MODULE 2: Communicating With and Without Words

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MODULE 2: Communicating With and Without Words

Module 2 Outline

Objectives

At the end of this module direct-care staff will be able to:

1 Describe verbal and nonverbal behaviors.

2 Demonstrate helpful verbal and nonverbal communication skills.

3 Use“Listen with Respect; Comfort and Redirect” with residents with anxious and depressed behaviors.

Agenda:

I. Discuss communication with and without words.

II. Introduce practical communication.

III. Introduce “Listen with Respect; Comfort and Redirect.”

CORE CONCEPT: Enhancing communication skills

Outline

I. Communicating With and Without Words

• Verbal and Nonverbal behaviors send a message to residents.

Ask: What am I feeling?

Ask: What in our movements adds meaning?

Ask: What in our voices adds meaning?

Ask: What form of communication, verbal or nonverbal was more powerful?

Ask: What is happening with the resident?

How did staff in the video respond?

Ask: What is happening with the resident?

Ask: How did staff in the video respond?

Ask: How can staff show kindness with gestures?

II. Practical Communication

• Residents with dementia may be overwhelmed when asked too many questions.

• Due to vision or hearing problems they may have difficulty understanding us.

Ask: What verbal and nonverbal communication can be helpful with residents (i.e., eyes, physical location, movements, how we speak)?

Ask: How do you demonstrate good, practical communication skills?

III. Listen with Respect; Comfort,

and Redirect

• Staff may get “stuck” communicating with residents.

Ask: How do you know when you are and are not communicating well?

• Listen with Respect; Comfort and Redirect (LRCR) is a strategy for getting “unstuck”

Ask: How does a resident know when you are listening with respect and comforting and how might you use redirect?

Ask: What is happening?

Ask: How did the staff member react/act?

Ask: How did the staff member know the resident was listening?

Ask: How did the staff member show respect?

Ask: When has good communication made a difference when working with a resident?

Ask: What skills did you use?

Activity: Trainer acts out anger and happiness without words

Activity: Trainer acts out contrasting nonverbal and verbal behaviors

Video: Lost Watch problem scene without sound

Video: Lost Watch problem scene with sound

Video: Lost Watch problem discussion scene & resolution scene

Activity: A volunteer acts out kindness without words

Discussion: Record list of answers

Overhead & Handout: Practical Communication

Overhead & Handout: LRCR

Video: Missed Visit problem scene

Video: Missed Visit problem discussion and resolution scene

Video:

Missed Visit resolution discussion

Supplies needed for Module 2 - linked here in printable format or imbedded in the module where needed during training

•Overhead projector- digital

•Whiteboard or flip chart & pens (if preferred for listing responses)

•Mechanism to show STAR Videos- computer or digital projector in training space

•Overheads

1.Practical Communication

2.LRCR

•STAR Handouts

1. Practical Communication

2. LRCR

•STAR Videos*

*These videos require Windows Media Player. Download it for free here

1. Lost Watch: Problem Scene WITHOUT Sound

Lost watch problem scene.wmv

2. Lost Watch: Problem Scene with Sound

3. Lost Watch: Problem Scene Discussion and Resolution Scene

Lost watch problem discussion and resolution scene.wmv

4. Missed Visit: Problem Scene

Missed visit problem scene.wmv

5. Missed Visit: Problem Scene Discussion

Missed visit problem discussion and resolution scene.wmv

6. Missed Visit: Resolution and Discussion

Missed visit resolution discussion.wmv

Module 2 Trainer's Guide Presentation

Trainers' Guide Module 2

Print the Trainer's Guide for Module 2

PDF or print as PowerPoint handout from the presentation above

Print evaluation form for staff to complete at end of your training

Congratulations you have finished Module 2!

Enter which team members completed this section in STAR Tracker to print their CE Certificate

Subpages (1): Feedback

Comments

All materials are copyrighted property of the STAR study and may not be reproduced in part or whole without the written permission of the Study Principal Investigator, Linda Teri, Ph.D., University of Washington School of Nursing lteri@uw.edu

*This prototype of the STAR Online Trainers’ Toolkit was developed as a DNP capstone project. Some proposed Toolkit content is limited by novice web design as well as the GoogleSites template options. The pilot study’s is to gather feedback from staff in Assisted Living responsible for conducting training on the usability and usefulness of an online train the trainer format using the Toolkit as if they were going to conduct in person trainings with their team. If you are not yet enrolled in the pilot study, please email Emily at hilderme@uw.edu to learn more.

STAR Trainers' Toolkit