Using WebEx Events Centre...• Click on Banner -Info for Public, Care Providers, Business and...
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Using WebEx Events Centre • All participants are automatically on mute and you cannot unmute yourself. Please raise your digital hand if you need to be unmuted. There may be some poll questions along the way, please respond. • Feel free to submit your questions as they come up to the panelist using the Chat feature on the right-hand side of your screen. Questions will be answered at the end of the presentation as time allows. • At the end of the WebEx, please take the time to answer a short survey to help us improve the format and content of this training session. • The webinar will start at 12:30 p.m. Please read as you join the meeting
Transcript of Using WebEx Events Centre...• Click on Banner -Info for Public, Care Providers, Business and...
Using WebEx Events Centre
• All participants are automatically on mute and you cannot unmute yourself. Please raise your digital hand if you need to be unmuted. There may be some poll questions along the way, please respond.
• Feel free to submit your questions as they come up to the panelist using the Chat feature on the right-hand side of your screen. Questions will be answered at the end of the presentation as time allows.
• At the end of the WebEx, please take the time to answer a short survey to help us improve the format and content of this training session.
• The webinar will start at 12:30 p.m.
Please read as you join the meeting
Healthy Communication
Mental Health and Addiction Services
VISION
Healthy People, Healthy Saskatchewan
MISSION
We work together to improve health and well-being. Every day. For everyone.
VALUES
SAFETY: Be aware. Commit to physical, psychological, social, cultural and environmental safety. Every day. For everyone.
ACCOUNTABILITY: Be responsible. Own each action and decision. Be transparent and have courage to speak up.
RESPECT: Be kind. Honour diversity with dignity and empathy. Value each person as an individual.
COLLABORATION: Be better together. Include and acknowledge the contributions of employees, physicians, patients, families and partners.
COMPASSION: Be caring. Practice empathy. Listen actively to understand each other’s experiences.
PHILOSOPHY OF CARE: Our commitment to a philosophy of Patient and Family Centred Care is at the heart of
everything we do and provides the foundation of our values.
Vision, Mission, Values and Philosophy of Care
Healthy Communication
1. To identify types of communication
2. To share challenges to healthy communication
3. To learn about different communication styles
4. To share the secrets of healthy communication
Objectives
Non-Verbal Communication
• Body posture
• Proximity
• Gestures
• Facial expression
• Tone of voice
• Choice of words
• Volume and pitch
Barriers to Communication
Internal Noise• Worries
• Headache
• Preoccupation with others thoughts
• Bad day
• Pain
• Emotion – insecurity, fear, anger, etc.
External Noise• Television/radio
• Household/workplace
• Doing other things
• Environment
Communication Breakdown
Antidotes:
• “I” statements
• Say how you feel
• Ask for what you want
• Be specific
• Don’t attack the person
Criticism
Communication Breakdown
Antidotes:
• Hear the complaint
• Take some responsibility for your role
• Apologize
Defensiveness
Contempt
Communication Breakdown
Antidotes:
• Be respectful
• Reflect on positive qualities
• Communicate appreciation
Stonewalling
Communication Breakdown
Antidotes:
• Self-soothe
• Take >20 minute break
• Come back, try again
Communication Breakdown
1. Hopelessness
2. Denial
3. Self-blame
4. Helping
5. Diversion
Communication Styles
Self-expression Skill – “I” messages
Secrets to Healthy Communication
1. I feel __________ • emotion – angry, sad, annoyed, happy…
2. when __________• behavior – say what happened
3. because __________ • effect – the reason
4. I would like __________• what you want to happen or change
Feeling Thermometer
Listening Skills
Secrets to Healthy Communication
1. Active listening
2. Mirroring• “What I heard you say was…”
• “ If I’m hearing you correctly, you said…”
3. Validating/Empathizing • “I can understand that…”
• “That makes sense to me because…”
• “That must make you feel…”
Other Considerations
Secrets to Healthy Communication
1. Choose a good time and place
2. Remain calm and use soft startup
3. Assume a win/win stance
4. Acknowledge and apologize for any mistakes or misunderstandings
5. Call “time out” in response to stonewalling or destructive communication• At least 20 minutes
• Don’t keep thinking about the argument – distract yourself!
6. Build on the positive
Communication in This Time of Change
Poll Question
What other topics would you like to see us provide information/resources on?
Submit questions using the WebEx Chat
Questions
Webinar Sources- Addiction Family Research Group Manual Series: Manual 6a (2003)- Therapist Aid.com- Psychologytools.com- Gottman Method Couples Therapy: Level 1: A Research-Based Approach (2000-2008),
Gottman, John and Schwartz Gottman, Julie
www.saskatchewan.ca
• Click on Banner - Info for Public, Care Providers, Business and workers; Info for healthcare providers; Resilient workplace
Healthcare Worker Mental Health Support Line
• 1-833-233-3314
• 8:00 a.m. – 11:00 p.m.
Employee Family Assistance Program (EFAP)
• Morneau Shepell’s Care Access Centre
• www.workhealthlife.com
• 1-844-336-3136
Additional Resources
