Service on the Front Line: Courage, Compassion and Competence

Transcription

1 Service on the Front Line: Courage, Compassion and Competence b Jimmy Pete, The Power of Choice Consultants Tim Hockett, Community Action Ventura County

2 Service in the Field

3 Service at homes, hospitals, clinics.

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10 Got skills?

11 Four Basic Areas of Competence 1) Employ facilitative skills 2) Apply engaging crisis intervention technologies 3) Provide culturally competent care 4) Observe good self-care and balance for ourselves.

12 Are ya ready?

13 Where s your bag of tricks?

14 Challenges in the Field. Stress, fear and anxiety Trauma from responding to acute crisis Cultural insensitivity Inability to engage clients

15 Stress, fear and anxiety Audience, tell us:

16 Trauma from responding to acute crisis Audience, tell us:

17 Cultural Insensitivity Audience, tell us:

18 Inability to engage clients Audience, tell us:

19 Engagement is half the win The sense of belonging that positive relationships instill has a great deal to do with how we thrive and succeed. Yet many of us don t get the biological and psychological importance of our connection to one another. Don Joseph Goewey; Personal Excellence; 3/2016

20 The Four Basic Skills of Facilitation Engagement Tools: Hi-velocity relationship-building Listening (Acceptance) Reflective Statements Facilitative Questions Acknowledgment

21 Listening 90% of skillful facilitation is active, non-judgemental, conntected listening. Be still O active mind! Focus on their process, not their problem. Remember, Peace of Mind.

22 Reflective Statements Use their language. Listen well, without investigating or interrogating. Supporting a person to go further in their own process. I trust you in finding your own best answers.

23 Facilitative Questions Giving the person more room. Focused on their process, not their story. Supporting the person to go further in their own process. I trust you in finding your own best answers.

24 Acknowledgment Recognition of the humanness of their communication. Appreciation of their trust, their courage, their willingness. Not agreement; not approval. Notice the effort toward: Love, peace, forgiveness, acceptance, etc.

25 Self as an environment: Keeping Peace of Mind A highly engaged, connected and resilient state where we are able to bring our best to the fore, working through successes and failures with energy, enthusiasm and confidence.

26 Maintaining a Peaceful Environment Judgement & Projection Forgiveness Compassion (for self and others)

27 The Noble Discipline of Service; or, The Helping Hand Strikes Again Not what am I doing; but who am I being? Commitment to care for with others calls for a commitment do your own internal work.

28 Maintaining a Peaceful Environment Carl Rogers, the Humanists, and You Short History. Freud s Quote. Our mind is no peacefully, self-contained unity. It is rather to be compared to a modern State in which a mob, eager for enjoyment and destruction, has to be held down forcibly by a prudent superior class. Different treatment out of a different philosophy, view, attitude about people. Faith in the amazing human traits of adaptability and resilience. (Our current recognition of this is shown in the proliferation of the language and practices related to the concept of empowerment ). People are trustworthy. Responsibility, therefore, to be more of a healing environment than to be a catalyst.

29 Culturally thoughtful Judgment & Projection revisited (we like order/ we are a pattern recognizing mammal) Becoming acquainted with your Unconscious Bias (small introduction) Cultural Humility

30 Judgement and Projection: Don t believe everything you think.

31 Unconscious Bias A working definition. refers to the attitudes or stereotypes that affect our understanding, actions, and decisions in an unconscious manner; is a prejudice we have or an assumption that we make about another based on common cultural, regional and political stereotypes. Positive or negative in nature.

32 Unconscious Bias Gender Sexual orientation Race and ethnicity Religion Physical appearance Age Ability Language Immigration History Economics Creativity/Art Contribution to Society

33 Unconscious Bias Willingness to examine your bias is an important step in understanding the roots of stereotype and prejudice. Generalizations; Establishment of Behavior that treats distorted truth in & out groups; people unequally preconceived opinion not based on actual experience Micro-inequities are subtle, disrespectful actions that reflect our biases ( micro-aggressions ). Systemic impact, individually delivered.

34 Unconscious Bias

35 Identifyi g Bias in Our Work Identify a bias that may impact your work. Small groups Dialogue Report out

36 Bias impacting Service Delivery What we see and don t see. How we solve problems. What we hear and don t hear. Distinctions. Interpretations. Norms and expectations. Small, everyday gestures of respect or lack thereof, which make the recipient feel included and valued(micro-affirmations), or just the opposite(micro-aggressions).

37 A little science behind unconscious bias

38 Primal Fear Fear triggers the brain to sound an alarm. The adrenal gland floods the body with stress hormones. Energy stores dump fats, glucose, & proteins into the bloodstream. Bronchia dilates to increase the intake of oxygen. The heart pumps faster, blood pressure soars & energy packed blood is rushed to large muscles to power fight-or-flight. Stress hormones blunt the perception of pain. Senses sharpen, memory improves, information is processed faster. Digestion. Growth. Sex drive & reproduction. Immunity. Involuntary Happens in 1/10,000 th of a second

39 Psychological Fear: Fearful thinking, negative emotions, perceived threat, body in an uproar

40 Psychological Fear and Stress My life has been a series of terrible calamities, most of which never happened. Mark Twain

41 The Amygdala..the Fear Center Ain t it just like the night to play tricks when you re trying to be so quiet. - Bob Dylan Here s the problem: The primitive brain cannot distinguish between psychological and primal fear. It sets off a stress reaction when either is present.

42 Living in a fearful states and stressed out minds are pervasive The American Institute of Stress tells us: 40% of turnover is due to stress 42% of workers take it home 1 million people out of work everyday Millions of dollars in Worker s Comp. spent due to stress

43 Performance and Decision-making decline We choose risky alternatives and make premature decisions Immediate survival goals replace long term considerations Tendency toward aggression and escape behaviors Individuals will be less tolerant of ambiguity Communications channels close Creative thinking declines University of Nebraska; Dept. of Health and Human Performance

44 Value maintaining peace of mind

45 Professionalism and Equality: Adapting a posture of humility Giving and receiving are the same thing. Jerry Jampolski/ The Principles of Attitudinal Healing

46 Collaboration vs. Control The old ways die hard

47 Booyah!

48 In lieu of Cultural Competence Use inclusive language. Acquaint yourself with counter-stereotyping imagery: e.g. art work, screen saver, news channels, etc. Consider your environment (office furnishings, art, space, etc.) Empower mentors for underrepresented groups. Use social media to amplify new voices. Find members of underrepresented groups that you admire. Use your imagination: counter-program your brain (mind your biases). 7 Simple Methods To Fight Against Your Unconscious Biases: by Courtney Seiter

49 People people who need people Barbara Streisand People who need people are the ONLY people in the world.