WEBVTT 00:00:05.260 --> 00:00:05.880 position:50% align:middle - [Timothy] Well, thank you. 00:00:05.880 --> 00:00:09.330 position:50% align:middle We're very happy to be here and welcome to Florida. 00:00:09.330 --> 00:00:14.740 position:50% align:middle All this talk about the first people on the moon. 00:00:14.740 --> 00:00:21.330 position:50% align:middle UCF was founded in 1963 as a space grant institution. 00:00:21.330 --> 00:00:29.000 position:50% align:middle They were designed to provide engineers first and then all levels of employees for the NASA project, 00:00:29.000 --> 00:00:32.590 position:50% align:middle and have grown now into the second-largest university in the United States. 00:00:32.590 --> 00:00:39.190 position:50% align:middle So it's a big school, and when you go to NASA, enjoy it, you'll see a lot of our graduates 00:00:39.190 --> 00:00:40.280 position:50% align:middle walking around working. 00:00:40.280 --> 00:00:42.850 position:50% align:middle So we're very proud of that. 00:00:42.850 --> 00:00:48.980 position:50% align:middle Today, as Nicole said, we're leading you through a workshop and we'll focus 00:00:48.980 --> 00:00:53.200 position:50% align:middle on our IDEA model, which Deanna will explain in a minute. 00:00:53.200 --> 00:00:59.430 position:50% align:middle But before we get started, I want to clarify a little bit more about risk itself. 00:00:59.430 --> 00:01:04.090 position:50% align:middle Think for a minute about risk being a coin. 00:01:04.090 --> 00:01:07.380 position:50% align:middle On one side is opportunity. 00:01:07.380 --> 00:01:11.480 position:50% align:middle You don't get anywhere in this life without taking chances. 00:01:11.480 --> 00:01:17.290 position:50% align:middle We wouldn't have UCF, our home university, if people didn't take a chance and 00:01:17.290 --> 00:01:22.130 position:50% align:middle try to create something new, challenge oneself, that's risk. 00:01:22.130 --> 00:01:26.200 position:50% align:middle Might fail, but you'll learn in failure, you'll try again. 00:01:26.200 --> 00:01:28.140 position:50% align:middle But let's flip that coin. 00:01:28.140 --> 00:01:36.940 position:50% align:middle And on the other side, we see risk as a hazard, danger, disease, chronic illness. 00:01:36.940 --> 00:01:40.810 position:50% align:middle That side of the coin is less promising. 00:01:40.810 --> 00:01:47.510 position:50% align:middle It doesn't lead to lessons learned and other opportunities, especially if you perish. 00:01:47.510 --> 00:01:57.110 position:50% align:middle So hazard is another form of risk, and it's something that the board, that you all serve, 00:01:57.110 --> 00:02:00.100 position:50% align:middle your mission is designed to avoid. 00:02:00.100 --> 00:02:07.420 position:50% align:middle Your goal in many ways is to promote public safety, in this case, particularly through nursing. 00:02:07.420 --> 00:02:09.520 position:50% align:middle So we're talking about hazard. 00:02:09.520 --> 00:02:15.740 position:50% align:middle It's not that we're downers, we're not. We're just talking about the kind of risks that we try 00:02:15.740 --> 00:02:19.630 position:50% align:middle to mitigate as opposed to welcome and embrace. 00:02:19.630 --> 00:02:22.100 position:50% align:middle And I got a story about that. 00:02:22.100 --> 00:02:24.650 position:50% align:middle And Deanna told me I can tell this story. 00:02:24.650 --> 00:02:25.280 position:50% align:middle - [Deanna] One story. 00:02:25.280 --> 00:02:29.050 position:50% align:middle - She calls this reverse Houdini. 00:02:29.050 --> 00:02:32.030 position:50% align:middle So think about that. 00:02:32.030 --> 00:02:37.860 position:50% align:middle We're sitting in the airport and we're waiting for our plane to go to Senegal. 00:02:37.860 --> 00:02:43.150 position:50% align:middle Now, this is 2014, and the Ebola outbreak is happening in West Africa. 00:02:43.150 --> 00:02:47.470 position:50% align:middle And she says to me, "I really don't want to go. 00:02:47.470 --> 00:02:50.420 position:50% align:middle I'm thinking about just going back to the car." 00:02:50.420 --> 00:02:51.460 position:50% align:middle I said, "Why?" 00:02:51.460 --> 00:02:53.230 position:50% align:middle She said, "Because I don't want to get Ebola. 00:02:53.230 --> 00:02:54.520 position:50% align:middle I don't want to go to West Africa. 00:02:54.520 --> 00:02:55.070 position:50% align:middle This is pretty..." 00:02:55.070 --> 00:03:01.950 position:50% align:middle I said, "Ugh, please, there's no way this is going to come into Senegal 00:03:01.950 --> 00:03:04.510 position:50% align:middle because they've got it under control." 00:03:04.510 --> 00:03:09.860 position:50% align:middle So time passes, she concedes, we go to Senegal. 