Warrior CareEffective Communication

with the Service Member and Family

August 21, 20181:25 p.m.

Image Source: Warrior Care staff. (c. 2013) WCP Logo RGB [JPEG file].

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Presenter(s)/Moderator

Barbara Wilson, MEdSenior Program Manager

Education and Training (J7)Defense Health Agency

Arlington, VA

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Disclosures• Presenter(s) have no relevant financial or non-financial relationships to disclose relating to the

content of this activity; or presenter(s) must disclose the type of affiliation/financial interest (e.g. employee, speaker, consultant, principal investigator, grant recipient) with company name(s) included.

• The views expressed in this presentation are those of the author and do not necessarily reflect the official policy or position of the Department of Defense, not the U.S. Government.

• This continuing education activity is managed and accredited by the Defense Health Agency J7 Continuing Education Program Office (DHA J7 CEPO) in collaboration with the Professional Education Services Group/AffinityCE (PESG/ACE), DHA J& CEPO and PESG/ACE as well as all accrediting organizations do not support or endorse any product or service mentioned in this activity.

• DHA J7 CEPO and PESG staff, as well as activity planners and reviewers have no relevant financial or non-financial interest to disclose.

• Commercial support was not received for this activity.

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Learning Objectives

After completing this briefing, you should be able to do the following:

• Plan three ways to create an ideal setting for meetings

• Compare information-gathering techniques

• Describe a successful introduction statement from an Recovery Care Coordinator (RCC) to a recovering Service member

• Apply effective communication tips

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Establishing a Relationship – A Credible Foundation

Why is the first meeting so important?

• Get to know each other

• Create a bond

• Begin to develop trust

• Build a foundation

• Make a good first impression

Image Source: Powerpoint (Office 2007) [Computer Software]. MP910216391_hands. [PNG file]. Redmond, WA: Microsoft.

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Respect Diversity• Commit to putting aside your own

biases (We all have them!)

• Recognize stereotyping and reframe your thoughts

• Focus on empathy

Important Definitions:

• Diversity: Psychological, physical and social differences that occur among any and all individuals, including but not limited to race, ethnicity, nationality, religion, socioeconomic status, education, marital status, language, age, gender, sexual orientation, mental or physical ability, and learning styles.

• Inclusion: The act of creating environments in which any individual or group can be and feel welcomed, respected, supported, and valued to fully participate. An inclusive and welcoming climate embraces differences and offers respect in words and actions for all people.

Image Source: Powerpoint (Office 2010) [Computer Software]. MDP_paperdoll. [PNG file]. Redmond, WA: Microsoft.

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Preparing for the Initial Meeting• Gather information

– Read the available background information on the recovering Service member prior to the meeting

– Make sure they don’t have to tell their story yet again

• Be prepared– Forms– Business cards– Computer and phones

Powerpoint (Office 2010) [Computer Software]. Important_information_logo. [PNG file]. Redmond, WA: Microsoft.

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Planning Your Elevator Speech• You have to explain what you do

and what you bring to the table

• It has to roll off your tongue

• One sentence is usually enough

• Your second word should be a verb

• You have to believe it

• Give it attitude

• Stop talking

• Leave them wanting more

• Market your services!

Have a few elevator speeches in your toolkit for initial meetings with any of the following:

1. Recovering Service Member

2. Family/Caregiver

3. Command

4. Recovery Team

5. Someone unfamiliar with what you do and unrelated to your work

Image Source: Powerpoint (Office 2010) [Computer Software]. 578px-Aiga_elevator.[PNG file]. Redmond, WA: Microsoft.

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Elements of the Initial Meeting

How we meet

• Phone calls• Walk-ins• Referrals: self,

command, Nurse Case Manager (NCM), friend, etc.

Who attends

• Service member

• Family member(s)

• Caregiver(s)• Children• Service dog

What to consider

• Set the stage• Environment—

5 senses• Post-Traumatic

Stress Disorder (PTSD) and Traumatic Brain Injury (TBI) triggers

• First impression

• Needs specific to the meeting place

Where

• Office• Public place

(restaurant, library, hospital, etc.)

• Outside• Telephone• Skype

Why

• To assess the current situation

• Begin to understand the needs

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Comprehensive Needs Assessment (CNA)Refer to the CNA Wheel to ensure that you cover the following critical areas of need with the Service member and family/caregiver:

• Administrative Information• Assistive Devices and Assistive

Technologies• Awards• Benefits and Compensation• Education and Training• Employment• Family Support• Finance• Gender-Specific• Homicide

• Housing• Legal• Medical Evaluation

Board/Physical Evaluation Board (MEB/PEB)

• Medical Care• Psychological Health• PTSD• Spiritual• Suicide• Transportation

Image Source: Warrior Care staff. (c. 2015) Needs Assessment Wheel. [JPEG file].

