Protecting the Rescue Worker
Chery F. Kendrick, DVM, MPVM, MLT, CFSKendrick Technical Services, LLC
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Taking Care of YOU
• You Cannot be an effective rescue worker Unless you first and foremost provide for your own needs• Physical = rest, hydration, food
• Psychological = rest, hydration, food, education and support services
• Respite for YOU© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Hoarding
Is a Disease = OCDObsessive Compulsive Disorder
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Understanding
• Understanding the causation is essential
• Understand the statistics: 100% recidivism even with therapy
• Scope: understand it is a pervasive psychological disease not a typical abuse case
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Peace, Love & Understanding
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Team Approach
• Team effort is required for any hope of successful resolution
• Police and Code Enforcement• Social Welfare: adult services• Psychologist trained in OCD/hoarding behaviors• Family• Community
Without Team Approach….
You are left pretty much on your own…..Feeling like you are banging your head against a wall….
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
So While Others Run Away
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
We can stay and take care….as long as we take care of ourselves….
So let’s talk about taking care of you
While Achieving Your Dream to help the critters ….
© Copyright 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Dealing With Difficult People
Dr. Chery F. KendrickKendrick Technical Services, LLC
865-405-4255
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
A Day in the Life…..
• In a typical day we have multiple interactions with many different personality types.
• Sometimes multiple personalities in the same individual
We Deal With:
• Colleagues• Clients• Salesmen• Delivery people• Pickup people• Personal relationships
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Dealing with People is Like a Beautifully Synchronized Dance….
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Dealing With “Types”
• Some say “different strokes for different folks”
• In actuality a few tools, one approach works well for all types of people and situations you may encounter
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Let’s First Look at a Few Types
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Water Cooler Guys…..the ones who always seem to be on a break especially when there is work to be done
The “I Just Don’t Want to Hear It” Manager
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Blamers….
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
it is Always someone else’s fault
And of Course the:“But I Read It On The Internet” Client
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Bottom Line: People are Varied
• There are those whose personality rubs you the wrong way. They may not be difficult for someone else, but they are for you.
• And then there are those who are difficult for everyone
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Depends on the Day….
• Some days none of those types will bother you…
• Other days even Mother Teresa will bug the heck out of you
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Important Thing is YOU!
• Taking care of you is essential
• Learning to deal with difficult people is part of taking care of YOU
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Dealing Effectively with Difficult People
• Become adept at handling difficult people, and you’ll feel much more confident in your own abilities.
• If you can handle this, you can handle anything. • While any one can work with the easy people, it
takes a real professional to be successful with the difficult people.
• Your confidence will grow, your poise will increase, and your self-esteem will increase.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Problem Escalation
• On the other hand, if you mishandle it, and watch the situation escalate, then you may find yourself upset for days.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The How To……
• So, how do you handle an angry, complaining client? A pain in the neck colleague? The annoying sales person?
• Let's begin with the basic tools you can use in any of these situations.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Tools: Key Actions/Reactions
And the tools we use :• Respect• Listen• Empathy• Identify the Problem• Avoid Blame• Discuss Solution/Resolution
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Let’s look at this pyramid
Change, Acceptance and Balance
• Change the things you can• Accept Responsibility• Refuse to Accept Responsibility
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Be Sure to AcknowledgeReward Good Behavior
• Don’t forget to also acknowledge the good work
• Acknowledge the good client• Acknowledge the helpful
colleague
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Protect Yourself
• Once again I want to reiterate you cannot nor should you have to solve everyone else’s problems
• Karma is a beautiful thing• Keep yourself balanced• And don’t forget your
Self-Care Exercises…let’s take a look at them
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Keeping the Candle LitWithout Getting Burned
Chery F. Kendrick, DVM, MPVM, MLT, ASCP, CFS
Compassion Fatigue Specialist
Kendrick Technical Services, LLC
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
About This Presentation
We will explore the following: • Compassion Fatigue Definitions• Signs and Symptoms of Compassion Fatigue• Preventing Job Burnout• Preventing Compassion Fatigue• Healing From Within• Healing With Your Team• Sharing Ideas and Resources
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Working Through The Exercises
The Workbook contains relaxation exercises that you can easily practice in the peace and privacy of your own home until they become second nature to you, and allow you to draw on them as coping tools throughout your day (and night)
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
What IS Compassion Fatigue?