00:03:09.860 --> 00:03:18.440 position:50% align:middle Our goal, to talk to farmers there about different strategies that they can employ to reduce their risk 00:03:18.440 --> 00:03:22.370 position:50% align:middle in the use of cancer-causing chemicals. 00:03:22.370 --> 00:03:32.660 position:50% align:middle They were using a lot of chemicals on plants in Senegal and other regions around Senegal that were linked 00:03:32.660 --> 00:03:36.570 position:50% align:middle to cancer-causing agents and, well, that were cancer-causing agents, 00:03:36.570 --> 00:03:39.470 position:50% align:middle and that had long since been outlawed in the United States. 00:03:39.470 --> 00:03:42.670 position:50% align:middle That was our goal. We were sponsored by the State Department. 00:03:42.670 --> 00:03:45.580 position:50% align:middle So we were there going through this presentation. 00:03:45.580 --> 00:03:47.460 position:50% align:middle And what happens? 00:03:47.460 --> 00:03:52.680 position:50% align:middle Well, Senegal gets its first case of Ebola and there's thought that there might be more, 00:03:52.680 --> 00:03:56.860 position:50% align:middle and they're not really sure exactly how much contact and how many people are coming in, 00:03:56.860 --> 00:04:00.690 position:50% align:middle and the borders that they thought they had secured were not secure and all this. 00:04:00.690 --> 00:04:04.030 position:50% align:middle So that's not unlike communication. 00:04:04.030 --> 00:04:10.590 position:50% align:middle My communication failure is not unlike Thomas Frieden's miscommunication about Ebola. 00:04:10.590 --> 00:04:16.380 position:50% align:middle Remember what he said, the director of the CDC at the time, 00:04:16.380 --> 00:04:25.540 position:50% align:middle he said that the spread of Ebola was not in the cards for the United States and that we weren't going to have 00:04:25.540 --> 00:04:30.480 position:50% align:middle a problem with Ebola because he was questioned about people like us going to West Africa, coming back, 00:04:30.480 --> 00:04:34.080 position:50% align:middle and Doctors Without Borders treating patients and coming back and forth. 00:04:34.080 --> 00:04:36.100 position:50% align:middle Well, what happened? 00:04:36.100 --> 00:04:41.990 position:50% align:middle Yeah, we get a case of Ebola, and nurses are infected and they travel, 00:04:41.990 --> 00:04:44.680 position:50% align:middle and it becomes a huge story. 00:04:44.680 --> 00:04:51.810 position:50% align:middle So what we argue is that through poor communication for Dan Friedan, who was criticized tremendously for this 00:04:51.810 --> 00:04:59.420 position:50% align:middle for months and weeks, as you'll recall, was a reverse Houdini put himself into a trap. 00:04:59.420 --> 00:05:06.100 position:50% align:middle His words limited what he could do and caused great problems for him and embarrassment for CDC. 00:05:06.100 --> 00:05:14.670 position:50% align:middle So we'll talk about some words, some strategies, very simple, easy to recall, easy to employ today, 00:05:14.670 --> 00:05:19.590 position:50% align:middle and then we'll go through this as a bit of a lesson and let you experience this process. 00:05:19.590 --> 00:05:21.570 position:50% align:middle Deanna's got the full rundown. 00:05:21.570 --> 00:05:24.510 position:50% align:middle - Yes, I had the preview, but before I start the preview, 00:05:24.510 --> 00:05:28.800 position:50% align:middle I do want to say thank you for inviting us to engage with you a little bit here today, 00:05:28.800 --> 00:05:31.470 position:50% align:middle because we are all about connection. 00:05:31.470 --> 00:05:35.530 position:50% align:middle I like to say that because we're college professors and we're primarily researchers, 00:05:35.530 --> 00:05:39.440 position:50% align:middle and we love what we do in research, but it means nothing unless we make connections 00:05:39.440 --> 00:05:41.220 position:50% align:middle with the people that are on the ground doing the work. 00:05:41.220 --> 00:05:46.650 position:50% align:middle And so thank you for having this opportunity to engage with you, to see how we can work better together 00:05:46.650 --> 00:05:48.790 position:50% align:middle to help save lives. 00:05:48.790 --> 00:05:53.930 position:50% align:middle As I was listening to Jim just a minute ago too, I couldn't help but think about how the NCSBN came 00:05:53.930 --> 00:05:59.330 position:50% align:middle about and how that's really similar to how we came about as a field of communication studies. 00:05:59.330 --> 00:06:07.500 position:50% align:middle We actually came about because we left the teachers of English as the professional association that those 00:06:07.500 --> 00:06:12.850 position:50% align:middle teachers of speech were part of because we felt like we were enough different that we needed our own identity. 00:06:12.850 --> 00:06:14.517 position:50% align:middle And that happened in 1917. 