Thursday, September 3rd (Session H4) - Achieving a Community of Caring by Making Compassionate Communication Universal

Session H4

Staff in long-term care are caring people. Yet, with heavy workloads and stress, it’s not unusual to become so task-oriented that they don’t COMMUNICATE their caring.  The result: residents, families and coworkers don’t experience them as the caring people they are.  Session attendees will learn a proven strategy for developing staff so every individual makes their caring visible and felt in everyday interactions. Attendees will experience the powerful Heart-Head-Heart Communication Model and the concrete skills that convey empathy and support and earn people’s trust and partnership.  The results:  life-affirming, satisfying resident experiences, appreciative families, and increased staff gratification and retention.

1. Identify the difference between being caring and communicating caring and articulate how communicating caring is essential to high survey scores.
2. Define and illustrate the Heart-Head-Heart Model and a set of concrete, learnable language skills that make caring visible in every interaction.
3. Identify a concrete plan for helping teams develop, master and use caring communication skills as the universal language that results in a pervasive, organization-wide culture of caring.

Jill Golde

Senior Vice President, Language of Caring, A Branch of Planetree International

Jill Golde brings over 20 years’ experience as a mission-driven consultant, trainer, and culture change specialist for a broad range of private and public sector organizations. She is an expert in organizational change, transforming healthcare cultures and the human-centered care, Jill is known for her genuine connection and caring, her sense of humor, her astute observation skills and her remarkable ability to share her perceptions in a constructive fashion. An engaging presenter, she weaves firsthand experience and mind-opening stories into her sessions. With her appreciative focus, Jill is an inspiring, effective coach and team-builder – helping internal people plan and implement with focus, efficiency, and enthusiasm. Full of integrity, she models the skills she imparts. Jill has consulted to many hospitals, health systems and medical practices, and trained thousands of healthcare staff in the skills that make the patient/resident and family experience anxiety-reducing, heartwarming, and healing.   She holds an M.S. in Organization Development from American University and a B.A. in Education from Washington University.

Laura Beck

Host

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(H4) Achieving a Community of Caring by Making Compassionate Communication Universal
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H4: Achieving a Community of Caring by Making Compassionate Communication Universal
2 Questions
2 Questions Please give us your feedback. Objectives: Identify the difference between being caring and communicating caring and articulate how communicating caring is essential to high survey scores. Define and illustrate the Heart-Head-Heart Model and a set of concrete, learnable language skills that make caring visible in every interaction. Identify a concrete plan for helping teams develop, master and use caring communication skills as the universal language that results in a pervasive, organization-wide culture of caring.
Quiz
10 Questions  |  Unlimited attempts  |  8/10 points to pass
10 Questions  |  Unlimited attempts  |  8/10 points to pass
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1.25 NAB credits  |  Certificate available
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Certified Dementia Practitioners Certificate
1.00 credit  |  Certificate available
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Nurses Certificate
1.00 credit  |  Certificate available
1.00 credit  |  Certificate available Nurses – This nursing continuing professional development activity was approved by the MARYLAND NURSES ASSOCIATION, an accredited approved by The American Nurses Credentialing Center’s Commission on Accreditation. Activity Code: BP20-03-901-1018. A total of 51.0 contact hours are possible.
Social Workers Certificate
1.00 credit  |  Certificate available
1.00 credit  |  Certificate available Social Workers – This program is Approved by the National Association of Social Workers (Approval # 886499991-2996) for 51.0 continuing education contact hours.
Activity Professional Certificate
1.00 credit  |  Certificate available
1.00 credit  |  Certificate available Live Programming - This educational offering was reviewed and approved by the National Certification Council for Activity Professionals for continuing education credits. Pre-approval has been given for 15.0 instructional hours of continuing education. Approval #NCCAP500927-21 Recorded Programming - This educational offering was reviewed and approved by the National Certification Council for Activity Professionals for continuing education credits. Pre-approval has been given for 48.0 instructional hours of continuing education. Approval #NCCAP5009282-21NT Otherwise, 1.0 instructional hours will be given for each session attended.
General Attendance Certificate
No credits available  |  Certificate available
No credits available  |  Certificate available
Recorded Session Certificate
Up to 1.25 medical credits available  |  Certificate available
Up to 1.25 medical credits available  |  Certificate available