HAVING DIFFICULT CONVERSATIONS PCSBV Volunteers Learn Effective Listening Skills
Volunteers fill a critical gap by just providing time, attention, and a willingness to be there with the client in a difficult space.
PCSBV Client Care Volunteers complete nine different training modules, certified by the Canadian Hospice Palliative Care Association. Among the modules we offer is Effective Listening Skills facilitated by Dr. Tiffany Kriz and teaches the basic “how-to’s” including active listening, noticing and responding and, avoiding judgment and advice. Dr. Kriz says, “When researchers have asked volunteers, volunteer coordinators, and medical professionals about what volunteers do and why it matters, they consistently say that just being there and listening is central to the role. Medical professionals do not often have the necessary time to listen, and friends and family members may be too consumed with their own worries. Volunteers fill a critical gap, providing time, attention and a willingness to be there with a client in a difficult space.” The module's main goal is to strengthen the ability of a volunteer to support clients through conversation and listening. It incorporates reflection exercises and activities designed to help volunteers experience and learn from their own current and prior listening interactions. "Many of us are culturally conditioned to focus on the positive when talking with others, avoiding discussions of negative emotions. Talking about death and illness tends to be taboo”. “When a person is facing a life-limiting illness they might not feel comfortable talking about it, and likewise, those around them may be uncomfortable engaging in in-depth conversations. That reaction makes it tough for individuals to find the support they need.” says Dr. Kriz.
"Listening is important. It takes on special meaning for those facing life-limiting illnesses, struggling with uncertainty, physical changes, and abrupt new realities. In the presence of a good listener, the person has someone available to join them on that journey, providing the courage and strength to face their situation.” “After completing this module, PCSBV volunteers can walk away with the insight that listening is a skill that can be developed, and continue to be developed.” says Dr. Kriz. For more information, please contact the Palliative Care Society of the Bow Valley via email at info@pcsbv.ca or by telephone at 403-707-7111. Dr. Tiffany Kriz, PhD is a faculty member in the Management and Organizations Department at MacEwan University, Edmonton.
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