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Guiding the Meeting

• Keep in mind that needs must eventually translate to goals and action steps in the Care Plan

• Assess the recovering Service member’s ability to communicate his or her needs and wants

• Wall issues• Help them prioritize their needs • Ask “What keeps you awake at night?”

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Effective Communication Tips• Be aware of body language and

tone of voice• Ask open, probing questions• Paraphrase and summarize• Practice the four rules of ACTIVE

LISTENING 1. Seek to understand before you

seek to be understood 2. Give your undivided attention to

the speaker 3. Use silence effectively 4. Be non-judgmental

Image Source: Powerpoint (Office 2007) [Computer Software]. MP900443455_consultation. [PNG file]. Redmond, WA: Microsoft.

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Effective Communication Tips (cont.)

• Take notes and make eye contact• Listen, observe, and acknowledge negative

emotions• Offer positive suggestions, options, and

goal setting• Determine preferred communication: email,

telephone, text?• Provide contact information (in several

ways)• Wrap up and end the meeting tactfully

Image Source: Powerpoint (Office 2007) [Computer Software]. MP900422855_consultation2. [JPEG file]. Redmond, WA: Microsoft.

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When Things Get Difficult…

• Don’t take it personally

• Allow them to vent

• Explore the problem to find a solution

• Reschedule the meeting

• Set boundaries

• Remember safety

Image Source: Powerpoint (Office 2007) [Computer Software]. MC900078703_anger. [WMF file]. Redmond, WA: Microsoft.

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Meet Your New Client

Scenario Discussion: How would you “break the ice”

and guide the conversation with Captain Pitman?

Image Source: Powerpoint (Office 2007) [Computer Software]. MP900449075_silhouettes. [PNG file]. Redmond, WA: Microsoft.

Case 5: Captain PitmanCase History:• Serving at Petersen Air Force Base in Colorado• 8-yr tenure; two deployments to Afghanistan• 4 months ago, experienced severe lower back pain, vomiting,

blood in urine; originally treated for kidney stones• Finally received correct diagnosis: renal cell carcinoma• A few weeks ago, right kidney removed• Recovering at home; continuing chemotherapy; overseen by

both Hemo-oncology and Pain Management teams • Continues to describe pain as severe, not well managed by

OxyContinBackground:• Divorced with joint custody of 4-yr-old daughter, but has seen little of her due to his illness• Mother passed away; father has health problems and lives in OR; older brother is active duty

in Iraq; therefore, little-to-no family support• No friends close enough to help with daily activities or transportation to doctors’ appointments • Feels isolated; suffers from “unrelenting” depression and an ongoing drinking problem• Has been very happy with his career; very anxious to return to work

16Image Source: Powerpoint (Office 2007) [Computer Software]. MP900449075_silhouettes. [PNG file]. Redmond, WA: Microsoft.

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Key TakeawaysThe following are examples of important or key “take-away” messages:

• The first meeting is very important in establishing an effective relationship.

• Set aside biases.

• Prepare before the initial meeting and plan your elevator speech.

• Keep the Comprehensive Needs Assessment (CNA) in mind during communications with the Service member and family.

• Practice active listening.

• If things get difficult, follow guidelines to prevent a breakdown of communication.

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ReferencesDepartment of Defense Instruction. (2009). DoDI 1300.24 Recovery Care Coordination. Retrieved

from : http://warriorcare.dodlive.mil/files/2016/03/DoDI-Recovery-Care-

Coordination_1300.24.pdf

Department of Defense Task Force on the Care, Management, and Transition of Recovering

Wounded, Ill, and Injured Members of the Armed Forces. (2014). Reference Handbook of Key

Topics and Terms, Including updates from NDAA 2014. Retrieved from:

https://rwtf.defense.gov/Portals/22/Documents/Reference/fy2014reference.pdf

H.R. 4986 – 110th Congress. (2008). National Defense Authorization Act (NDAA) for Fiscal Year

2008. Retrieved from: https://www.gpo.gov/fdsys/pkg/CRPT-110hrpt477/pdf/CRPT-

110hrpt477.pdf

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How to Obtain CE Credit• After the activity, go to URL https://dhaj7.cds.pesgce.com

• Select the activity titled Recovery Care Coordinator Course.

• You will be taken to the login page. Enter your e-mail address and password. If this is your first time visiting the site, enter a password you would like to use to create your account. Select continue.

• Verify, correct, or add your information, including your profession(s).

• Proceed and complete the activity evaluation. You may be required to pass a posttest.

• Upon completing the evaluation, you may view, download, or print your certificate and/or statement of participation. Your CE record will also be stored here for later retrieval.

• The Web site is open for completing your evaluation for 14 days.

• After the Web site has closed, you can come back to the site at any time to print your certificate, but you will not be able to add any evaluations.