Download Reflection of Feeling

Communication
Therapeutic Communication and Active Listening
Communication
• Stroke can often affect a person’s
ability to communicate ideas,
wishes, thoughts and feelings.
• It can also affect the person’s
ability to understand an other’s
ideas, wishes, thoughts and
feelings.
• Changes in communication after a
stroke often result in distress, and
it is important to communicate in a
way that is meaningful for the
person.
Rules for Effective
Communication
Being positive
optimistic & realistic
Pitch at the
right level
Break into
chunks
Stop and
summarise
frequently
Mirroring
Watch for
body language
Check out
understanding
Communication
Repeat as
necessary
Do not use
jargon
Use written/
pictorial
aids
Do not ignore
the patient
Avoid unhelpful
chit chat
Choose your
topic
Activity
• Use the following directions to draw a picture (work on your own and
do not ask any questions about the directions):
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Draw an egg shape.
Draw a small circle touching the egg shape.
Draw a small circle inside the circle you have just drawn.
Draw three straight lines coming out of the circle that touch at one
end.
Repeat just below.
Draw two longer lines coming out of the egg shape.
Draw a line to join up these two lines.
Draw three straight lines inside the shape you have just created.
Draw two lines coming out of the bottom of the egg shape.
Draw two short lines coming out of the lines that you have just drawn.
• Do not move on to the next slide until you have finished the
above.
Does Your Drawing Look Like
This?
Barriers to Effective
Communication
•The environment
•Own circumstances, levels of stress and
priorities
•Own personal style
•Patient characteristics
Core Counselling Skills
• Rogers (1957) talked about core counselling
conditions, which he thought were essential
ingredients for a therapeutic relationship.
• Empathy - Empathy is the ability to “stand in
the patient’s shoes” .
• Genuineness - To be real, natural and open
and not ‘act’ your job role, being
spontaneous and willing to share your own
experiences and feelings (this has to be done
carefully!)
• Warmth - Remaining open. Not showing
defensiveness or blame the patient or others
for situations/events and treating everyone
with equal worth.
• Unconditional Positive Regard - Accepting
and valuing the person, regardless of their
background. convey positive regard and
respect for them
Empathy
Unconditional
Positive
Regard
Warmth
Genuineness
Active Listening
• Repeating –
• Select something the person has just said that seems important,
and repeat it back to them.
• Re – Phrasing
• Saying the same thing but re-wording it slightly.
• Paraphrasing –
• Summing up the main points of the story to ensure you have
picked up on all of the important details.
• Reflection of Feeling –
• Listening to the patient and deducing from what they are telling
you, how they are feeling.
Dealing with Discomfort
• “Contain” distress, which means
making the person feel it is ok, allowed
(people often say sorry for crying), and
safe and contained.
• Try not to take anger or frustration
personally. It can help to reflect back
the feeling “ It sounds like . . .”.
• Paraphrasing and summarising can be
used to draw out key points – things
you may have identified that the
person could move forward.
Summary
• Good communication skills are not necessarily
something that come naturally, or easily, no
matter what your role is and how much
patient contact you have.
• We could all improve on our communication
skills by using some of the techniques
mentioned, but the most important of all is
active listening.
• We asked many patients about their
experiences in hospital following stroke and
the majority of them said that the one thing
they really could have done with was
somebody to listen to them.