•Compassion Fatigue is also known as: Secondary Traumatic Stress•It is a part of a the developing field of traumatology •Most often this phenomenon is associated with the “cost of caring” for others in emotional pain•In the animal welfare industry we are especially vulnerable to Compassion Fatigue and job burnout
Compassion Fatigue, also known as a Secondary Traumatic Stress Disorder, is a term that refers to a gradual lessening of compassion over time. It is common among victims of trauma and individuals that work directly with victims of trauma
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Caring May Come With a High Cost
“People continue in the field because they love their work; this love causes them terrible pain.”
- - Figley & Roop, p46.
But it Doesn’t Have to….
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
PTSD
• Primary Traumatic Stress Disorder (PTSD): firsthand experience of trauma or traumatic events
• PTSD symptoms directly related to traumatized individual or animal
STSD
• Secondary Traumatic Stress Disorder (STSD): secondary experience of trauma or traumatic events
• STSD symptoms are associated with secondary person or person helping traumatized individual and/or animal
Comparing PTSD – vs. - STSD
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Job Burnout
The total depletion of physical and mental resources caused by excessive striving to reach an unrealistic work-related goal.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
More on Job Burnout
A general feeling of exhaustion that develops when an individual simultaneously experiences too much pressure and has too few sources of
satisfaction.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Symptoms of Burnout
• Alcohol, drugs, food, or sex to escape feelings• Irritable with patients or colleagues• More time alone or felt withdrawn• Depressed/emotionally drained• Not accomplishing anything with patients• Lost interest in or resented patients• Preoccupied with images of death- - Furman, 2002
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Here Is An Interesting Statistic:
People reflect and think about events inducing negative emotions 5 times as long as they do about events inducing strong positive emotions.
- - Robbins
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Emotional Reactions to Working
with the Suffering
• A sense of powerlessness or ineffectiveness• Anxiety or fear when thinking about the animal• Guilt – self doubt; thoughts of hurting people or self• Anger or rage• Shutdown or numbness – silencing response
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
More Emotional Reactions to Working
with the Suffering
• Sadness• Depression…insomnia, loss of appetite, thoughts of death, self-
medication• Emotional rollercoaster – happy to sad• Overwhelmed• Depleted as a helper
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Compassion Fatigue Burnout Symptoms - Cognitive
• Confusion• Spaciness• Loss of Meaning• Apathy• Rigidity• Disorientation• Self -doubt
• Trauma imagery• Whirling thoughts• Perfectionism• Diminished
Concentration• Minimization• Thoughts of self-harm
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Compassion Fatigue Burnout Symptoms - Physical
• Shock• Sweating• Rapid heartbeat• Breathing difficulties• Aches and pains• Dizziness
• Increased number and intensity of medical maladies
• Other somatic complaints• Impaired immune system• Helplessness
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Compassion Fatigue Burnout Symptoms – Work Performance
• Low morale• Low motivation• Avoiding tasks• Obsess details• Apathy • Negativity
• Detachment• Poor work commitments• Staff conflicts• Absenteeism• Exhaustion• Irritability• Withdraw from colleagues• Lack of appreciation
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Compassion Fatigue Burnout Symptoms – Interpersonal
• Withdrawal• Loss of interest in intimacy or sex• Mistrust• Isolation from friends• Overprotective as a parent• Projection of anger or blame• Intolerance• Loneliness
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Impact On Professional Functioning
• Performance of Job Tasks• Decrease in quality/quantity• Avoidance of tasks
• Morale• Detachment• Decrease in confidence
• Interpersonal• Impatience• Staff conflicts
• Behavioral• Absenteeism• Overwork• Frequent Job Changes
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
“Just because someone brings you a problem doesn’t mean you're automatically in charge
of fixing it.
