Professionalism and Communication
Patient Whisperer: Compassionate Care for Challenging Situations
Recorded on Friday, January 29, 2010 at 11:00 am (ET)
The Renal Network, Inc. is collaborating with five other Networks across the country to better address concerns of patients. Staff professionalism and communication problems between patients and staff emerged as two of the most frequently reported complaints.
To address the overall concerns of patients and to assist staff in their efforts to deal with communication concerns and questions regarding professional behavior, the Networks offered a free WebEx training program for facility staff. The session is designed to assist staff in developing skills to better interact and build rapport with patients and to learn about effective communication techniques and professionalism.
The presentation and resources from this program are posted here to view online at your convenience. If you have questions or want more information, contact the Patient Services Department at 317-257-8265.
Please download and complete a brief evaluation form to help us provide quality programs.
Presentation:
Kathi Niccum, Ed.D.
This presentation focuses on effective communication techniques and professionalism. The session is designed to assist staff in developing skills to better interact and build rapport with patients.
View Recording of 1/29/2010 WebEx Presentation [Playback may require installation of WebEx player.]
Handouts:
Before viewing the presentation, please download and/or print the following:
- Presentation Handout (accompanies the WebEx presentation)
- Presentation Notes (accompanies the WebEx presentation)
- Presentation References (download or view links below)
- Presentation evaluation (Please take a few moments to complete this online evaluation.)
Tools:
- Dialysis Patient/Provider Conflict (DPC) Toolbox
- Healthcare Team Agreements/Behavior Contracts
- Motivational Interviewing
- Patient Coaching
References:
- Anderson, B.J. (2003). Cowboys and horse whisperers: changing paradigms of diabetes education and care. Diabetes Spectrum, 16, 269-272.
- APA Help Center (2004). Controlling anger – before it controls you. http://helping.apa.org/articles/article/php?id=29. American Psychological Association.
- APA Help Center (2004). Strategies for controlling your anger. http://helping.apa.org/articles/article/php?id=30. American Psychological Association.
- BBC News (2001). Pupils hear from horse whisperer. http://news.bbc.co.uk/1/hi/education/1526630.stm. BBC News.
- Hill, A. (2005). The horse whisperer is called in to tame children. http://observer.guardian.co.uk/uk_news/story/0,3903,1436542,00.html. The Observer.
- Levine, J. (2004). Trust can we create the time? Archives of Internal Medicine, 164, 930-932.
- Levinson, F. The horse/human connection. www.wayofthehorse.org. Franklin Levinson’s World of Equestrian Adventures & Horsemanship.
- Levinson, F. The Maui horse whisperer experience. www.wayofthehorse.org. Franklin Levinson’s World of Equestrian Adventures & Horsemanship.
- Levinson, F. Training through ‘trust’. www.wayofthehorse.org. Franklin Levinson’s World of Equestrian Adventures & Horsemanship.
- Marshall, M. (2002). How the horse whisperer trains a wild mustang in 30 minutes. http://teachers.net/gazette/JUN02/marshall.html. Teachers.net Gazette.
- Miller, W.R. (2000). Motivational Interviewing: IV some parallels with horse whispering. Behavioural and Cognitive Psychotherapy, 28, 285-292.
- Miller, W.R., Rollnick, S. (2004). Talking oneself into change: motivational interviewing, stages of change and therapeutic process. Journal of Cognitive Psychotherapy: An International Quarterly, 18 (4), 299-308.
- Participant Guide (2004). Coaching patients for success: strategies to enhance dialysis patient education through motivational interviewing. A CE Activity.
- Pieratti, D. From the horse’s mouth: the humanity of horse whispering. http://zine375.eserver.org/horse.html.
- Osborne, M. (1997). Staying in the question – the most powerful dental patient communication tool you can use – part 1. Practice Renewal.
- Rollnick, S., Miller, W. (1995). What is Motivational Interviewing? Behavioural and Cognitive Psychotherapy, 23, 325-334.
- Wood, P. (2004). Secrets of the people whisperer. Ebury Press, Random House. London.