00:06:14.517 --> 00:06:18.270 position:50% align:middle So it's not too long ago, about 100 years ago that this field of communication 00:06:18.270 --> 00:06:21.200 position:50% align:middle studies branched off. And it was a risk. 00:06:21.200 --> 00:06:23.110 position:50% align:middle And it seems to have worked. 00:06:23.110 --> 00:06:26.330 position:50% align:middle I mean, the success story, we feel the success story now. 00:06:26.330 --> 00:06:28.280 position:50% align:middle But we're also similar in another way. 00:06:28.280 --> 00:06:31.340 position:50% align:middle And that is in our quest of what you asked us to be here for today. 00:06:31.340 --> 00:06:33.500 position:50% align:middle And that's about learning. 00:06:33.500 --> 00:06:39.220 position:50% align:middle We're so similar because just like the profession of nursing is very complex, 00:06:39.220 --> 00:06:42.120 position:50% align:middle the profession of professors is very complex. 00:06:42.120 --> 00:06:44.040 position:50% align:middle People sometimes say, "Oh, you're a teacher. 00:06:44.040 --> 00:06:45.600 position:50% align:middle How many classes do you teach? 00:06:45.600 --> 00:06:47.140 position:50% align:middle Oh, you're in the nursing profession. 00:06:47.140 --> 00:06:47.990 position:50% align:middle You're a nurse." 00:06:47.990 --> 00:06:50.160 position:50% align:middle No, it's very much more complicated that... 00:06:50.160 --> 00:06:53.720 position:50% align:middle but how we are similar is in our quest for lifelong learning. 00:06:53.720 --> 00:06:59.150 position:50% align:middle Whether we're teachers, professors, nurses, or regulators, we want to learn and we love the 00:06:59.150 --> 00:07:02.530 position:50% align:middle opportunity to engage with you today on that quest. 00:07:02.530 --> 00:07:09.120 position:50% align:middle So our journey today then is to start by talking to you about what the elements of the IDEA model as a 00:07:09.120 --> 00:07:12.460 position:50% align:middle theoretical framework for designing effective messages is. 00:07:12.460 --> 00:07:16.330 position:50% align:middle Then we're going to talk a little bit about some learning situations and what we learned from Nicole 00:07:16.330 --> 00:07:21.430 position:50% align:middle about the three Cs that you face, conflict, capacity, and compression. 00:07:21.430 --> 00:07:22.230 position:50% align:middle And then we'll have the big... 00:07:22.230 --> 00:07:23.740 position:50% align:middle - We invented those names, so. 00:07:23.740 --> 00:07:28.850 position:50% align:middle - Well, we like words too, like how Professor Jordan said, C, C, C, the three C's. 00:07:28.850 --> 00:07:33.600 position:50% align:middle And then we'll have the big finish where we'll put you into an application scenario and see if we can come 00:07:33.600 --> 00:07:39.350 position:50% align:middle up with some awesome answers and words to some of the problems that you face. 00:07:39.350 --> 00:07:42.520 position:50% align:middle - Well, we'll talk to you about a model in a minute. 00:07:42.520 --> 00:07:48.580 position:50% align:middle And this model is something that we've spent more than two decades developing, testing, and creating. 00:07:48.580 --> 00:07:52.720 position:50% align:middle And we'll give you the rundown on how we built that model in just a little bit. 00:07:52.720 --> 00:08:02.900 position:50% align:middle But I think it's fascinating to present this model to our students because they say, "Oh, yeah, good idea. 00:08:02.900 --> 00:08:04.580 position:50% align:middle Yeah, makes sense. 00:08:04.580 --> 00:08:06.370 position:50% align:middle I could have figured that out." 00:08:06.370 --> 00:08:12.430 position:50% align:middle But the point is that these aren't just magical thoughts that occur. 00:08:12.430 --> 00:08:18.040 position:50% align:middle Our reality is more like a whole research process that we'll tell you about. 00:08:18.040 --> 00:08:25.350 position:50% align:middle All the aspects, though we've got it down to three different aspects we'll explain to you how those came 00:08:25.350 --> 00:08:31.950 position:50% align:middle about and why they're important and where they emerge and where they made sense, and all that. 00:08:31.950 --> 00:08:37.550 position:50% align:middle I'm always reminded with this quotation by Einstein that seems so innocent. 00:08:37.550 --> 00:08:42.210 position:50% align:middle He says, "Everything should be made as simple as possible." 00:08:42.210 --> 00:08:43.920 position:50% align:middle That make sense? 00:08:43.920 --> 00:08:49.750 position:50% align:middle Then there's this troubling comma that he puts there and he says, "But not simpler." 00:08:49.750 --> 00:08:56.270 position:50% align:middle So we're always careful to make sure that we're not leaving out key aspects when we try to make something 00:08:56.270 --> 00:08:58.020 position:50% align:middle real practical and useful. 