Communication tips

So here are some communication tips.

One, maintain trust and confidence at all times when you break trust and you lose somebody’s confidence. It’s very difficult one for that person to trust you ever again and then two for that person to trust the process and other people who may be on their process of healing such as therapists’ other people in the process so understand that, trust and confidentiality and ensuring confidence is key as I mentioned knowing when to talk and when to de-escalate a tense situation. It’s very important, you don’t want to escalate something.

Your job is to de-escalate to diffuse the situation and that can take a lot of energy by being conscious reading the person’s body language, how are they showing, are they showing aggression, are they showing threatening, things like that or are you able to get them to calm down and maybe sit on a couch and have a conversation what does that look like so the job is not to escalate.

It’s to de-escalate and the way you de-escalate. You start asking open-ended questions, what’s going on is there anything you’d like to share, let the person talk and listen more than you talk, be direct empathetic and clear when you talk paraphrase what I heard you say is XYZ, is this right, am I hearing you correctly and then maybe the person will say, yeah and da, da, da, da, da, da, da or no, actually you know that was kind of close but I guess I feel more like this.

So paraphrasing allows somebody to go back to that communication channel that is right here on the slide okay and then leave the conversation by providing next steps or resource activate your care team and HR, make sure that you always leave somebody with a resource. If they are going through a stressful time, you always want to leave them better than you found them.