promising practices ensuring clients’ retention of information
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Promising Practices Ensuring Clients’ Retention of Information. Presenters: Lynde Yasui- Toronto Joseph Oywak- Kitchener - PowerPoint PPT PresentationTRANSCRIPT
Promising PracticesPromising Practices
Ensuring Clients’ Ensuring Clients’ Retention Retention
of Informationof Information Presenters: Presenters:
Lynde Yasui- TorontoLynde Yasui- Toronto
Joseph Oywak- KitchenerJoseph Oywak- Kitchener
Pradeep Navaratna- HamiltonPradeep Navaratna- Hamilton
Ahmed Mohammed- HamiltonAhmed Mohammed- Hamilton
MemoryMemory
Working Memory (Short term) & Working Memory (Short term) & Long Term Memory Long Term Memory
Three process involved in Three process involved in memorymemory
Encoding, Storage and Retrieval Encoding, Storage and Retrieval or Register, Retain and Recall or Register, Retain and Recall informationinformation
RetentionRetention
Retention is the proportion of Retention is the proportion of learned information that is learned information that is retained or remembered—the flip retained or remembered—the flip side of forgettingside of forgetting
Our aim is to increase retention Our aim is to increase retention and decrease forgetting and decrease forgetting
Teaching tools and Teaching tools and retentionretention
Adults remember about:Adults remember about: 20% of what they hear. 20% of what they hear.
30% of what they hear and see. 30% of what they hear and see. 50% of what they hear, see and write. 50% of what they hear, see and write. 70% of what they hear, see, write and 70% of what they hear, see, write and practice. practice. 95% of what they hear, see, write, 95% of what they hear, see, write, practice practice
and teach. and teach.
Why people forgetWhy people forget
Interference of new information Interference of new information with old information with old information
Decay of unused information Decay of unused information Long retention intervals Long retention intervals Humans forget a lot at first but Humans forget a lot at first but
over time the rate of forgetting over time the rate of forgetting decreases decreases
Why people forget-Why people forget- cont.cont.
InterferenceInterference Interference theory -- People forget Interference theory -- People forget
information because of interference from information because of interference from other learned information other learned information
Two types of interference: retroactive and Two types of interference: retroactive and proactiveproactive
Retroactive interference happens when newly Retroactive interference happens when newly learned information makes people forget old learned information makes people forget old information information
Proactive interference happens when old Proactive interference happens when old information makes people forget newly information makes people forget newly learned informationlearned information
PTSD and Learning PTSD and Learning abilitiesabilities
Some of the symptoms of Post Some of the symptoms of Post Traumatic Stress Disorder: Traumatic Stress Disorder:
- Memory loss- Memory loss - Lack of concentration- Lack of concentration - Distrust of strangers- Distrust of strangers - Fear of groups - Fear of groups - Fear of authority figures- Fear of authority figures - Anxiety- Anxiety - Depression- Depression
Resettlement Experience Resettlement Experience and Learning Abilitiesand Learning Abilities
FatigueFatigue Culture shockCulture shock AnxietyAnxiety StressStress ConfusionConfusion Jetlag ( day/night biological clock)Jetlag ( day/night biological clock) Dependency on staffDependency on staff
Methods to Improve Methods to Improve RetentionRetention
Relate…..Relate….. Visualize – Practical… Visualize – Practical… Refresh and Practice…Refresh and Practice… Teach others…Teach others…
From Theory to PracticeFrom Theory to Practice
Based on above theories, we increase Based on above theories, we increase clients’ information retention by…clients’ information retention by…
Providing a cordial, safe and a relaxed Providing a cordial, safe and a relaxed learning environment…learning environment…
Not overloading information…Not overloading information… Building on their current knowledge…Building on their current knowledge…
Retention of Retention of InformationInformationBest PracticesBest Practices
Joseph OywakJoseph OywakOrientation CoordinatorOrientation CoordinatorK-W Reception CentreK-W Reception CentreKitchener, OntarioKitchener, Ontario
I hear – I forgetI hear – I forget
I see – I rememberI see – I remember
I do – I understandI do – I understand
PreparationPreparation