00:08:58.020 --> 00:09:02.970 position:50% align:middle We're trying to be very careful so that we're being mindful of Einstein's comma. 00:09:02.970 --> 00:09:06.690 position:50% align:middle - And as I mentioned already, we're into connection. 00:09:06.690 --> 00:09:11.550 position:50% align:middle We believe that we do so much synergistic work so much better when we collaborate with others. 00:09:11.550 --> 00:09:17.180 position:50% align:middle And so we always want to acknowledge the collaborations that we've had an opportunity to engage with, 00:09:17.180 --> 00:09:22.590 position:50% align:middle and that they have been instrumental in the growth of the model and the work 00:09:22.590 --> 00:09:23.980 position:50% align:middle that we have done and where we're at today. 00:09:23.980 --> 00:09:28.060 position:50% align:middle And so we've had the opportunity to work with people around the world. 00:09:28.060 --> 00:09:33.850 position:50% align:middle We've been funded in support and collaboration with a number of agencies, funding agencies, and sources. 00:09:33.850 --> 00:09:37.880 position:50% align:middle And they've all been very important to what we're going to share with you today. 00:09:37.880 --> 00:09:43.640 position:50% align:middle - I just want to add, you saw CDC and World Health Organization up there, 00:09:43.640 --> 00:09:51.880 position:50% align:middle I just want to admit this, that Deanna and I were pandemic influenza faculty 00:09:51.880 --> 00:09:59.770 position:50% align:middle for CDC in their broadly-funded initiative about eight years ago, where we went city to city and taught 00:09:59.770 --> 00:10:09.460 position:50% align:middle about community planning for a major endemic, or, well, not endemic, but pandemic influenza. 00:10:09.460 --> 00:10:15.690 position:50% align:middle And when we went city to city, I'm just saying we taught some of these same concepts 00:10:15.690 --> 00:10:17.210 position:50% align:middle and they were effective. 00:10:17.210 --> 00:10:25.530 position:50% align:middle But we also had in our participating with us, first responders that were like firefighters, 00:10:25.530 --> 00:10:30.350 position:50% align:middle police officers, and they listened to a lot of what we said that made sense to the medical community, 00:10:30.350 --> 00:10:32.850 position:50% align:middle and they said, "We're not going to do that. 00:10:32.850 --> 00:10:35.471 position:50% align:middle I can tell you right now, we're not going to comply with that." 00:10:35.471 --> 00:10:38.760 position:50% align:middle And what happened? 00:10:38.760 --> 00:10:41.400 position:50% align:middle Did you see some resistance from first responders? 00:10:41.400 --> 00:10:43.950 position:50% align:middle We did in Florida quite a bit. 00:10:43.950 --> 00:10:49.410 position:50% align:middle That was one of the first sources of conflict in terms of vaccination, in terms of masking. 00:10:49.410 --> 00:10:51.390 position:50% align:middle So we were on that process. 00:10:51.390 --> 00:10:58.560 position:50% align:middle And also, we're on a group with the World Health Organization that looks at their public communication. 00:10:58.560 --> 00:11:05.090 position:50% align:middle And so it's just been traumatic the number of phone calls, number of meetings, virtual meetings, 00:11:05.090 --> 00:11:07.590 position:50% align:middle talking about, well, how do we get this messaging right? 00:11:07.590 --> 00:11:14.030 position:50% align:middle And really, this has been a very troubling pandemic situation. 00:11:14.030 --> 00:11:20.760 position:50% align:middle But we'll talk more about you and how you can engage on an individual level. 00:11:20.760 --> 00:11:27.100 position:50% align:middle So we practice a lot for major agencies, but we've also done a lot of work interpersonally 00:11:27.100 --> 00:11:28.800 position:50% align:middle with training and interacting. 00:11:28.800 --> 00:11:33.520 position:50% align:middle And we want to get it down to the more message-centered approach. 00:11:33.520 --> 00:11:39.550 position:50% align:middle So I just wanted to say that we think that your mission, like our mission is about reducing risk, 00:11:39.550 --> 00:11:46.120 position:50% align:middle particularly a public risk by certifying nurses and various activities that you do. 00:11:46.120 --> 00:11:53.430 position:50% align:middle And by doing that, we're saying that an instructional approach is our foundation. 00:11:53.430 --> 00:11:55.330 position:50% align:middle And Deanna will talk more about that in a minute. 00:11:55.330 --> 00:12:02.950 position:50% align:middle But we're saying that we can reduce risk hazard by having the right messages in place, 00:12:02.950 --> 00:12:10.560 position:50% align:middle defending procedures that are in place to reduce risk, and putting it all in context. 