- understand the emotion
R- respect the patient
S- support the patient
E- explore the emotion