Study client’s assessmentStudy client’s assessment Share experience with co- workersShare experience with co- workers Interact with clients in the houseInteract with clients in the house
““If I had eight hours to chop down a If I had eight hours to chop down a tree I’d spend six sharpening my tree I’d spend six sharpening my
axe”axe”
LincolnLincoln
Tailor Orientation According Tailor Orientation According to Client’s Needto Client’s Need
Master Resource ListMaster Resource List
Avoid handing out too many papers Avoid handing out too many papers toto
clients clients All important information on one All important information on one
pagepage Use different colors (highlighter) to Use different colors (highlighter) to
underline or circle underline or circle
Marking specific sites on the map Marking specific sites on the map attached to resource list attached to resource list
Encouraging clients to write own Encouraging clients to write own remarks in their language to remarks in their language to personalize itpersonalize it
Use of Power PointUse of Power Point
Power Point Power Point Presentation:Presentation: One slide, one ideaOne slide, one idea Simple words and short sentencesSimple words and short sentences Use only a few hundred wordsUse only a few hundred words Make sure that visual ideas are clearMake sure that visual ideas are clear
Presenting photos of actual Presenting photos of actual community landmarks that community landmarks that
clients will accessclients will access
Involving Life Skill Workers Involving Life Skill Workers and Peer Health Workerand Peer Health Worker
Homelike dwelling at Reception Homelike dwelling at Reception Centre allows for lots of hands on Centre allows for lots of hands on sessionssessions
Interacting with clients in home Interacting with clients in home environmentenvironment
Involving volunteers to Involving volunteers to accompany clients by bus to the accompany clients by bus to the
key locationskey locations
MotivationMotivation Establish the trust at the beginningEstablish the trust at the beginning
““I remember when I came to Canada”I remember when I came to Canada” Relate to clients with your own Relate to clients with your own
experienceexperience See things from their point of viewSee things from their point of view Monitor their emotional reaction all Monitor their emotional reaction all
the timethe time Be enthusiasticBe enthusiastic
InformationInformation Focus only on essential Focus only on essential
informationinformation It is not possible to remember too It is not possible to remember too
much information at oncemuch information at once Absorb feedback from client Absorb feedback from client
periodicallyperiodically Repeat points several times in Repeat points several times in
different waysdifferent ways Involve them to repeat some keyInvolve them to repeat some key
informationinformation
Complicated vocabularyComplicated vocabulary
Avoid using complicated vocabularyAvoid using complicated vocabulary
Example:Example:
The landlord will take The landlord will take legallegal action action against you if you break the leaseagainst you if you break the lease
Thank you!Thank you!
When I go and do,When I go and do,
I will understandI will understand
Joseph OywakJoseph Oywak
Best PracticesBest PracticesBy Lynde YasuiBy Lynde Yasui
COSTI Reception CentreCOSTI Reception CentreToronto, OntarioToronto, Ontario
Designing the Designing the Orientation SessionOrientation Session
RAP Orientation Delivery RAP Orientation Delivery Model * is flexibleModel * is flexible
Ongoing Client Ongoing Client Assessment/Client FeedbackAssessment/Client Feedback
Designing the Designing the Orientation SessionOrientation Session
Focus on outcome – build Focus on outcome – build sequence of information sequence of information
Creation of compatible new toolsCreation of compatible new tools
Additional Support ToolsAdditional Support Tools
BurmeseBurmese Karen/S’gaw Karen/S’gaw
Additional Support ToolsAdditional Support Tools
Iranian/ Azari-TurkishIranian/ Azari-Turkish
Additional Support ToolsAdditional Support Tools
IFHIFH OHIP OHIP
Additional Support ToolsAdditional Support Tools
Powerpoint PresentationPowerpoint Presentation
Additional Support ToolsAdditional Support Tools
Photos from Powerpoint PresentationPhotos from Powerpoint Presentation
Additional Support ToolsAdditional Support Tools
OrganizerOrganizer
Additional Support ToolsAdditional Support Tools
OrganizerOrganizer
Checking Retention of Checking Retention of InformationInformation
Case Scenarios – (e.g. You are Case Scenarios – (e.g. You are given an appointment to see a given an appointment to see a dentist. What documents do you dentist. What documents do you take with you?take with you?
