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Using WebEx Events Centre

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• The webinar will start at 12:30 p.m.

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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

SHAorgdevelopment@saskhealthauthority.ca

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