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What does resiliency
mean to you?
© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
Resiliency: being flexible;
Being able to take stress without getting hurt;
Being able to get through a hard or bad time and move on.
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
• Family• Community
support/programs• A person or people who
believe in us• Religious/spiritual
beliefs 3
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
COMMUNICATIONCOMMUNICATION
BE A COMMUNICATION BRIDGE BUILDER
NOT A WALL MAKER
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
• Share information
• Find solutions
How can talking help build a How can talking help build a communication bridge?communication bridge?
It helps us:
COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
• Share feelings
• Ask questions
• Problem solve
• Clarify rules and limits
COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
• Help reduce anxiety and stress to resolve a situation/problem
• Look at choices and options
• Get to know another person better
COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
There is a difference between talking to a patient and talking with a patient.
The difference involves learning how to be a good listener.
COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
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COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
This Means:
• Paying attention to what the patient is saying
• Notice how the patient is responding to you
• Being in that moment© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
• Pausing to decide what we want to say and how we want to say it.
• Asking yourself silently: “What is really going on here?” 10
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COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
BE AN INFORMATION SHARER
NOT A PREACHER WHO KNOWS IT ALL
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COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
We want to be guides and enablers to help the patient
1.Learn how to solve problems
2.Find their own healthy solutions
3.Believe they are able to do it12
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COMMUNICATIONCOMMUNICATIONcontinued………..continued………..
© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
Give a man a fish and you feed him for a day.
Teach a man how to fish and he will be fed for a lifetime.
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POWER OF WORDS
© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
---Take a look at what words can do...
•Encourage us
•Change an attitude
•Inspire us14
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
POWER OF WORDSContinued >>>
• Change our mood
• Touch our emotions
• Stimulate us
• Reach into our hearts15
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
POWER OF WORDSContinued >>>
• Cause feelings/reactions in our body
• Alter our thoughts
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
Words can also become roadblocks that can cause a patient not to talk about a worry or problem.
The tone of voice or a facial look
can have this effect.
POWER OF WORDSContinued >>>
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POWER OF WORDSContinued >>>
Most of the time people do not stop
to think of the impact their words
have on others every day.
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
It is very important to be aware of
the effect our choice of words can
have on patients and influence them.
POWER OF WORDSContinued >>>
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POWER OF WORDSContinued >>>
This happens by the way the words
are used and spoken..
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POWER OF WORDSContinued >>>
FOR EXAMPLE:
POSITIVE NEGATIVE
Build Up
Boost
Support
Put-Down
Judge
Constantly Criticize21
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
POWER OF WORDSContinued >>>
FOR EXAMPLE:
POSITIVE NEGATIVE
Make Clear
Heal
Nurture
Make fun of
Abandon (no support)
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
POWER OF WORDSContinued >>>
----Words can be used to empower and enable change to happen
-----The power of words can be very strong and healing of the hurts life experience can have on a patient or person.
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POWER OF WORDSContinued >>>
----Denying feelings ----telling a patient they shouldn’t feel the way they do.
“You shouldn’t feel so upset about that.”
FOR EXAMPLE:
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POWER OF WORDSContinued >>>
FOR EXAMPLE:
----Judging---- Telling a patient---
“What’s the matter with you?”
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POWER OF WORDSContinued >>>
FOR EXAMPLE:
----Changing the subject----getting a patient to talk about something else.
“You may be upset, but did you hear what happened to _____?”
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POWER OF WORDSContinued >>>
FOR EXAMPLE:
----Advising----instead of solving the problem.
“If I were you I would forget it.”
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POWER OF WORDSContinued >>>
FOR EXAMPLE:
----Interpreting----telling a patient why they feel the way they do.
“Why are you being such a big baby?”
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
POWER OF WORDSContinued >>
----Sympathizing----instead of empathizing….
Sympathy---- “That was bad. I feel sorry for you.”
Empathy----”I understand how difficult that has been for you.”
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POWER OF WORDSContinued >>>
Remember:
A positive attitude can help build resiliency. It can help turn feelings of helplessness into learned self-helpfulness.
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POWER OF WORDSContinued >>>
Remember:
Self-worth and self-esteem can be improved by a patient feeling valued.
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HELPING TOOLS
• Acceptance• Being genuine: Be yourself• Not Judging: not blaming, criticizing
or acting shocked• Respect/Sharing• Trustworthy• Understanding
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HELPING TOOLSContinued >>>>
For Example:
•“Am I hearing you say _______________?”
Repeat back what your patient has said.
•“What happened that made you upset (angry, hurt, etc)?”
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LISTENING TOOLS
Many times patients do not feel noticed or heard, because no one takes the time to listen to them.
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
LISTENING TOOLS
GOALS TO BE A GOOD LISTENER
• Show the patient you hear and understand them
• Encourage and help the patient talk about their worry, fear or problem
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LISTENING TOOLSContinued>>>>
• Be focused and pay attention
• Stay open to what is being said – do not think about what you are going to say
• Remain neutral in facial and body language
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LISTENING TOOLSContinued>>>>
TOOL TIPS
• Keep good eye contact
• Listen more than talk
• Listen on two levels37
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LISTENING TOOLSContinued>>>>
Clarify to be sure.