QuizzesQuizzes
Reinforcing InformationReinforcing Information
Key point ReviewKey point Review
On-site orientations (e.g. On-site orientations (e.g. housing)housing)
“ “hands-on” experience (e.g. hands-on” experience (e.g. visits to the pharmacy)visits to the pharmacy)
Linkage to follow-up services Linkage to follow-up services while at COSTI (e.g. Life skills, while at COSTI (e.g. Life skills, ISAP)ISAP)
Resettlement Assistance ProgramResettlement Assistance ProgramAhmed Mohammed Ahmed Mohammed
Hamilton, OntarioHamilton, Ontario
1- Entry Transitional 1- Entry Transitional PeriodPeriod
Minimum of three days Minimum of three days Introduction of the staff Introduction of the staff Safety orientation and responding Safety orientation and responding
to emergency health situations to emergency health situations Life skills: Room management and Life skills: Room management and
neighborhood tourneighborhood tour Handout agenda and planHandout agenda and plan Welcome circle and CMHOPWelcome circle and CMHOP
Entry and Exit Transitional Entry and Exit Transitional PeriodsPeriods
Refugee camp
PermanentHome
InHamilton
RAP Basic Orientations
HotelEntry Exit
RAP Basic Orientations
2- measured and 2- measured and comprehensive comprehensive
orientationorientation Give clients enough time to understand Give clients enough time to understand
what they’re learning and to think what they’re learning and to think about asking or answering questions.about asking or answering questions.
Limit the day to a max of 4 hours of in-Limit the day to a max of 4 hours of in-class orientationsclass orientations
Repeat directions, step by step, and Repeat directions, step by step, and then have clients repeat them and then have clients repeat them and demonstrate that, they know what to demonstrate that, they know what to do. do.
3- Client teaching clients3- Client teaching clients
Let clients know that one of them Let clients know that one of them will teach tomorrow.will teach tomorrow.
Have one client to teach others Have one client to teach others about one thing they have learned about one thing they have learned the day before.the day before.
Have interpretation to EnglishHave interpretation to English Let other clients ask questions and Let other clients ask questions and
evaluate the “teacher”evaluate the “teacher” Reward the “teacher”Reward the “teacher”
4- On-site orientation4- On-site orientation
Provide clients with “on-site” Provide clients with “on-site” orientations as often as possibleorientations as often as possible
Housing orientation Housing orientation Life Skills training Life Skills training
5-Exit Transitional Period5-Exit Transitional Period
Secure the house and order furniture as Secure the house and order furniture as soon as possible.soon as possible.
Have clients receive the furniture, and Have clients receive the furniture, and provide in-house Life Skills training, provide in-house Life Skills training, apartment and building management.apartment and building management.
Return clients to the hotel for Return clients to the hotel for continuing orientations.continuing orientations.
Clients visit their house everyday until Clients visit their house everyday until they finish the shopping before they they finish the shopping before they move in.move in.
6- Follow-up orientation6- Follow-up orientation
Provide this orientation every three Provide this orientation every three month for those who arrived 2-3 month for those who arrived 2-3 moths before.moths before.
Review most important part of the Review most important part of the RAP Basic Orientation Package.RAP Basic Orientation Package.
Ask and answer questions Ask and answer questions Have clients to exchange experiences Have clients to exchange experiences
and knowledge.and knowledge. Ask clients to fill-out RAP services Ask clients to fill-out RAP services
evaluation form. evaluation form.
Prepared ByPrepared By
Resettlement Assistance ProgramResettlement Assistance Program Lynde Yasui- TorontoLynde Yasui- Toronto Joseph Oywak- KitchenerJoseph Oywak- Kitchener Pradeep Navaratna- HamiltonPradeep Navaratna- Hamilton Ahmed Mohammed- HamiltonAhmed Mohammed- Hamilton
Vancouver, BCVancouver, BC Feb. 22, 2007Feb. 22, 2007