00:12:10.560 --> 00:12:13.260 position:50% align:middle - So we always like to begin by talking about what is our goal. 00:12:13.260 --> 00:12:16.120 position:50% align:middle What is our raison d'être in what we do, so to speak? 00:12:16.120 --> 00:12:21.080 position:50% align:middle And it was interesting to listen to Professor Jordan because he said, "Remember, words matter." 00:12:21.080 --> 00:12:25.840 position:50% align:middle And interestingly, that's one of our mottoes, the right words, whether it's verbal or 00:12:25.840 --> 00:12:31.610 position:50% align:middle nonverbal symbols, but the right messages, the right words at the right time saves lives. 00:12:31.610 --> 00:12:35.510 position:50% align:middle So a consistent theme is running through already today, I think. 00:12:35.510 --> 00:12:42.580 position:50% align:middle So our goal has been for about the last 20 years, can we design an effective instructional risk and 00:12:42.580 --> 00:12:46.410 position:50% align:middle crisis model that's easy to use? 00:12:46.410 --> 00:12:47.480 position:50% align:middle Why easy to use? 00:12:47.480 --> 00:12:50.570 position:50% align:middle Because communication scholars aren't going to be the ones using the model. 00:12:50.570 --> 00:12:53.790 position:50% align:middle People who are doing the work on the ground, who have to come up with the messages are the ones that 00:12:53.790 --> 00:12:54.780 position:50% align:middle are using it. 00:12:54.780 --> 00:12:59.080 position:50% align:middle If it's so complex, we need to decomplexify it, or as Tim said with Einstein, 00:12:59.080 --> 00:13:02.360 position:50% align:middle we make it simple enough that people can use it. 00:13:02.360 --> 00:13:05.970 position:50% align:middle They don't have to be a communication scientist to do so. 00:13:05.970 --> 00:13:08.460 position:50% align:middle But also easy to remember. 00:13:08.460 --> 00:13:12.470 position:50% align:middle So we have an acronym, IDEA that stands for the four elements in the model, 00:13:12.470 --> 00:13:18.450 position:50% align:middle and that's intentional on our part, strategic, if you will, so that it's easy to remember. 00:13:18.450 --> 00:13:21.750 position:50% align:middle But we also wanted it to be theoretically grounded. 00:13:21.750 --> 00:13:26.500 position:50% align:middle In other words, we wanted our fellow scholars in the field of communication studies and sciences 00:13:26.500 --> 00:13:29.260 position:50% align:middle to understand that we are theoretically grounded. 00:13:29.260 --> 00:13:34.960 position:50% align:middle Some of the backlash that we got early on as crisis communication specialists was you're just talking 00:13:34.960 --> 00:13:39.970 position:50% align:middle about anecdotal stories and you're dissecting them and saying, "Here's what worked and didn't work 00:13:39.970 --> 00:13:40.730 position:50% align:middle in that story." 00:13:40.730 --> 00:13:43.490 position:50% align:middle And we said, "No, we can make this theoretically grounded." 00:13:43.490 --> 00:13:45.320 position:50% align:middle And so that was important for us. 00:13:45.320 --> 00:13:51.310 position:50% align:middle And we also wanted to be data-driven based on rigorous research so that, again, 00:13:51.310 --> 00:13:56.990 position:50% align:middle our colleagues would understand that what we're doing is grounded in data, in rigorous research. 00:13:56.990 --> 00:14:05.000 position:50% align:middle But ultimately our goal is to empower people to make informed decisions because people will make a decision 00:14:05.000 --> 00:14:06.170 position:50% align:middle to do something, won't they? 00:14:06.170 --> 00:14:10.220 position:50% align:middle Even if it's not the best thing for self-protection for themselves and others, right? 00:14:10.220 --> 00:14:11.450 position:50% align:middle They will do something. 00:14:11.450 --> 00:14:15.850 position:50% align:middle So we want them to be empowered to make informed decisions, to reduce harm, 00:14:15.850 --> 00:14:18.580 position:50% align:middle and ultimately to save lives. 00:14:18.580 --> 00:14:24.120 position:50% align:middle And so that is our raison d'être for our research paradigm. 00:14:24.120 --> 00:14:25.220 position:50% align:middle We're theoretically grounded. 00:14:25.220 --> 00:14:29.160 position:50% align:middle We're not going to go into all these theories, but these are some of the theories that have guided the 00:14:29.160 --> 00:14:31.360 position:50% align:middle work that developed the IDEA model. 00:14:31.360 --> 00:14:35.150 position:50% align:middle It started with the experiential learning theory because as Tim already mentioned, 00:14:35.150 --> 00:14:38.800 position:50% align:middle what we realized is that to be effective, it's instructional. 