Communication-Conflict Resolution-Professionalim student-1.pdf

Opening Discussion Points Think to yourself and answer the following questions: How hard is it to be on time? How hard is it to make an effort? How difficult is it to be high energy (for your patients)? How difficult is it to have a positive attitude? How challenging is it to be passionate? How...

Opening Discussion Points Think to yourself and answer the following questions: How hard is it to be on time? How hard is it to make an effort? How difficult is it to be high energy (for your patients)? How difficult is it to have a positive attitude? How challenging is it to be passionate? How difficult is it to use good body language? Opening Discussion Points Think to yourself and answer the following questions: How difficult is to be humble and coachable? How challenging is it to do just a little extra? How difficult is to have a strong work ethic? How difficult is to be prepared? How challenging it is to be a kind human being? What We Will Cover Today Communication in Physical Therapy Conflict Resolution Professionalism in Physical Therapy Why does communication matter? Are we good at communication? Communication Why are we talking about communication now? What information on communication can we gather from today to help in the future? Active listening Non-verbal communication Clear and concise Effective Communication Confident Empathy Personable Convey respect Give and receive feedback – make it a conversation! Most important component of effective is listening. Active Listening Acknowledge what is being said • “I’m hearing you say…” • “So what you are saying is…” Words only make up 7% of our communication Non-Verbal Communication Body language is nearly 80% Includes eye contact, hand gestures, and even tone in your voice Short and to the point Clear and Concise Excessive words causes the listener losses interest Skill of understanding and sharing feelings with others Empathy Making the other person FEEL as if they are heard Personable ◦Be friendly ◦Smile ◦Ask personal questions ◦Encourage open and honest dialogue Convey Respect ◦Allows dialogue to exist Give and Receive Feedback Make it a conversation! Add value to the conversation ◦ Baby boomers (1946-1964) ◦ Generation X (1965-1977) Generational Differences in Communication ◦ Generation Y (1978-1989) ◦ Generation Z (1990-1999) ◦ The research concluded that baby boomers tend to be more reserved, while Gen Xers prefer a control-and-command style. ◦ Gen Y (millennials) employees prefer a more collaborative approach to communication, and the youngest workers, those in Gen Z, like in-person interactions best. Crucial Conversations ◦ Opposing opinions ◦ Strong emotions ◦ High stakes Conflict happens everyday! Conflict Resolution Can be internal conflict or external conflict Conflict doesn’t have to stop us from interacting with others We can learn strategies to address and resolve conflict Conflict Resolution IDENTIFICATION NEGOTIATE COMPROMISE ACTION All parties have to be willing to work it out Emotions are initially high… then you need time to become rational Conflict Resolution Need to state the facts and ask neutral questions to remove defensive responses All items need to be considered Come to an agreement that is agreeable to everyone involved This is a skill! Professionalism So it can be trained And it takes a long time to perfect and is actually continuously evolving Accountability Altruism APTA Core Values Compassion / caring Excellence Integrity Professional duty Social responsibility PT Specific Generic Abilities ◦ Commitment to Learning ◦ Problem Solving ◦ Interpersonal Skills ◦ Professionalism ◦ Communication Skills ◦ Responsibility ◦ Effective Use of Time and Resources ◦ Critical Thinking ◦ Use of Constructive Feedback ◦ Stress Management ◦ Instructors / Cis will share expectations ◦ Provide opportunities ◦ Ongoing assessments ◦ Provide feedback Facilitating Professionalism ◦ Structure growth ◦ Impose consequences “People form personal standards partly on the basis of how significant persons in their lives have reacted to their behavior.” – Bandura, 1991 Dress code? Communication? Professionalism Examples • • • • School? Teachers? Classmates? Clinical Instructors? Clinical? Patients? Colleagues? Closing Discussion Points 11 Things That Require ZERO Talent Being on time. Making an effort. Being high energy. Having a positive attitude. Being passionate. Using good body language. Being humble and coachable. Doing a little extra. Being prepared. Having a strong work ethic. Be a kind human being.