Course participants can expect to learn about the cycle of escalation, triggers and some tips for dealing with someone who’s escalating. But as facilitators Sandy Millar and Debi Higson stress, it’s far easier to avoid escalation by investing in the relationship upfront, than it is to de-escalate a situation, so the course focuses on developing emotional intelligence (EQ) – an awareness of your own style of communication, empathy and highly tuned listening skills. ”People who are upset often just need someone to off-load to, although many of us want to jump in with solutions”, says Sandy. “Taking a couple of minutes now can save time and stress later.”Course participants have come from across Counties Manukau Health including doctors, nurses, health care assistants, allied health professionals, administrators and ward clerks. And Non-Clinical Support has ensured all their staff have been through the course, especially the orderlies who have direct patient contact. “Building rapport with our patients and their families is critical”, says Ree Angell, Training & Quality Manager for NSC. “CALM has provided some important skills for our orderlies who can diffuse potentially aggressive situations using simple CALM techniques.”
If you’d like to attend a CALM workshop, please go to CALM Communication on SouthNET (CMDHB only) for a calendar of 2013 dates.