00:14:38.800 --> 00:14:42.900 position:50% align:middle We need to get people to understand what's happening, why it's important to them, 00:14:42.900 --> 00:14:44.360 position:50% align:middle and what they should do about it. 00:14:44.360 --> 00:14:46.390 position:50% align:middle That's experiential learning theory. 00:14:46.390 --> 00:14:48.840 position:50% align:middle It's instructional communication theory. 00:14:48.840 --> 00:14:52.380 position:50% align:middle Then we've also expanded it on things like exemplification theory, 00:14:52.380 --> 00:14:58.670 position:50% align:middle short quick heuristics to remember what we need to do or how to act, muscle memory activities like what to do 00:14:58.670 --> 00:15:03.230 position:50% align:middle when a tornado is coming or an earthquake's going to hit drop, cover, hold on. 00:15:03.230 --> 00:15:08.420 position:50% align:middle Immediacy theory, the importance of dialogue and co-constructing meaning that we can't just come in and 00:15:08.420 --> 00:15:13.800 position:50% align:middle assume we know what the values, and needs, and desires are of the people that we're working with. 00:15:13.800 --> 00:15:19.520 position:50% align:middle Convergence theory, you know, the whole thing with the misinformation, 00:15:19.520 --> 00:15:25.150 position:50% align:middle disinformation, and malformation that's happened over the course of this pandemic, right, and what to do, 00:15:25.150 --> 00:15:30.530 position:50% align:middle not to do, what's true, what's not true is really a matter of losing this piece 00:15:30.530 --> 00:15:31.890 position:50% align:middle of what needs to be done. 00:15:31.890 --> 00:15:37.970 position:50% align:middle Convergence theory is about making sure that we have control of the master narrative so that those pieces 00:15:37.970 --> 00:15:42.070 position:50% align:middle of mis, dis, and malformation are getting debunked all along the way. 00:15:42.070 --> 00:15:43.970 position:50% align:middle That didn't happen, and that's unfortunate. 00:15:43.970 --> 00:15:46.420 position:50% align:middle We lost many more lives as a result. 00:15:46.420 --> 00:15:49.700 position:50% align:middle Dialogue. That's that idea of co-constructing meaning. 00:15:49.700 --> 00:15:53.450 position:50% align:middle And communities of practice, putting together diverse groups of people and 00:15:53.450 --> 00:15:59.190 position:50% align:middle stakeholder groups to talk together, not to assume that the sender has all the answers. 00:15:59.190 --> 00:16:03.710 position:50% align:middle "I am the all-powerful Oz," in the words of the Wizard of Oz. 00:16:03.710 --> 00:16:06.730 position:50% align:middle Yes, moving on. 00:16:06.730 --> 00:16:10.260 position:50% align:middle For our colleagues, we need to measure whether or not our messages are effective. 00:16:10.260 --> 00:16:13.720 position:50% align:middle So since we're instructional in nature, we went to how we measure 00:16:13.720 --> 00:16:15.980 position:50% align:middle effective instructional communication. 00:16:15.980 --> 00:16:18.640 position:50% align:middle And that's by how people learn. 00:16:18.640 --> 00:16:23.600 position:50% align:middle And the three measures that exist for how people learn are affective learning. 00:16:23.600 --> 00:16:29.260 position:50% align:middle Do they realize the perceived relevance, value, utility of what is being discussed? 00:16:29.260 --> 00:16:32.350 position:50% align:middle If you don't, if you're in a class, think of yourself in a class and you think it doesn't 00:16:32.350 --> 00:16:34.920 position:50% align:middle matter to you, you stop listening, right? 00:16:34.920 --> 00:16:38.160 position:50% align:middle You stop worrying about it or just enough to get the A on the test or whatever it might be. 00:16:38.160 --> 00:16:40.110 position:50% align:middle You got to see the relevance. 00:16:40.110 --> 00:16:43.810 position:50% align:middle Second, B, ABCs, behavioral. 00:16:43.810 --> 00:16:47.460 position:50% align:middle Can people perform the action, the desired action that we want them to perform? 00:16:47.460 --> 00:16:50.650 position:50% align:middle And C, cognitive learning, comprehension. 00:16:50.650 --> 00:16:54.320 position:50% align:middle Do people understand what's going on, what these things are and what they mean? 00:16:54.320 --> 00:16:54.860 position:50% align:middle Yeah. 00:16:54.860 --> 00:16:57.840 position:50% align:middle So those are how we measure learning in all of our studies. 00:16:57.840 --> 00:17:02.610 position:50% align:middle - So we've done a lot of different projects, and it's been very exciting. 00:17:02.610 --> 00:17:05.900 position:50% align:middle We've done a lot of work with the United States Department of Agriculture, 00:17:05.900 --> 00:17:12.930 position:50% align:middle helping them understand how to best issue food recalls and warnings about things like E.coli. 00:17:12.930 --> 00:17:20.110 position:50% align:middle With Golden Rice, that was an exciting project working in the South Pacific area with the development of rice 00:17:20.110 --> 00:17:22.810 position:50% align:middle that can provide different forms of nutrients. 