Outline:
Section 1: Introduction A. Learning Objectives Section 2: Communication Practices A. Importance of Skillful Communication B. Verbal Communication Study C. Knowledge Check D. Four Attributes of Empathy E. Communication with the Patient – Verbal F. Communication with the Patient – Nonverbal G. Communication with the Family H. Knowledge Check I. Four Key Mindful Communication Practices J. Know Your Audience K. Ask Questions L. Discard Scripts M. Recognize Your Role N. Knowledge Check O. How Do I Cope? P. G.R.A.C.E.: Cultivating Compassion in Interactions with Others Q. Core Practices R. Knowledge Check S. Summary T. Additional Reading U. References

Heidi Gessner, MDiv, BCC, is an Ordained United Church of Christ Minister who serves as the Bereavement Coordinator and Palliative Care Chaplain at UNC Hospitals in Chapel Hill, North Carolina. She felt deeply called to end of life and grief work after her own father's journey and death from lung cancer in 1994. She developed and created UNC Hospital Bereavement Support Services with a goal of attending to the emotional pain that is the result of loss and death. Heidi provides emotional and spiritual care, as well as grief counseling to clients, families, and staff. In addition to connecting with clients, families, and staff in the hospital, Heidi facilitates grief support groups and writing workshops in the community for individuals grieving the loss of a loved one. Heidi is also an active member of the UNC Hospitals Critical Incident Stress Management (CISM) Team, which responds to unexpected, traumatic events within the hospital. Disclosure: Heidi Gessner has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.