Coaching Skills For Dealing With Demanding Patients
Nurses interact daily with patients who are in pain, frustrated, angry, fearful or confused. While nurses have outstanding clinical skills, they may not always have the best methods to successfully diffuse challenging patient situations. These interpersonal techniques are vital in maintaining excellent patient care.
Devra Korwin (Principal, INTERACTIONS) and Fern Gorin (Director, Life Purpose Institute) have combined their expertise to create this innovative program; Coaching Skills for Dealing With Demanding Patients. Devra Korwin has developed proprietary methods through her company, INTERACTIONS, for transformative coaching, effective communication, emotional intelligence, conflict resolution and stress management. Life Purpose Institute is an accredited Life Coaching Certification Program with an over 30-year history of providing comprehensive and innovative training to successful coaches worldwide.
This 6-hour program will offer coaching techniques and tools for successful patient interactions and workplace management. The program includes discussions, individual assessments, case studies, communication materials, and individual and group activities and exercises.
Provider Approved by:
The California Board of Registered Nursing
Provider #CEP16596 for 6.25 Contact Hours
LOCATION: Mount St. Mary’s University, 12001 Chalon Road, Los Angeles, CA 90049 DIRECTIONS
8:15am: register and check-in
9:00am: program begins
11:45am: lunch break
12:30pm: program resumes
Free parking on site. Coffee and snacks will be provided in the AM, however it is highly recommended that you pack and bring your own lunch. Cafeteria hours are from 7:00am-9:30am and from 11:00am-1:00pm.
A full refund will be given if the class is cancelled. If a refund is requested 2 weeks before the class start date, a refund will be given less a $25.00 administrative fee. No refund will be given if requested less than 2 weeks before the class start date; however, a credit voucher will be given for any future class or training.
For more information about the program, please contact Devra Korwin: (323) 650-4479 or firstname.lastname@example.org.
Overview of Coaching: What is coaching and how can you apply it to working with patients? Differences between Coaching, Advising and Counseling. Why is Coaching so important right now?
Expectations of You as a Nurse: What patients hope for and expect of their nurses and the environment. 4 important things to keep in mind in setting up an effective day that has meaning and fulfillment for you and your patients.
Understand Your Patients and Yourself: Enhance your nurse/patient communication. Develop an awareness of your personal behavioral style and how it impacts the nurse/patient relationship. Understand how your patients perceive your personality – and you theirs. Build bridges to a successful exchange of ideas by reducing tension and conflict between different expectations.
Coaching Skills for More Positive Results: Ask powerful questions to draw out the patient and move the patient’s care forward. Apply the coaching skills of Active Listening and Responding to gain influence, create positive patient interactions and create a trustworthy environment.
Emotional Agility in Responding to Tricky Situations: Be proactive in affecting outcomes through managing yourself and others in problematic situations. Respond positively to “trigger events” and keep yourself from being “high jacked” by circumstances.
Essentials of Transition and Change: Coach patients and their families to cope with transition and change and the strong emotions inherent in dealing with serious, often life-threatening, personal health situations. Apply the influence model from Stephen Covey’s “7 Habits of Highly Effective People.”
Maintain Your Equilibrium in an Increasingly Stressful Environment: 4 dimensions that can sustain you and increase your capacity to maintain your balance in a stressful environment.
Putting it All Together: Creating and prioritizing an action plan to maintain excellent patient care.
About the Instructor
Devra Korwin has been a coach, organization development specialist and training designer and facilitator for over 20 years with Kaiser Permanente and Cedars-Sinai Medical Center. She is well known for her work in coaching, transition and change, communication, critical thinking, and leadership. Devra is an MAOM (Master of Organizational Management, Antioch University), PCC (Professional Certified Coach, International Coach Federation) and Transition and Retirement Coach (Career Partners International, LLC).
She has experienced significant changes in the healthcare system over the years and become acutely aware of the stress and expectations put upon nurses. Having spent many hours coaching nurses and facilitating their meetings and committees, she has great empathy and compassion for the challenges nurses face daily.