00:17:22.810 --> 00:17:27.260 position:50% align:middle People trying to overcome some of the hesitation to eat something different, 00:17:27.260 --> 00:17:30.970 position:50% align:middle even though it's designed to address a serious problem. 00:17:30.970 --> 00:17:36.520 position:50% align:middle Disney did a project with them, talking about how to explain to customers why things 00:17:36.520 --> 00:17:41.330 position:50% align:middle are closed, why the annual pass system is changing in response to the pandemic, 00:17:41.330 --> 00:17:44.960 position:50% align:middle and what some of the different messaging systems could be. 00:17:44.960 --> 00:17:45.900 position:50% align:middle Lots of different things. 00:17:45.900 --> 00:17:54.080 position:50% align:middle Mudslides in Uganda was a fascinating experience for us where we talked to villagers on the side of a mountain 00:17:54.080 --> 00:17:59.650 position:50% align:middle that were moving further and further up the mountain as their population grew, 00:17:59.650 --> 00:18:06.620 position:50% align:middle and as climate change produced heavier rains, entire families and villages were being swept 00:18:06.620 --> 00:18:09.900 position:50% align:middle away in mudslides. 00:18:09.900 --> 00:18:16.180 position:50% align:middle We went up to try to talk to them about warnings and explaining the danger. 00:18:16.180 --> 00:18:20.110 position:50% align:middle And we had one of those reverse mission moments. 00:18:20.110 --> 00:18:28.040 position:50% align:middle They explained to us that what they simply needed was opportunities from the government to move people that 00:18:28.040 --> 00:18:32.780 position:50% align:middle were at greatest risk and to make safer those that didn't want to move. 00:18:32.780 --> 00:18:38.390 position:50% align:middle In other words, they explained to us that the warnings were not the problem. 00:18:38.390 --> 00:18:44.070 position:50% align:middle The problem was the population, the land, and where they wanted to go. 00:18:44.070 --> 00:18:47.710 position:50% align:middle We then took that message instead of taking the government's message to the people, 00:18:47.710 --> 00:18:49.540 position:50% align:middle we took the people's message to the government. 00:18:49.540 --> 00:18:53.560 position:50% align:middle And I think with that reverse mission, we wound up making a difference. 00:18:53.560 --> 00:18:58.910 position:50% align:middle And I think you can experience those kinds of things too, listening to the people that you're serving, 00:18:58.910 --> 00:19:02.230 position:50% align:middle that you're guiding, taking that message upwards. 00:19:02.230 --> 00:19:04.780 position:50% align:middle In many ways, you're in a central position. 00:19:04.780 --> 00:19:10.090 position:50% align:middle And I think that's a fascinating opportunity, and we'll talk about some of the different kinds 00:19:10.090 --> 00:19:13.260 position:50% align:middle of strategies that will work for that. 00:19:13.260 --> 00:19:17.610 position:50% align:middle - So that said, now that we've illustrated that we're theoretically grounded and data-driven, yes, 00:19:17.610 --> 00:19:20.851 position:50% align:middle okay, the model. 00:19:21.410 --> 00:19:28.380 position:50% align:middle So the IDEA model stands for four components, internalization, distribution, explanation, and action. 00:19:28.380 --> 00:19:32.480 position:50% align:middle These are the four things, IDEA, to remember when you're thinking about how you're going to communicate 00:19:32.480 --> 00:19:35.280 position:50% align:middle effectively regarding risk and crisis. 00:19:35.280 --> 00:19:39.940 position:50% align:middle During the pandemic, when we were all locked down, we had an opportunity to work with a group 00:19:39.940 --> 00:19:41.490 position:50% align:middle called Research Outreach. 00:19:41.490 --> 00:19:45.560 position:50% align:middle And their entire mission is to take theoretical work being done in the academic world and make it make 00:19:45.560 --> 00:19:49.550 position:50% align:middle meaning for people in...practitioners on the ground. 00:19:49.550 --> 00:19:55.210 position:50% align:middle And one of the things that they did with us during that time was develop a one-minute YouTube video to describe 00:19:55.210 --> 00:19:56.010 position:50% align:middle the IDEA model. 00:19:56.010 --> 00:20:01.371 position:50% align:middle And we thought that might be a nice thing to show you as kind of a preview to what this model represents. 00:20:02.991 --> 00:20:05.991 position:50% align:middle ♪ [music] ♪ 00:21:17.690 --> 00:21:20.810 position:50% align:middle So as I mentioned, we were all about connection and collaboration. 