Effective Communication with the Service Member and Family. March 2018

Transcription

1 Effective Communication with the Service Member and Family March 2018

2 Objectives List three ways to create an ideal setting for meetings Identify information-gathering techniques Describe a successful introduction statement from an RCC to a recovering Service member Discuss effective communication tips Respect diversity 2

3 Establishing a Relationship A Credible Foundation Why is the first meeting so important? Get to know each other Create a bond Begin to develop trust Build a foundation Make a good first impression 3

4 Preparing for the Initial Meeting Gather information Read the available background information on the recovering Service member prior to the meeting Prevent them from having to tell their story yet again Be prepared Forms Business cards Computer and phones 4

5 Planning Your Elevator Speech You have to know what you do and what you bring to the table It has to roll off your tongue One sentence is usually enough Your second word should be a verb You have to believe it Give it attitude Stop talking Leave them wanting more Market your services! Have a few elevator speeches in your toolkit. Initial meeting with 1. Recovering Service Member 2. Family/Caregiver 3. Command 4. Recovery Team Meeting 5. Someone unfamiliar with what you do and unrelated to your work 5

6 Elements of the Initial Meeting How we meet Who attends What to consider Where Why Phone calls Walk-ins Referrals: self, command, Nurse Case Manager (NCM), friend, etc. Service member Family member(s) Caregiver(s) Children Service dog Set the stage Environment 5 senses PTSD and TBI triggers First impression Needs specific to the meeting place Office Public place (restaurant, library, hospital, etc.) Outside Telephone Skype To assess the current situation Begin to understand the needs 6

7 Comprehensive Needs Assessment (CNA) Refer to the CNA Wheel to ensure that you cover the following critical areas of need with the recovering Service member and family/caregiver: Administrative Information Assistive Devices and Assistive Technologies Awards Benefits and Compensation Education and Training Employment Family Support Finance Gender-Specific Homicide Housing Legal MEB/PEB Medical Care Psychological Health PTSD Spiritual Suicide Transportation 7

8 Guiding the Meeting Keep in mind that needs must eventually translate to goals and action steps in the Interagency Comprehensive Plan (ICP) Assess the recovering Service member s ability to communicate his or her needs and wants Wall issues Ask what they need help with first and last What keeps you awake at night? 8

9 Effective Communication Tips Be aware of body language and tone of voice Ask open, probing questions Paraphrase and summarize Practice ACTIVE LISTENING Take notes and make eye contact Listen, observe, and acknowledge negative emotions Offer positive suggestions, options, and goal setting Determine preferred communication: , telephone, text? Provide contact information (in several ways) Wrap up and end the meeting tactfully 9

10 Active Listening The Four Rules of Active Listening 1. Seek to understand before you seek to be understood 2. Give your undivided attention to the speaker 3. Use silence effectively 4. Be non-judgmental 10

11 Respect Diversity Commit to putting aside your own biases (We all have them!) Recognize stereotyping and reframe your thoughts Focus on empathy Important Definitions: Diversity: Psychological, physical and social differences that occur among any and all individuals, including but not limited to race, ethnicity, nationality, religion, socioeconomic status, education, marital status, language, age, gender, sexual orientation, mental or physical ability, and learning styles. Inclusion: The act of creating environments in which any individual or group can be and feel welcomed, respected, supported, and valued to fully participate. An inclusive and welcoming climate embraces differences and offers respect in words and actions for all people. 11

12 When Things Get Difficult Don t take it personally Allow them to vent Explore the problem to find a solution Reschedule the meeting Set boundaries Remember safety 12

13 Meet Your New Client Scenario Discussion: How would you break the ice and guide the conversation with Captain Pitman? 13

14 Case 5: Captain Pitman Case History: Serving at Petersen AFB in Colorado 8-yr tenure; two deployments to Afghanistan 4 months ago, experienced severe lower back pain, vomiting, blood in urine; originally treated for kidney stones Finally received correct diagnosis: renal cell carcinoma A few weeks ago, right kidney removed Recovering at home; continuing chemotherapy; overseen by both Hemo-oncology and Pain Management teams Continues to describe pain as severe, not well managed by OxyContin Background: Divorced with joint custody of 4-yr-old daughter, but has seen little of her due to his illness Mother passed away; father has health problems and lives in OR; older brother is active duty MAJ in Iraq; therefore, little-to-no family support No friends close enough to help with daily activities or transportation to Dr. s appointments Feels isolated; suffers from unrelenting depression and an ongoing drinking problem Has been very happy with his career; very anxious to return to work

15 Objectives Review List three ways to create an ideal setting for meetings Identify information-gathering techniques Describe a successful introduction statement from an RCC to a recovering Service member Discuss effective communication tips Respect diversity 15