For example: “You said _______?
Am I right about it?”
This helps to be sure of what was said. You might follow up with an open-ended question such as….
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LISTENING TOOLSContinued>>>>
© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
“How do you feel about that” or
“What happened?”
You can also ask “Do you have any ideas
about how to handle this?”39
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
Listen for feeling as well as content – the tone of voice and the body language.
You can ask: “What are you feeling right now?”
LISTENING TOOLSContinued>>>>
This helps a patient notice their feelings. It can help you to find out and help solve a concern or problem.
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RESPONDING TOOLS
These tools are what we say after we have listened.
There are two goals:
•To show the patient you heard them
•To help the patient talk more
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RESPONDING TOOLSContinued >>>>
Clarifying:
For example:
•“I am not quite sure about what you are saying. Can you tell me more?”
•“I want to be clear about what you said. Are you saying_______?’ This helps your patient look more closelyAt thoughts and feelings.
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RESPONDING TOOLSContinued >>>>
Questioning:For example:
•Open ended: “How did you react when that happened to you?”
•Close ended: “Did you feel angry when that happened to you?”•“Why” questions can cause a patient to feel defensive or judged. It requires giving a reason or explanation and are best not used whenever possible as it can shut down more talking that might help solve a problem.
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RESPONDING TOOLSContinued >>>>
Paraphrasing:
For example:
•Patient: “I am not going to go there (school, camp, class, program, activity.).”
• Reply: “I feel I don’t understand. Can we talk about this more?”
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RESPONDING TOOLSContinued >>>>
For example:
•Reply: “You feel ____because_____. Pause and ask if that is right or true? ”
•Reply : “I sense you feel ____ (sad, worried, afraid, etc.)”
•Reply : “Are you feeling sad because the other patients did not include you?”
•Both paraphrasing and reflecting show your patient you understood them and encourage them to keep talking.
Reflecting:
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RESPONDING TOOLSContinued >>>>
For example:
•“Can you tell me more about what you were first talking about?”
•Remember you are responsible for helping the patient remain focused.
•You can show caring: “I don’t blame you for wanting to change the subject, but it might hurt less after you get it out.”
Staying focused:
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RESPONDING TOOLSContinued >>>>
For example:
•“I hear you saying “That’s no big deal.”, but you appear tense and may not be recognizing how you really feel.”
• Avoid using this approach if your patient seems very upset or uncomfortable with you as they may be feeling confronted.
Indicating contradictions:
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RESPONDING TOOLSContinued >>>>
For example:
•“I remember a time when I had an experience like that and what I did was ______.”
• This makes you appear more human and participating rather than remaining separate.
Sharing experience:
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It is often hard for a patient to know how to react to bullying. They may have done nothing to cause it.
Sometimes a patient may be too ashamed and not bring up the subject.
BULLYINGContinued >>>>
You can ask them:
“Are there any bullies in your class or around where you live?”
“Have you eve been bullied?”
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BULLYINGContinued >>>>
1.Do not suggest fighting back as smaller patients are often the victims.
2.Suggest avoidance. Walk away if you can.
3.Tell patient it is wrong. It is not their fault.
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4. Teach self-confidence and something to say.
Look the bully in the eye and stay calm:
BULLYINGContinued >>>>
“I don’t like what you are doing. Why are you doing it?”
“Why are you saying that?”
“Don’t talk to me like that!”
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Teach patient how to ask for help.
Let them know it is O.K. to ask for help.
Talk to the school – teacher, counselor, principal.
Encourage patient to get into an activity they might like to meet other patients.
BULLYINGContinued >>>>
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SELF-CONCEPT
This means:
• How we see ourselves
• How we think others see us
• How we would like to be seen by others
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SELF-CONCEPTContinued >>>>
It affects:
• The way we act and do things
• How we feel about ourselves
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SELF-CONCEPTContinued >>>>
It is gotten and shaped as we go along in our life:
• We pick up messages from others
• People tell us verbally and with behavior
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SELF-CONCEPTContinued >>>>
• What they think about us
• How they see us by our actions, attitude and the way we look.
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SELF-CONCEPTContinued >>>>
• This affects a patient’s idea of themself.
• It begins with the building of self-worth.
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1. Behavior and attitude can be changed by
• Hearing more positive messages• Use positive words that
support and encourage
SELF-CONCEPTContinued >>>>
TOOLS
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• Noticing things the patientdoes that please you.
• Focus on patient’s strengths.
• Help patient to see themselves as worthwhile
SELF-CONCEPTContinued >>>>
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• Be accepting of the patient, but not always their behavior.
SELF-CONCEPTContinued >>>>
For Example:
“I can accept you are upset (angry, etc), but I do not accept your behavior.”
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BE WELL ---
MAKE A GOOD DAY!
IT IS UP TO YOU
© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
REMEMBER…….
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© Copyright 2011—Current All Rights Reserved Foundation of Wellness™
Foundation of Wellness™
1200 S. Federal HwySuite #202
Boynton Beach, FL 33435
1200 S. Federal HwySuite #202
Boynton Beach, FL 33435
Phone: 561-523-3626Fax:561-731-5877
Phone: 561-523-3626Fax:561-731-5877
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