Mod 7A: Communication w Pts & Colleagues

brene browns 4 attributes of empathy

- perspective taking

- out of judgement

- recognizing emotion

- communicating understanding

traditional healthcare training

stressess dx & tx rather than communication

pt centered training

includes listening and understanding pt experience -> guides dx & tx

communication nurse mnemonic

- name

- understand

- respect

- support

- explore

what does name address in the nurse mnemonic?

identify underlying emotion

- statement of empathy

nonverbal communication (5)

- body position

- facial expressions

- personal appearance

- space

- time

reflective statement use

helps to clarify everyones understanding

reflective statement ex

"what i heard you just say is..."

clinical scenarios where expressions of interest are appropariate (5)

- delivering bad news

- responding to unrealistic hopes

- responding to disappointment or grief

- responding to demands for aggressive tx

- responding to medical complications

how is silence a form of communication?

the ability to be present is often all that is necessary to help pts & families

WAIT purpose

internal check -> why are you talking?

unhelpful reassuring statements

- it could be worse

- I understand how you feel

- nothing more can be done

organizational communication

involves quality & safe healthcare with interpersonal communication

silence kills

seven dangerous communication breakdowns in healthcare that are not confronted by colleagues

7 conversations of silence kills

- broken rules

- mistakes

- lack of support

- incompetence

- poor teamwork

- disrespect

- micromanagement

crucial conversations

a discussion between 2 or more ppl where stakes are high, opinions cary, & emotions run strong

- doesn't include electronic convos

3 options when facing a crucial conversation

- avoid it

- face it -> deal w it badly

- face it -> deal w it well

suckers choice

feeling forced to pick between 2 bad choices

the 7 crucial conversation principles

- start w heart

- learn to look

- make it safe

- master my stories

- state my path

- explore other paths

- move to action

how can you make crucial conversations safe? (3)

- talk w/o encountering silent & violent rxns

- help others feel safe

- recognize when you're at cross purpose in convo

CRIB method purpose

restore safety and establish a mutual purpose when a high-stakes conversation goes off track

CRIB

- commit

- recognize

- invent

- brain storm

ways to master my stories - princ. 4 (3)

- learn how to master emotions that prevent productive dialogue -> anger, fear, or pain.

- discover how you justify your behavior

- don't let your emotions get in the way of what you want to accomplish

ways to state my path - princ. 5 (3)

- learn how to speak persuasively, not abrasively

- let others know what you think w/o shutting them down

- ask about other paths

ways to move to action - princ. 7 (2)

- make decisions & improve accountability -> put CC skills in action

- learn how to move from healthy dialogue to taking action

ways to get better at crucial conversations (2)

- interdisciplinary training

- small steps