Learn to detach yourself from drama.”
Drama Avoidance 101
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Effects of Toxic People
• Happier people when making real-life decisions may be smarter more productive decision makers than unhappy people.
• Lisa Aspinwall, University of Utah
• A chilly negative mood activates a battle-stations mode of thinking: The order of the day is to focus on what is wrong & then eliminate it.
• Martin Seligman, Ph.D.•
• A positive mood buoys people into a way of thinking that is creative, tolerant, constructive, generous, un-defensive and lateral. This way of thinking aims to
detect not what is wrong, but what is right. • Martin Seligman, Ph.D.
Just Say “NO!” To Toxic People
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Symptoms vs Disease
• Compassion Fatigue is a set of symptoms, not a disease
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Symptoms of Compassion Fatigue?
• Burnout• Depression• Sadness• Physical Illnesses
Irritable BowelUlcersHigh Blood PressureInsomnia
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Recognizing Signs
• The outward signs we experience are displays of stress resulting from giving care to others.
• Compassion Fatigue is the name that has been attached to these symptoms so that we have a
way of identifying it in ourselves and in others.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Identify
• Once identified, we are able to take
action to manage the distress this disorder is causing in our lives.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Coping with Emotions
• In working with traumatized or suffering people or animals, the most common method of coping with the discomfort we experience is to stifle the emotions that arise.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Stifling Emotions
• Sometimes it is the only way we can continue to do the care-giving work that we want to do.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Effects of Compassion Fatigue
• Once we are open to accepting the fact that Compassion Fatigue is creating
our emotional, psychological, and physical symptoms, we can look at our pain and learn new ways in which to react to them and channel them into positive, healthy actions.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
What is the Basic Message ofOf Compassion Fatigue?
• Recognize the signs• Take care of you the caretaker• Follow the Rules of Eight
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Satisfaction derived from the work of helping others.
- - Charles Figley, Ph.D.
Compassion Satisfaction is What We Aim For
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Our Goal Is To Prevent Compassion Fatigue
“To Enable Us to
Keep the Candle Lit
Without Getting Burned”
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
You need your own foundation for self esteem.
You will be unable to accept the positive things people say about you if you don’t
believe them yourself.
Self Esteem and Caring
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Self-Care Exercises Include
• Relaxation Techniques• Healthy Lifestyle• Recreation• Balance Between Work and Play• Learning Self-Care Techniques• Asking For Help When Needed• Learning to Detoxify Your Life
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Follow The Rules of Eight
• The Eight Rules Governing Healthy Change• The Eight Rules Governing Healthy Care-giving• The Eight Rules Governing Healthy Self-Care• The Eight Rules Governing A Healthy Workplace
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Breaks and Saying “No”
• #1 Take frequent breaks from what you are doing.
• #2 Weigh your options carefully and learn the word “no.” Use it whenever necessary.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Sharing, Humor
• #3 Share the load with others.
• #4 There is humor in every situation. Find it and laugh.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Help and Credit
• #5 Recognize when you need help. Ask for it.
• #6 Give yourself credit when credit is due.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Credit, Breathing
• #7 Give others credit when credit is due.
• #8 Breathe deeply as often as possible.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Eight Laws Governing Healthy Care-giving
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Compassion, Skepticism, Release
• #1 Sustain Your Compassion
• #2 Retain Healthy Skepticism
• #3 Learn to Let Go Puppy BreathCan Be Healing
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Optimism, Insight & Solutions
• #4 Remain Optimistic
• #5 Be part of the Solution
• #6 Trust Your Insight
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Self-Care, Acknowledgement
• #7 Practice Sustainable Self Care
• #8 Acknowledge Your Successes
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Eight Laws Governing Healthy Self Care
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Validation
• #1 By validating ourselves, we promote acceptance. • #2 By validating others, we elevate ourselves.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Healthy Self Helps Healing Role
• #3 By meeting our own mental, physical and emotional needs, we can then give care from a place of abundance, not scarcity.
