1. © 2002 by National Family Caregivers Association Communicating Effectively with Health Care Professionals Family Caregivers Workshop: Introduction Leader’s Guide: Slide # 1

2. © 2002 by National Family Caregivers Association Workshop Goal: To use more effective communication techniques with health care professionals, so you can better advocate on behalf of your care recipient. Introduction Leader’s Guide: Slide # 2

3. © 2002 by National Family Caregivers Association Objectives: Introduction Examine Health Care Experience Create Team Approach Identify Needed Skills Practice Communication Tools and Techniques Leader’s Guide: Slide # 3

4. © 2002 by National Family Caregivers Association Value of Good Communication: Team More Effective Caregiver Better Care for Loved One Compliance with Treatment Plans Creates Teamwork Reduces Isolation Leader’s Guide: Slide # 4a

5. © 2002 by National Family Caregivers Association Value of Good Communication: Team Shared Decision-Making Eases Time Limitations Clears Misunderstandings and Confusion Encourages Professionals to be More Responsive Leader’s Guide: Slide # 4b

6. © 2002 by National Family Caregivers Association Barriers to Communication: Key Principles Patient Focus Time Limitations Lack of Team Approach Mechanistic Approach Lack of Conflict Resolution Skills Stressful Work Habits Leader’s Guide: Slide # 5

7. © 2002 by National Family Caregivers Association Suggestions From Health Care Professionals Key Principles Enhance Communication Support Treatment Plans Please Respect Our Limits Leader’s Guide: Slide # 6

8. © 2002 by National Family Caregivers Association Care Recipient Care Recipient Primary Doctor Primary Doctor Nurse Specialist The Caregiving Team Family Caregiver Family Caregiver Caregiving Team Leader’s Guide: Slide # 7

9. © 2002 by National Family Caregivers Association “Only a relationship bonded by understanding and respect can deepen into a true healing partnership.” Bernard Lown, M.D. The Lost Art of Healing Team Leader’s Guide: Slide # 8

10. © 2002 by National Family Caregivers Association Key Principles of Effective Communication Participate Actively Encourage Collaboration Build Mutual Understanding Establish Presence Key Principles Leader’s Guide: Slide # 9

11. © 2002 by National Family Caregivers Association Establish Presence Key Principles Breathe Deeply Make Eye Contact Stay in the Moment Establish Rapport Maintain a Strong Sense of Self Leader’s Guide: Slide # 10

12. © 2002 by National Family Caregivers Association Participate Actively Key Principles Be Prepared Clearly State Your Purpose Offer Relevant Information Ask Questions Be Assertive Leader’s Guide: Slide #11

13. © 2002 by National Family Caregivers Association Levels of Assertiveness Match Your Level of Assertiveness to the Situation Assertiveness (High Profile) Issue an Ultimatum Set Limits of Acceptance Offer a Win/Win Compromise Clearly State What You Want Recommend a Solution Suggest Alternatives Ask for Alternatives Ask Questions Provide Feedback Listen Actively (Low Profile) Understanding Key Principles Leader’s Guide: Slide # 12

14. © 2002 by National Family Caregivers Association Use Active Listening Ask for Clarification Demonstrate Understanding Avoid Assumptions State Difficulties and Concerns Build Mutual Understanding Key Principles Leader’s Guide: Slide # 13

15. © 2002 by National Family Caregivers Association Focus on Common Goals Clarify Responsibilities Speak Openly and Honestly Help with Problem Solving Express Appreciation for Help Key Principles Encourage Collaboration Leader’s Guide: Slide # 14

16. © 2002 by National Family Caregivers Association Key Principles of Effective Communication Establish Presence Participate Actively Build Mutual Understanding Encourage Collaboration Skill Practice Leader’s Guide: Slide # 15

17. © 2002 by National Family Caregivers Association Listed below.. Determine what you plan to say and do Brainstorm problems and concerns List key problem Skill Practice Leader’s Guide: Slide # 16 Communications Planner

18. © 2002 by National Family Caregivers Association Skill Practice Process: Planning Phase Practice Phase Debrief/ Feedback Phase Skill Practice Leader’s Guide: Slide # 17

19. © 2002 by National Family Caregivers Association What are her key problems and concerns? What tools will help Clarice? What are Clarice’s issues? Skill Practice Leader’s Guide: Slide # 18 What does she plan to do or say to address her concerns? Clarice’s Sample Planner

20. For more information about NFCA: Call: 1-800-896-3650 Visit: www.nfcacares.org Email: info@nfcacares.org