Dynamis Director of Training Gerard O’Dea recently undertook our first post-lockdowns trip to the UAE in order to facilitate workshops and training for our hospital and school clients there. It was so good to be back with our colleagues and customer
Here he shares some of the reflections and experiences from the trip.
I took the picture above at the end of another great day in Dubai where I had been working with #inclusion and #safeguarding leaders from four different schools, looking at positive behaviour strategies for some of the most at-risk students in their settings. Great questions and engagement from the group!
We talked about:
- Demand Avoidance and Attention Needing as the two main reasons for disruptive behaviour
- Understanding the Context of a child’s attempts to communicate their needs to us
- Age appropriate de-escalation and behaviour management strategies
- “Runners” and the various issues this problem manifests, and what staff should do
- “Separation from parents” issues for the early years (foundation stage) staff
- The importance of creating policies and having the highest governance in the school accept them
Training Success Story / Branding Fail Story!
I was sitting in a hospital emergency 🚨 department in Dubai on one night of this trip, doing observations and talking with hospital staff prior to training this week.
I spoke to one emergency department doctor at length about how she engages with patients and visitors, having watched her deal expertly with the wife of a man who had been admitted for chest pains. The wife, in shock and behaving erratically earlier, had spontaneously hugged the doctor, with tears of gratitude in her eyes, just moments earlier.
“My colleagues call me to deal with the angry and unpredictable patients, because I can manage them and deescalate situations. I’ve had the training and can do it” she said.
‘Yes’ I said ‘it shows!’
‘I heard you had the training at Rashid Hospital’
“Yes” she said “a long time ago, when I was a resident, some local company with conflict trainers who knew the culture here…they maybe had Arab trainers”
‘Oh wow, yes, that’s so interesting – I provided training there in 2013 for the E.D. and Pysch teams’ I said.
“Wait – yes, 2013! – That was the training, it WAS you!”
When you meet someone more than 8 years later who uses your training daily, that’s training success.
I had such gratitude for this interaction with the doctor – it energised me for the week ahead!
“Remember, it’s their first time” was one of the key points of training for the #emergencydepartment team this week.
Making sure we are “In Showtime!” Every time we show-up to a patient is hugely important concept, despite the business of our task list and the messiness of the human drama we deal with in the ER.
We really got under the skin of topics like emotional equilibrium, owning our own triggers and the need to understand perspective.
That big smile I’m wearing is from the great fun we had too – is it supposed to be this much fun? 🤩
Forging ‘the compassionate connection” is what we are about here at the hospital towards the end of this week, with #nursesand #doctors and #patient administrators from Mediclinic Middle East going through scenarios and finding ways to enhance the #patientexperience beyond the awesome work they are already doing.
Fred Lee said “Hospital work is theatre” 🎭 and every day it is Showtime!
“Empathy is feeling for someone – seeing the world through their eyes”, but compassion goes one step further, he said.
I had mentioned to Gary that I had been discussing the differences between Competence, Courtesy and Compassion with clinical staff at the #hospital this week.
Compassionate connections happen when spontaneous acts of care create an emotional experience for someone – and they are the only way to achieve the highest levels of #patientsatisfaction.
My next trip out to Dubai should be in early 2022. I look forward to further adventures with our school and hospital clients!