• #4 By practicing self-goodwill, we manifest it throughout our lives.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Honoring Past Freedom & Power►
• #5 By honoring past traumas and hurts, we allow ourselves freedom from the pain that controls us.
• #6 By “doing the work,” we reclaim the personal power that is rightfully ours.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Healing Our Emotional Pain
Allows Us To Be Better Healers© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Ownership, Authenticity, Happiness
• #7 By naming and taking ownership of the core issues that limit our growth, we create authenticity.
• #8 By managing our self-care, we welcome happiness into our lives.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Eight Laws Governing A Healthy Workplace
• #1 Employer provides a respite for staff following any traumatic event.
• #2 Employer provides continuing education
for staff.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Benefits, Tools
• #3 Employer provides acceptable benefits to aid staff in practicing beneficial self care.
• #4 Employer provides management and staff the tools needed to accomplish their tasks.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
• #5 Management needs to monitor workloads.
• #6 Encourage team-building activities to promote strong social relationships between colleagues.
Workload, Team Work
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Support, Planning
• #7 Employers encourage “open door” policies to promote good communication between workers.
• #8 Employers have grief processes in place when traumatic events occur onsite.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
For More Help and
Information on Our Workshops
Please Visit Our Website:www.KendrickTechServices.com
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Working Through the Exercises in the
Compassion Fatigue Workbook
• The Compassion Fatigue Workbook has exercises designed to help you relax and refocus your energy
• These exercises are the tools to help you relieve the stress in order to prevent Compassion Fatigue
• Let’s take a moment to walk through some of them
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Breathing
• Sounds simple right?• Let’s talk about breathing: • Emotions change breathing
patterns• Deep breathing exercises help
to clear the mind and relieve stress
• Walk through the Breathing exercise in your workbook
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Creative Visualization Exercise
This is a relaxation technique that uses guided imagery.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Self Hypnosis Exercise(Self-Talk, Self-Advice)
The purpose of this exercise is to evoke a relaxed consciousness and focus that will help you
overcome stress linked to various stressors
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Dealing with Violent People Bottom line is: •Do not get caught alone with a potentially violent person •Get Help! Never hesitate to call 911 or to press a panic alarm. •Run, kick, scream, do whatever you need to do to stay safe and get away from danger•No job is worth endangering your life for. •Talk to your Safety Coordinator about other ways your clinic protects employees from potential workplace violence such as panic alarms or secret alert words.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Giving Credit Exercise
We all like to be appreciated. Take a moment to think about ways to give
yourself and others credit where credit is due.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Learning To Say “No” Exercise
Just Say “No!” True this is much easier said than done sometimes. However it may help you to choose wisely if you actually take a moment to think of the consequences of saying “yes” before you agree to take that next project on.
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Healing Touch Self Care Program
• A self-care tool• Uses energy fields
(chakras)• Realignment of energy
fields• Allow the body to self
heal
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Healing Touch
• Healing Touch = Energy Medicine
• Like Acupressure it uses the bodies energy fields known as chakras
• HT used for dogs and cats
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Healing Touch for Humans
• A powerful tool for you to use
• Self healing• Self Chakra
Connection
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
The Wellness Wheel
It’s All About Balance• Balancing the:
– Physical– Emotional– Spiritual– Work /Career– Play/Recreation– Family– Friends
While Maintaining Mindfulness
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC
Practice Makes Perfect
• Be sure to work through the exercises in your workbook until you feel comfortable.• Soon they will become so second nature that you can use one of your exercises to take a quick
de-stressing moment any time throughout your work day• Encourage all team members to work on these exercises for the good of the team as well as
the individual
Thank you for all you do
© 2012 Chery F. Kendrick & Kendrick Technical Services, LLC