Caring Communication Skill: Giving the Gift of Positive Regard



53065189400Caring Communication Skill: Giving the Gift of Positive RegardWhen you appreciate, thank, or admire a patient, family member, or coworker, you’re giving a gift and your gift feels personal and caring. This strengthens your relationship. Giving the gift of positive regard also helps you—to stay focused on the good in others. This may be a gift you receive in return.Get in the habit of communicating positive regard when everything is going smoothly. A good time is when you say goodbye to your patient, family member, and coworker.Cue yourself to communicate positive regard, especially in the heat of the moment, when a person is acting ‘difficult’. Search for the goodness that might be hidden behind the person’s difficult words and behavior. Appreciate and praise the person for that.Generously thank or appreciate the patient for whatever you can. Patients don’t expect appreciation, because they see their providers as busy, busy, busy and not really focused on their actions. That makes thanking them particularly heartwarming.Opportunities for Positive RegardThank patients for:Thank family members for:Speaking up to tell me a concern, a feeling or needTheir cooperationTheir helpfulnessTheir courageThe effort they put into doing what they need to do for their healthTheir patienceTheir humor during tough timesTheir understandingInspirationCaring so much Their interest and concern in making the right things happenTheir patienceTheir visible support; helping outSpeaking up to tell me how they feel or what their family member needsEncouraging their loved one to cooperate(When they complain) Wanting what’s best for their loved oneWhen people are cool……SituationStatement of Positive RegardPerson has waited a long time.I realize we’ve kept you waiting a long time. I am very grateful that you’ve been so patient. Thanks so much.Person has been a cooperative patient.We’ve been through a lot together today, and I just want you to know how great you’ve been through this.Parent gives you a nice compliment as they introduce you to a family member.I really appreciate your saying that.Physician is very attentive and calming to one of your patients.You know, Dr. Smith, I really admire the way you were so calm and reassuring to Jill. I’m sure she feels safe in your good hands.When the heat is on….SituationStatement of Positive RegardWhen the person complainsI appreciate you speaking up about this!Person is getting frustratedI can see it’s difficult. It looks like it takes real courage on your part.Person is expressing impatienceYou’ve been really patient and I appreciate it.Changing the plan or communicating a delayThanks for being understanding even though this is inconvenient for you.Family member is very upset/angryI admire your commitment to your mom’s carePerson has been a good sport about resolving a disagreementWe’ve been through a lot on this issue and I just want you to know how great you’ve been. I really appreciate your willingness to compromise on this.Giving the Gift of Positive Regard: Worksheet for Staff PracticeSituationWhat can you say to thank, admire or appreciate this person?Family member insists on staying in room during procedure. Patient seems uncomfortable about that. Coworker is resentful about answering your phone line while you’re away from your deskPatient asks a lot of questions.Patient complains about the servicePatient calls again and again for an earlier appointment.Coworker complains angrily that she is doing more than her fair share of the workPhysician is impatient with you and pushes you to hurry up.Source: Physician Entrepreneurs: The Quality Patient Experience by Wendy Leebov, 2008. ................
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