Comms Lab 16: The KEY to De-escalating Aggressive Patients: PREPARATION. Prepare your mind, your staff and your environment
Comms Lab 15: Why Good Intentions Are Not Enough. Join Gatsby and me as we explore skills that defines the essence of good communication...
Comms Lab 14: 6 Ways the Humble Signpost Will Enhance Your Communication. Keep the toughest conversations on track, while simultaneously building trust
Comms Lab 13: The Commonest Mistake in Responding to Emotion. Reviewing the Empathy Killer, The Pause and the magic of silence
Comms Lab 12: Why Getting Better at Difficult Conversations May Be Easier (and More Valuable) Than You Think...
Defusing strong emotions - how to consolidate your gains by exploring their story. Fifth video in a series on the NURSE acronym
What is a Supportive Statement, and Why is it the Only Thing That Helps Sometimes? Fourth video in a series on the NURSE acronym
The Top 5 most important things I've learned about how to express Respect, Praise and Appreciation; and how we can integrate these skills into our work and life.
Respond to Emotion by Understanding the Driver. The NURSE acronym represents a series of well-studied skills for responding to emotion - a valuable toolkit for empathy.
Respond to Emotion by Naming It. The NURSE acronym represents a series of well-studied skills for responding to emotion - a valuable toolkit for empathy.
Structure Difficult Conversations. Adding structure, and continually orienting yourself and your counterpart to that structure is so valuable in tough conversations
Getting started in a difficult conversation, is at least half the battle. Here are the 3 most valuable strategies for navigating the back half of any difficult conversation.