The Blings The Thing
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The Blings The Thing

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A method to improve communication and strengthen relationships by using the platnium rule i.e. developing empathy for the other person.

A method to improve communication and strengthen relationships by using the platnium rule i.e. developing empathy for the other person.

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  • 1. The bling is the thing a new twist on old rules
    • Contact Information
    • David Richardson, Ph.D.
    • Health Care Ombudsman – Mediator
    • Voice (909) 427-7719
    • Pager (909) 209-1186
  • 2. The bling is the thing a new twist on old rules
    • Communication is the single most prevalent factor that interferes with members’, patients’ and families’ ability to perceive a high quality care experience.
  • 3. The bling is the thing a new twist on old rules
    • Communication facilitates problem solving, collaboration and the ability to adopt another's perspective.
  • 4. The bling is the thing a new twist on old rules
    • Developing empathy is the ability to adopt and respond to the care perspective of patients, members and families.
  • 5. The bling is the thing a new twist on old rules
    • Seeing life from patients’ side of the bed and changing accordingly increases their ability to perceive a high quality care experience (HQCE).
    • Communication + Empathy = HQCE
  • 6. The bling is the thing a new twist on old rules
    • A few assumptions:
      • Not me but you
      • Use your words
      • Gooder is better
      • Rock and role
  • 7. The bling is the thing a new twist on old rules
    • Iron Rule
      • Might is right
      • Stronger over the weaker
      • 3 ways to do things
        • Right way
        • Wrong way
        • My way
  • 8. The bling is the thing a new twist on old rules
    • Silver Rule
      • The one who controls resources is in control
      • If you want what I have …do what I ask
      • 2 ways to do things
        • My way
        • No way
  • 9. The bling is the thing a new twist on old rules
    • Golden Rule
      • Doing onto others as ….
      • Putting another person in your shoes
      • Using your perspective to understand the other
      • One way to do things
        • What would I like?
  • 10. The bling is the thing a new twist on old rules
    • Problem with Iron , Silver and Gold
    • (Or its good to be King)
      • No acknowledgement of individual differences
      • All views are not equally valued
      • All views are equal
      • Your perspective becomes preeminent
  • 11. The bling is the thing a new twist on old rules
    • Each can be very effective with the right person and circumstance
    • Most situations/people could benefit from another method
  • 12. The bling is the thing a new twist on old rules
    • What’s better than Iron , Silver or Gold ?
    • Not Diamonds
  • 13. The bling is the thing a new twist on old rules
    • What’s better than Iron , Silver or Gold ?
    • Not Diamonds
    • Platinum
  • 14. The bling is the thing a new twist on old rules
    • Platinum
      • Instead of putting the other in your shoes
      • Step into the other person’s shoes
      • Walk around a bit
  • 15. The bling is the thing a new twist on old rules
    • Ask the question
      • How would he/she want to be treated
      • Place the focus on the other rather than on the self
  • 16. The bling is the thing a new twist on old rules
    • Given these circumstances, this set of facts, this situation
      • What is he feeling?
      • What is she thinking?
      • What might they need at this time?
  • 17. The bling is the thing a new twist on old rules
    • Video When things Go Wrong, narrative story of the Immigrant
      • What would have improved the family’s care experience?
      • What interfered with good communication?
      • What did the family expect of the physicians?
      • What would have improved the care experience for the family?
  • 18. The bling is the thing a new twist on old rules
    • Contact Information
    • David Richardson, Ph.D.
    • Health Care Ombudsman – Mediator
    • Voice (909) 427-7719
    • Pager (909) 209-1186