Test #3 (Review: Communications)

• C-larify problematic behaviour

• A-articulte why its a problem

• R-equest a change in behaviuor

• E-ncourage change by saying (+) and (-) consequences

• C-larify problematic behaviour

• A-articulte why its a problem

• R-equest a change in behaviuor

• E-ncourage change by saying (+) and (-) consequences

What does the CARE approach stand for?

attempting them to get to change in a way that protects their self-interests or is more considerate of others

Confrontation is appropriate when we are:

1st is making them aware of their behaviour and 2nd is making a suggestion to change

Confrontation has 2 parts:

• self-improvement as priority

• pay attention to feelings (anger/fear)

• speak up respectfully

• treat others respectfully

• be honest

• practice self-care skills

Dealing with conflict constructively involves:

a. assertively (refusing in a polite, matter-of-fact manner)

How do we say no to an unreasonable request?

a. assertively

b. passively

c. aggressively

• state refusal at beginning of reply

• state reason for refusal

• communicate understanding

• suggest alternative solution

• be polite

• be consistent in the face of an aggressive requester

The DOs of refusing unreasonable requests.

• begin with lengthy of reasons for refusal

• stammer, hem, haw, pause

• lose eye contact

• raise your voice

The DON’Ts of refusing unreasonable requests.

hospitalization, new diagnosis, surgery, loved one’s illness

Causes of distress:

unreasonable requests

escalate your negative feelings and influence on your right to feel good about the work you are doing

rejecting, hostility, abusive, bullying, manipulative behaviours

List 5 aggressive behaviours.

• Take deep breaths and be calm

• Use CARE confrontation

What are 2 tips for dealing with an aggressor?

no

Are all clients treated equally?

be aware of client characteristics that trigger you to withdraw or to not care.

As health care providers, what do we need to be aware of personally when dealing with an unpopular client?

• grumble/complain

• inform us that that hate where they are

• require more attention

• indicate that they suffer more than we feel

• low social value

Characteristics of an unpopular client.

• frustrated/impatient

• dissatisfaction with their job

• ignore/label/scold patients

How do nurses act or respond towards unpopular clients?

facts, methods, goals, values

Conflict can stem from these 4 categories:

win-win resolution

outcome is satisfactory and everyone is happy

lose-win resolution

you allow your colleagues to resolve the conflict at your own expense

win-lose resolution

you may resolve the conflict in a way that only satisfies you

• view problem in terms of needs

• problem is mutual and needs to be solved

• describe conflict specifically

• identify differences and see conflict from another POV

• brainstorm solutions and pick one that meets both needs

• reach agreement and who will do what where/when

• evaluate problem solving process

The steps in win-win conflict management strategy:

• 1937-1945

• strong work ethic

• nursing as “calling”

Traditionalists.

• 1946-1964

• raised more permissively, encourage to be independent

• nursing as a “profession”

Baby boomers.

• 1965-1976

• raised in 2 career families, latch key children, cynical

• no evidence of job security in nursing

Generation X.

• 1977-1991

• raised in a time of violence with digital technology and multiculturalism

• nursing is seen as a job where there should be cutting edge tech and quick response to problems

Generation Y/Millennials.

• 1992-Present

• iGeneration/digital natives, close to family, open to change

• now in nursing school

Generation Z.

loss

generic term that signifies absence of an object, position, ability, or attribute

ex. divorce, pet/parent dies, miscarriage, diagnosed illness

• care provided to someone facing a life-limiting illness/injury

• pain management, emotional/spiritual support

• living until your die

• prognosis of 6 months or less

Define Hospice Care.

• active total care of pts with diseases unresponsive to curative treatment

• control of pain/symptoms

• achievement of best possible quality of life

• active treatment and more than 6 months to live

Define Palliative Care.

1. denial

2. anger

3. bargaining

4. depression

5. acceptance

The 5 stages of grief in order.

shadow grief

Grief that never completely goes away (lingers) and resurfaces from time to time but does not persist.

Usually triggered by a sight, smell, or sound.

compassion fatigue

term that describes the physical, emotional, and psychological impact of helping others

• healthy diet

• exercise

• sufficient rest

• maintain family/personal relationships

• engage in leisure/recreational activities

• attend spiritual/religious needs

What are the recommended strategies for self-care mandated by “The American Nurses Association’s Code of Ethics’?

excitement, enthusiasm, high energy

Honeymoon (1) phase of reality shock.

• not what you expected

• anger, frustration, disappointment, fatigue

Shock phase (2) of reality shock.

• realized there is more than 1 perspective in the work situation

• returning sense of humor

Recovery phase (3) of reality shock.

resolve conflict

frequent job changes, fleeing work by returning to school

quitting nursing/burnout

Resolution phase (4) of reality shock.

set goals and see your destination

Creating success to achieve life balance.

• prevents burnout

• belong to people, accept pain as part of life, you made a difference

Finding meaning to achieve life balance.

• maintains personal wellness and interpersonal relationships

• adding energy, fun, laughter to your life

Renewal to achieve life balance.

• the body (any physical activity)

• the mind (renew energy, music, art, journal)

• the spirit (inspirational books, silent, contemplate life)

Self-care strategies we can do for renewing energy.