Module 3 Supportive Communication Module 3 Supportive Communication

Module 3 - Supportive Communication Module 3 Supportive Communication

Supportive Communication l Supportive communication conveys: • Empathy • Concern • Respect • Confidence Module 3 Supportive Communication 2

Learning Objectives l l l Recognize the values that accompany the most effective communication style Communicate effectively in challenging situations Describe communication elements that support resilience and self-help Be prepared to work with groups of people in a community setting Understand when and how to refer people to other professionals or organizations Module 3 Supportive Communication 3

Communication Values l l l l l Cultural competence Empathy Respect Genuineness Positive regard Non-judgmental Empowering Practical Confidentiality Ethical conduct Module 3 Supportive Communication 4

Interpersonal Communication Skills l Non-verbal l Listening l Giving Module 3 communication and responding feedback Supportive Communication 5

Activity # 9 – Personal Space l Activity: • Divide into two groups & line up across from each other • Listen for the instructor’s direction for Group A to • walk slowly toward Group B (silent & maintaining eye contact) When the member of Group B feels the facing member of Group A is getting too near their own personal space, the member from Group B should hold up their hand, and at that point the member from Group A should stop walking. Module 3 Supportive Communication 6

Activity # 9 – Personal Space (cont. ) l l l What signs of anxiety were evident? Does personal space extend to possessions? Is it ok to hug someone? Module 3 Supportive Communication 7

Non-verbal Communication l Non-verbal messages: l Every culture has meanings for different body movements • Posture • Facial expressions • Body language Module 3 Supportive Communication 8

Activity # 10 – Nonverbal expressions l l l Divide into pairs Turn to your partner, say hello, ask them how they are feeling and tell them how you feel – without using any words Share with the group your thoughts on the experience, and tell the group how your partner feels today Module 3 Supportive Communication 9

Increasing Trust and Confidence l General behaviors (depending on culture) to increase trust and confidence: • Face the speaker • Display an open posture • Keep an appropriate distance • Frequent and soft eye contact • Appear calm and relaxed Module 3 Supportive Communication 10

Listening and Responding l l l Seek to understand first, then to be understood Concentrate on what is being said Be an active listener (nod, affirm) Be aware of your own biases/values Listen and look for feelings Do not rehearse your answers Module 3 Supportive Communication 11

Listening and Responding (cont) l l l Pause to think before answering Do not judge Use clarifying questions and statements Avoid expressions of approval or disapproval Do not insist on the last word Ask for additional details Module 3 Supportive Communication 12

Ways of Responding l l l Ask mostly open-ended questions Address thoughts or feelings Paraphrase Avoid giving outright advice Remember your role as supportive helper Module 3 Supportive Communication 13

Activity # 11 - Interviewing Each person will be given 10 popsicle sticks. • • Divide into pairs. Interview each other to find out your interests in working in disaster response. Attempt to use only open-ended questions. If someone uses a close-ended question, the other person responds by giving them a popsicle stick. The person with the fewest sticks at the end wins. Module 3 Supportive Communication 14

Guidelines for Responding l l l Give subtle signals that you are listening Ask questions sparingly Never appear to interview the person Address the content (especially feelings) of what you hear without judging Focus on responding to what the person is really saying or asking Module 3 Supportive Communication 15

Activity # 12 – Supportive Statements l l As a class, generate a list of supportive statements that you would feel comfortable saying. Write down statements you would feel comfortable and natural saying. Module 3 Supportive Communication 16

Activity # 13 – Role-playing l Role play in groups of 3. Choose a role from the following list: • Helper • Client • Observer Module 3 Supportive Communication 17

Activity # 13 – Role-playing (cont. ) l l Spend about 5 minutes talking about an issue from the following list. The Helper should practice all the skills discussed so far. The Observer should provide feedback to the Helper. • Since the tornado, your children aren’t sleeping well and you think your teenage son should be over it by now. • All your family’s clothing was ruined by flood waters and you are feeling overwhelmed. • The insurance company is slow to help after the fire and you are stressed because your family has moved in with your sister and brother-in-law. Discussion – In the large group, discuss the role-play, how you felt and what you learned from the exercise. Module 3 Supportive Communication 18

Assisted coping Goal Help people cope for themselves, Don’t cope for people Module 3 Supportive Communication 19

Assisted Coping l Examples l Group solutions support helpful relationships and endure longer Focus on long-term emotional adaptation l • Social support • Self-help activities • Self-advocacy • Rehabilitation activities • Skill-building Module 3 Supportive Communication 20

Problem-Solving l l l Relax Identify the problem Brainstorm Evaluate Yes (choose one to say yes to) Encourage Module 3 Supportive Communication 21

Working with Groups l l l Define a group with an issue which will motivate active participation Psychological well-being comes from community participation and cooperative effort Sense of membership and worth can be derived from belonging to an effective group Module 3 Supportive Communication 22

Establishing a working group l l Regularly scheduled day and time for meetings Accessible (physical, proximity, cultural) Use a good facilitator Base group meetings on needs and desires of community members Module 3 Supportive Communication 23

Making Referrals Try to refer to: • Established professionals or organizations • l in the community prior to the disaster Consortiums of trusted organizations that have come together in the community since the disaster Always refer in consultation with your supervisor Module 3 Supportive Communication 24

When to Refer l l l A person hints or talks openly of suicide There is a possibility of abuse or any criminal activity The problem is beyond your training The problem is beyond your capability The problem does not fit the purpose of the community responder program. Module 3 Supportive Communication 25

When to Refer (cont. ) l l The person seems to be socially isolated The person has imaginary ideas or feelings of persecution You have difficulty maintaining real contact with the person You become aware of dependency on alcohol or drugs Module 3 Supportive Communication 26

When to Refer (cont. ) l l The person is engaging in risky or threatening behavior When you (the helper): • Are Restless • Feel Confused • Have bad recurring thoughts • Dream about the people or event • Feel you are the ONLY one who can help Module 3 Supportive Communication 27

How to Refer l l Inform the person about your intentions Present different options Assure them that you will continue your support until the referral is complete Arrange for follow up Module 3 Supportive Communication 28