Professional Communication 4

1. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
1
20 marks/ 5 questions
Write legibly
1. Review of key active listening skills.
 Clarifying
 Empathy
 Summarizing
 Paraphrasing
For each of the skills write
a) How you actually do the skill
Clarifying – There are 3 ways to clarify with questions: an open-ended question, a
closedendedquestion or a clarifying question which intuits the needs or the issue.
a. Open ended questions – Opens for further discussion with use of what, when,
who, where, and how.
b. Closedendedquestion – whenyouwant to focusthe clienton a specificpiece of
information. Any question that can be answered with a yes or a no.
c. Intuitive clarifying questions – seek to identify the underlying concern.
Empathy – Expresses feelings plus a reason. Includes an empathetic stance, that is
relaxed,softexpressionperhapsatouch or silence.The helpertentativelynamesthe
feelingand reflects it back and links it to a reason. May involve helper paraphrasing,
not offering judgments, need active listening and intention to care.
Summarizing – By providingaconcise review.Use to recheckaccuracy, to interrupta
long flow of speaking and then to move on by letting themknow you’ve got the key
points. Pulls several ideas and feelings together. Need active listening skills.
Paraphrasing – Restate the client’s message in your own words to ensure you
understand the whole message. Use statement intonation instead a question
intonation. Respond briefly and succinctly to the whole content.
b) Why is it important for active listening?
Active Listeningisimportantbecause it:
a. Conveysinterest,caringandrespect
b. Conveysunderstandingandsupport
c. Ensuresthat we know whatto do
d. Elicitmore accurate informationfromclientsabouttheirwell-beingandhistory
e. Facilitatesaccurate assessmentof clients’needsandproblems
f. Empowerclientstohelpthemselvesthroughexplorationsandproblemsolving
g. Demonstrate professional,ethical andlegal responsibility
c) The degree you use this skill currently and why?
For me active listeningissoimportantinany conversation/communicationthatIdo.
For the reasonthat I don’twant tocommitany error/mistake.Itissoimportantfor
me to listen attentivelytomypatients’concernssothatI can provide theirneedson
time.
(4 marks)

2. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
2
2. a) Identify 3 roadblocks to listening that you observe in yourself or others.
For myself I observed that when talking to someone I am fun of giving advice, providing
solutionsorsuggestions.SometimesIimmediatelyinterpret,analyze,diagnose inmymind
whatthe otherparty issayingwithoutcompletelyhearingtheperson. Ieasily praise anidea
from someone and agree to it even without deeply contemplating the meaning of it. For
others, I noticed that they are fun of name-calling, making a person look ridicule in an
attemptto shame a person.Some people are sobossythat theytendto order,direct,and
command someone, trying to manipulate the person, so that in the end this person will
lose their dignity and become their own puppets.
b) Identify 1 roadblock you tend to use when listening
I usuallylose myattentionatthe middle of aconversation,orletussay I have a short
attentionspan.Soinorder forme to finishaconversationandnotstayin there forso
longI usuallywithdrawfromthe conversation.If atopicof a conversationdoesnot
seeminterestingtome Iusuallydivertthe speakertoadifferenttopicthatinterest
me,sometimesItryto distractthe personwhois talkingforhimto stop,so thatwe
can move on a differenttopicthatIlike todiscuss.
 Why do you think you use it?
I have an attitude of beingnarcissistic,Iam aware of this behavior.Ilike it when
the focusis withme.I thinkitismy personality.Iknow thistraitof mine isa
negative one,itusuallyputme inabad positon.
 What strategy do you have to avoid it?
To avoidthisroadblockI mentioned,IthinkIneedtolistenandrespondwitha
genuine interest.Tobe honestisthe key,forexample if the conversationdoesn’t
seeminterestme Ineedtoinformthe otherpartythat I don’twant to talkabout
it thanbeingnaïve justchangingthe topicright awaywithoutthe consultation
done withthe otherparty. Anotherthing,isthat I needtobe humble,patience,
accommodatingbylisteningtootherpeople stories,notjumpingtoconclusion,
avoiddistractingthe otherpersonwhile he istalking,andlastlynotinfluencing
otherpeople opinions.
(3 marks)

3. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
3
3. The skill of giving feedback is linked to trust in the workplace. Using the
example below, outline specifically what you would say and do to give
feedback assertively to your co-worker.
Example: You are working in a small facility. Recently, the medical unit has
a new director (Kim). Not everyone is happy with the change.
Specifically you overhear Dana an experienced nurse and
coworker, criticizing the new director, Kim, to other staff, families
and patients. Dana is saying “She (Kim) will never make it here”
or “They picked the wrong person for the job” or “She has no
people skills”.
a) Outline the steps you would take to give your co-worker, Dana,
feedback.
Stepsfor GivingFeedback:
1. Make the decisionto:
- Give feedbacktosomeone aboutabehavior,describethe behaviorto
yourself andhowyoufeel/feltaboutit.
2. Before you approach (whenyou see the person):
- Assess:Are youreadyto dothis rightnow?Is the environmentappropriate?
3. Approach
- Acknowledgethe personwitharelaxedandassertive greetingandcomment.
- From theirresponse,assessthe person’sreadiness,mood,andtone.
- Dependingonthe response,continueordecide “now isnotthe time”
4. Introduce the topic
- I’dlike totalk to youfor a few minutesabout_____. Is that oakywithyou?”
- Pause:Listenandobserve.Dependingonresponse.
5. Time and place
- You may needtomove and/oragree to a differenttime forthe conversation.
6. Stepsto Give Feedback
a. Thanksfor takingthe time to talkto me about ____. Pause
b. One positive orneutral commentaboutthe topic.Pause
c. Permission:Ihave one thingI wouldlike togive youfeedbackon.Wouldyou
be willingtohearit?Pause
d. The feedback:state the behaviorandhow itmade you feel,inone sentence.
e. STOP andLISTEN
f. Listen:donot tell the personhow youthinkthe behaviorshouldchange.Trust
that theywill hearthe feedback.Theymaynotagree,orchange the behavior.
g. If the personbecomesdefensive(make excuses) youcansay:“My intentionis
to helpyou”.
h. Thank the personforlistening.
i. Offertoreceive the otherperson’sfeedbackinthe future.

4. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
4
Scenario:Youare workingina small facility.Recently,the medical unithasanew director
(Kim).Noteveryoneishappywiththe change.SpecificallyyouoverhearDana
an experiencednurse andcoworker,criticizingthe new director,Kim, toother
staff,familiesandpatients.Danaissaying “She(Kim) will never makeit here”
or “They picked the wrong person forthejob”or “She hasno people skills”.
b) What specifically would you say and do?
Step 1: “Hi Dana, how are you?”
Dane: I’m okay
Step 2: “I’d like to talk to you for a few minutes about our new director Kim.
Is that okay with you?”
Dana: Yes
Step 3: “Is this the perfect time and place for us to have the conversation?”
Dana: Nope. Let’s go to the office. (While in the office)
Step 4: “Thanks for taking the time to talk to me about our new director Kim.”
Dana: No worries. What do you want to say to me?
Step 5: “We are working for a long time and we always have a good
relationship, and I have one thing I would like to give you feedback on. Would
you be willing to hear it?”
Dana: Yes
Step 6: “Yesterday, I overheard you talking to the other staff, the patients and
their families about our new director Ms. Kim and even made a comment that
she will not make here for long and they pick the wrong person for the job, and
I do feel dismayed about it.”
Dana: If appropriate behavior is shown.
Step 7: “What do you think?”
Dana: If becomes defensive (make excuses).
Step 8: “My intention is to maintain a good working relationship with you.”
Dana: I’m sorry for that I will not do it again.
Step 9: “Thank you for your time in listening to me.”
Step 10: “If you would like to give me feedback, I’d be happy to hear it.”
(4 marks)

5. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
5
4. Receiving feedback without defending is an assertive skill.
Identify and describe at least 8 points to keep in mind and carry out when
receiving feedback assertively.
How to receive Feedbackassertively:whenyoudon’t expectit
1. Oftenpeople givegeneral,broad,negative,unhelpful statementsasan attemptto
give feedback.
Tip to manage:
 Say to yourself:“That’satrigger”and watch itgo by and come underneathand
deal withthe issue.
 You don’thave to take wordspersonally.
 Resistcounterattack.
2. Take a deepbreathandremindyourself DON’TDEFEND!
3. Observe yourself andyoureactionsallowsyoutostay“incontrol” andlistentothe
otherperson.
4. Askfor more by askingthemforspecifics.These youcandeal with.
5. Use youractive listeningskillstoclarifythatyouare hearingcorrectly.
6. Askfor more:thisisparadoxical butit putsyouin control.Withthe feedback,you
may justdo a betterjoband youare controllinghow youreceivethe feedback.
7. Remember:Youhave a rightto make mistakes.Youneedtomake mistakestolearn.
You are fine.Theymaysoundlike theyare attackingbutitis onlybecause theylack
skills.Listenforspecifics.
8. Active listening,paraphrasinginyourown words.Summarize everythingbeing
discussed.Alwaysthanksthe persongivingyouthe feedback.
(4 marks)

6. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
6
5. Dealing effectively with angry patients, co-workers and families is required.
Using the following example, identify key points you need to keep in mind
when effectively diffusing an angry person.
Example: The wife of a LTC resident who died the previous evening
approaches you and is visibly upset. She tells you that on the
previous shift she was advised by the nursing staff to go home
and get some rest. The staff assured her she would be called if
there was any change is her husband’s condition.
The day nurse called the wife explaining that her husband had
dies during the night. This call came at 7:15 a.m.
Also, when the wife complained that she wanted to be with her
husband, the day nurse apparently responded “Well one of our
palliative care volunteers was with him when he died so he wasn’t
alone.”
a) Identify 3 reasons why the wife might be upset.
a. First Reason – The wife was “assured” bythe staff thatshe will be calledif there
was anychange on her husbandcondition.She gotcalledbutitwasalreadytoo
late.The eveningshiftnurse couldhave call herrightawaywhenherhusbandis
aboutto die to informher,notwaitingformorningnurse tocall the wife.
b. SecondReason – The wife wantstobe withherhusbandduringhislastbreathbut
because of whathappen,she isnot there whenherhusbanddied.
c. Third Reason – The nurse response tothe wife isnotappropriate.There is no
feelingof empathy.Forme itsoundlike the respondof the nurse isbeingtoo
defensive.
b) Identify at least 5 things you would do to effectively diffuse the wife and
begin collaborating with her.
1. Speakina calmvoice witha moderate tone.Buildtrustandenhance relationship
by showingyouare interestedinlisteningtoher.
2. Showinterest,respectandopennesstowardsthe wifeexperience.
3. Activelylisteningtothe wife concernandshow intentiontocare.
4. Conveyunderstandingof the feeling shownbythe wife,defuseherangertension
and resentment.
5. Reduce/Stopdefensiveness,notmakinganyjudgmentsoranevaluationof the wife
feelings.
c) Identify 3 things you would NOT do.
1. Beingdefensivetothe wife concerns.
2. Startinga conflictbynot recognizingthe wife concerns.
3. Beingapologeticandfeel sorrytowhathappentoher husband.Asa healthcare
providerwe can’tbe apologetic,insteadwe needtounderstandthe feelingsof the
personaffected.

7. Professional Communication Level 4
Simulation Preparation In-Class Assignment
Student First and Last Name: Dave Jay S. Manriquez
7
d) What things should you, as a nurse, keep in mind when listening to a
client or family member who has experienced a loss? (For example: the
nurse knows that grief is a normal reaction to loss)
Beingopenmindedthatthisthingshappen anddeathisinevitable.Don’tbe apologetic
or feel sorryforwhat happen,insteadunderstandthe feelingsof the personinvolve to
start collaboratingwiththem.Stopsobeingdefensiveinsteadshow some interest,
respect,andopennesstothe personvoicingouttheirconcerns.Beingthere,staying
withthe personaffected withthe loss,showingcare,andcomfortalreadybringsa good
impressiontothe remaininglove onesof the personwhodiedthatyouare there willing
to hearthem.Afterall,yourultimate goal istolessentheirpainintheirgrieving
process.
(5 marks)