how’s your volunteer squad’s communication skills? your... · 2019-11-11 · 1. define...
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HOW’S YOUR VOLUNTEER SQUAD’S
COMMUNICATION SKILLS?NANCI MCLESKEY, DNP, MCG, MDIV, RN-BC, CHPN, FNGNA
ASSISTANT PROFESSOR
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OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative care
2. Discuss the implications of volunteer/palliative care patient
communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful communication
between the volunteer and the patient/family
5. Describe patient/family expectations when communicating
with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
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©UNIVERSITY OF UTAH HEALTH
OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative
care
2. Discuss the implications of volunteer/palliative care
patient communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful
communication between the volunteer and the
patient/family
5. Describe patient/family expectations when
communicating with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
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1. EFFECTIVE COMMUNICATION DEFINED
• “Communication between two or more
persons wherein the intended message is
successfully delivered, received and
understood.”
• It is a key component in palliative care and
is often considered the foundation to build
a relationship with the patient and family.
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IMPORTANCE OF COMMUNICATION BY
VOLUNTEERS
• Providing, verbal, non-verbal, and written
• Lack of effective communication can often
be an issue in palliative care
• Purposes
– Share information
– Influence others
– Facilitating and improving outcomes
– Teaching
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OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative
care
2. Discuss the implications of volunteer/palliative care
patient communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful
communication between the volunteer and the
patient/family
5. Describe patient/family expectations when
communicating with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
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2. IMPLICATIONS OF VOLUNTEER/PATIENT
COMMUNICATION
• Foundation for good palliative care
• Makes a huge difference in quality of care
• When done right: reassuring, decreases
anxiety, distress and worry
• Excellent communication improves pain
and symptom management
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©UNIVERSITY OF UTAH HEALTH
OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative
care
2. Discuss the implications of volunteer/palliative care
patient communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful
communication between the volunteer and the
patient/family
5. Describe patient/family expectations when
communicating with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
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3. BARRIERS TO COMMUNICATION
• Personal experience with death or grief
• Lack of experience
• Desires that the patient will get better
• To instill hope
• Fear of one’s own mortality
• Provokes emotional responses
• What to say?
• How to communicate with individuals who
have cognitive impairment
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COMMUNICATION MYTHS
• Communication is always deliberate
• Words have the same meaning for
everyone
• Primary method -verbal
• Frequently one-way
• Silence isn’t good
• Only talk about positive things
• Don’t ask questions about dying and loss
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TYPES OF COMMUNICATION
• Nonverbal-80%
– Kinesics
– Haptics
– Proxemics
– Physical appearance
– Vocalics
– Chronemics
– Artifacts
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©UNIVERSITY OF UTAH HEALTH
OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative
care
2. Discuss the implications of volunteer/palliative care
patient communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful
communication between the volunteer and the
patient/family
5. Describe patient/family expectations when
communicating with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
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4. FACTORS THAT INFLUENCE
COMMUNICATION
• Family systems
• Finances
• Education/learning capacities
• Physical limitations
• Culture
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CULTURAL HUMILITY
• Respectful
• Person-centered
• Being present
• Learning style
• Assess non-verbal communication
• Interpretation of life
• Spirituality
• Values
• Assess symptoms
• Anticipate
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©UNIVERSITY OF UTAH HEALTH
OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative care
2. Discuss the implications of volunteer/palliative care patient
communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful communication
between the volunteer and the patient/family
5. Describe patient/family expectations when communicating
with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
![Page 16: HOW’S YOUR VOLUNTEER SQUAD’S COMMUNICATION SKILLS? Your... · 2019-11-11 · 1. Define effective communication and emphasize its importance for volunteers when providing palliative](https://reader034.vdocuments.us/reader034/viewer/2022050400/5f7dd184d5808050692b9b4e/html5/thumbnails/16.jpg)
©UNIVERSITY OF UTAH HEALTH
5. PATIENT/FAMILY EXPECTATIONS
• Respect
• Honesty
• Elicit values/goals-honor them
• Explore realistic options
• Team communication
• Listen
• Unconditional acceptance
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©UNIVERSITY OF UTAH HEALTH
OBJECTIVES
1. Define effective communication and emphasize its
importance for volunteers when providing palliative
care
2. Discuss the implications of volunteer/palliative care
patient communication
3. Identify communication barriers and myths
4. Discuss factors that influence successful
communication between the volunteer and the
patient/family
5. Describe patient/family expectations when
communicating with volunteers
6. Identify strategies to prepare volunteers to be more
effective communicators
![Page 18: HOW’S YOUR VOLUNTEER SQUAD’S COMMUNICATION SKILLS? Your... · 2019-11-11 · 1. Define effective communication and emphasize its importance for volunteers when providing palliative](https://reader034.vdocuments.us/reader034/viewer/2022050400/5f7dd184d5808050692b9b4e/html5/thumbnails/18.jpg)
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6. STRATEGIES FOR EFFECTIVE
COMMUNICATION
• Core skills
• Mindful presence
• NURSE
• Older adult communication needs
• Cognitive issues
• Encouraging communication
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CORE SKILLS
• Know history/current condition
• Reminisce
• Support hopeful/realistic goals
• Acknowledge emotions/caring responses/validate
• Allow to cry
• Various expressions of frustration and coping
mechanism
• ‘No one-way to express frustrations’
• Ask family how they are doing, what can we do to
help?
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MINDFUL PRESENCE
• In the moment
• Nonjudgmental
• Attentive
• Silent
• Other: know yourself and the other person,
encourage meaningful connections, affirm,
value
• Empathy (imagine what it feels like)
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NURSE
• N=naming (sounds like you’re frustrated)
• U=understanding-this helps me understand
• R=respecting (I can see you’re really…..)
• S=supporting (I’ll make sure to
communicate to the team what you need)
• E=exploring (could you say more about
what you mean when you say….)
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OLDER ADULT COMMUNICATION NEEDS
• Desires information
• Disclosure of feelings
• Maintaining a sense of control
• Solidify a sense of hope and communication
for a meaningful and purposeful life
• Being acknowledged
• Not talking above them
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WHEN COGNITIVE ISSUES EXIST
• Environment
• Respect
• Respond to emotions vs. words
• Behaviors communicate
• Be positive
• Know the person
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ENCOURAGING COMMUNICATION
• Attentive listening
– Listen exercise
– Validate feelings
– Mindful in giving advice
– Encourage storytelling, reminiscing
– Don’t interrupt
– Mindful presence
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COMMUNICATION GUIDELINES
• Build rapport
• Right time/atmosphere/privacy
• Readiness: feeling calm/relaxed
• Use open-ended questions/techniques
• Silence is OK
• Summarize
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SPECIFICS
• Set aside special time
• Sit down, ‘eye-to-eye’
• Listen, be silent
• Lean forward
• Silence phone
• Be in the moment
• Ask permission
• Encourage reminiscence
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MOVING PAST BARRIERS
• Know barriers and remediate
• Recognize and support individuality and
personhood
• Understand and support expectations
• Learn and apply new skills
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SUMMARY
• Effective communication delivered by volunteers
during palliative care is important and complex.
• It is essential to be aware of the various myths and
barriers when communicating.
• Patients and family members have certain
communication expectations and several factors
influence successful communication.
• As demonstrated there are several strategies which
can prepare volunteers to be more effective
communicators.
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QUESTIONS