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ForwardVerbal Judo 11-05-2024
The purpose of the Verbal Judo workshop is to create a S.A.F.E.R.© world by delivering practical and easy to learn strategies to provide the power to people to effectively de-escalate conflict and potential violence.
Target Audience
ISD Clinical Staff
Learning Objectives
- Explain the concept of “universal precautions for violence” as it relates to avoiding violent situations with preparation and use of effective conflict management strategies
- Apply basic interpersonal and emotional intelligence skills necessary to successfully prevent or deescalate verbal conflict situations
- Demonstrate skill and knowledge needed to identify the precedents of violent behavior (paralinguistic and non-verbal warning signs) so an appropriate response can be selected, and personal safety preserved
- Apply new communication tactics to reduce the number of complaints and grievances and improve performance on perception of patient care surveys.
- Demonstrate the tools necessary to generate voluntary compliance under pressure, reduce stressful verbal encounters, to understand when words fail, and will provide the options needed when one meets verbal resistance.
- Describe the steps to address burnout by knowing your own weaknesses and ensuring professionalism in all interactions
- Define the value in verbal and non-verbal signs during communication, knowing roles and use of active listening
Program begins at 8:30am and ends at 4:00pm. Total Education Time = 7 Hour(s) | ||
TIME | CONTENT | PRESENTER |
8:30-9am | Review the concept of “universal precautions for violence” as it relates to avoiding violent situations with preparation and use of effective conflict management strategies | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
9-10am | Introduce the basic interpersonal and emotional intelligence skills necessary to successfully prevent or deescalate verbal conflict situations | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
10-11am | Discuss the skills and knowledge needed to identify the precedents of violent behavior (paralinguistic and non-verbal warning signs) so an appropriate response can be selected, and personal safety preserved. | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
11am-12pm | Outline and discuss communication tactics to reduce the number of complaints and grievances and improve performance on perception of patient care surveys. | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
12:30-1:30pm | Demonstrate the tools necessary to generate voluntary compliance under pressure, reduce stressful verbal encounters, to understand when words fail, and will provide the options needed when one meets verbal resistance. | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
1:30-2:30pm | Describe the steps to address burnout by knowing your own weaknesses and ensuring professionalism in all interactions. | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
2:30-4:00 | Define the value in verbal and non-verbal signs during communication, knowing roles and use of active listening. | Indira Stokes, MPH, CHES, NBC-HWC Dean Paradis, MSN, RN, CCM |
Indira Stokes, MPH, CHES, NBC-HWC
Indira is a Clinical Engagement Coordinator at UPMC Health Plan where she is responsible for training and skill development of health coaches and care managers. She has a bachelor’s degree in biology and economics and a master's in Public Health from the University of Pittsburgh. Indira is a Certified Health Education Specialist and a National Board-Certified Health and Wellness Coach. She has been practicing health coaching since 2016.
Dean Paradis, MSN, RN, CCM
Dean is the Manager of the UPMC Health plan Clinical Education Team. In this role he supports the clinical training staff in providing education to newly hired orientees and continuing education for current health plan staff. Dean plays a key role in supporting the UPMC mission and vision to provide excellence in service delivery and the highest quality training and support for our clinical teams. Dean has been a Supervisor with the Medicaid team and previously supervised the Rare and Chronic and RACE mobile teams. Prior to coming to the Health Plan, Dean was a home care nurse for 18 years, where he was an ACES award winner. He is CCM (Certified Case Manager) certified, and has his master’s in leadership & management. Dean brings keen leadership skills and a genuine passion and enthusiasm for education.
In support of improving patient care, the University of Pittsburgh is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.
This activity is eligible for endorsed credit for UPMC Health Plan EMTs and Paramedics. Complete ETHOS course work, obtain the attendance certificate, and submit to EMS governing body for 7 CE credit(s).
As a Jointly Accredited Organization, University of Pittsburgh is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. University of Pittsburgh maintains responsibility for this course. Social workers completing this course receive 7 continuing education credit(s).
CCM CE will be provided: 7 CE - CCM COA will be sent via email from UPMC Health Plan nurse planner approximately 6-8 weeks following the live date of the course.
Other health care professionals will receive a certificate of attendance confirming the number of contact hours commensurate with the extent of participation in this activity.
NOTE: Paramedic/EMT CE is approved for any activity in which ANCC (nursing CE) is approved. This is per Heather Bogdon and Christie Hempfling
Available Credit
- 7.00 ANCCUPMC Provider Unit is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation
- 7.00 ASWB
- 7.00 Attendance