00:21:20.810 --> 00:21:25.370 position:50% align:middle And one of the things that I got convicted about during the lockdown of the COVID-19 pandemic, 00:21:25.370 --> 00:21:34.950 position:50% align:middle was the ways in which I watched people in media say the wrong things at the wrong time just to... 00:21:34.950 --> 00:21:40.040 position:50% align:middle That we knew better because we had data-driven, empirical, theoretically-grounded research that knew 00:21:40.040 --> 00:21:41.990 position:50% align:middle how to put up this message together better. 00:21:41.990 --> 00:21:46.670 position:50% align:middle And so we wanted to get something that was short and sweet, one minute or less. 00:21:46.670 --> 00:21:50.900 position:50% align:middle Can we get that out there and get it distributed more quickly? 00:21:50.900 --> 00:21:54.630 position:50% align:middle So that's kind of what that piece is about and where that came from. 00:21:54.630 --> 00:22:00.000 position:50% align:middle So I want to talk just a little bit right now about each of the four components and what each one means. 00:22:00.000 --> 00:22:01.980 position:50% align:middle So the first component is internalization. 00:22:01.980 --> 00:22:06.640 position:50% align:middle And internalization you need to think about how to answer this question. 00:22:06.640 --> 00:22:12.760 position:50% align:middle This is the question that needs to be answered in order to motivate people that you're working with to think 00:22:12.760 --> 00:22:14.860 position:50% align:middle that this is important and relevant to them. 00:22:14.860 --> 00:22:20.850 position:50% align:middle Am I or those I care about affected and how? 00:22:20.850 --> 00:22:24.240 position:50% align:middle In order to do that, we discovered through our research that the first thing 00:22:24.240 --> 00:22:27.270 position:50% align:middle is you have to build trust. 00:22:27.270 --> 00:22:31.360 position:50% align:middle So for the Uganda example, the first thing for us was we're a couple of strangers 00:22:31.360 --> 00:22:37.210 position:50% align:middle from the United States was to build trust that, you know, we're there to try to be helpful if 00:22:37.210 --> 00:22:37.990 position:50% align:middle we could be. 00:22:37.990 --> 00:22:41.630 position:50% align:middle But then the second thing is listen, encourage storytelling. 00:22:41.630 --> 00:22:47.040 position:50% align:middle Find out what the norms and values are of the people and then help them see the linkages, 00:22:47.040 --> 00:22:48.100 position:50% align:middle the relevance for them. 00:22:48.100 --> 00:22:50.410 position:50% align:middle Don't come in and say, "It's relevant to you because the 00:22:50.410 --> 00:22:51.710 position:50% align:middle mudslides are coming." 00:22:51.710 --> 00:22:53.710 position:50% align:middle No, it's how might it be relevant. 00:22:53.710 --> 00:22:59.190 position:50% align:middle Find out, hear the stories, and engage in dialogue. 00:22:59.190 --> 00:23:04.220 position:50% align:middle It's so important to get that piece right about making it relevant to people. 00:23:04.220 --> 00:23:08.320 position:50% align:middle You can't assume that you know what's going to make something relevant. 00:23:08.320 --> 00:23:10.350 position:50% align:middle The second one is distribution. 00:23:10.350 --> 00:23:16.970 position:50% align:middle And distribution has to answer the question, which communication channel or channels and source or 00:23:16.970 --> 00:23:22.160 position:50% align:middle sources will best reach my target populations that I'm trying to reach? 00:23:22.160 --> 00:23:28.490 position:50% align:middle And 20 years ago, the best practices in this field said, "Find one spokesperson to give one message, 00:23:28.490 --> 00:23:29.990 position:50% align:middle and that's going to be great." 00:23:29.990 --> 00:23:31.840 position:50% align:middle Well, how did that work? 00:23:31.840 --> 00:23:34.510 position:50% align:middle Yeah, social media blew that one up, right? 00:23:34.510 --> 00:23:39.980 position:50% align:middle Now what we say is it has to be multiple communication channels, multiple sources because different people go 00:23:39.980 --> 00:23:45.690 position:50% align:middle to different sources, right, including, might I add social media influencers. 00:23:45.690 --> 00:23:47.890 position:50% align:middle They need a seat at the table, right? 00:23:47.890 --> 00:23:55.730 position:50% align:middle Because our goal now is to control the master narrative across channels and across sources so that we can 00:23:55.730 --> 00:24:02.380 position:50% align:middle counter and debunk misinformation, disinformation, and malformation. 00:24:02.380 --> 00:24:04.670 position:50% align:middle The third one is explanation. 00:24:04.670 --> 00:24:06.600 position:50% align:middle And that's what's happening? 00:24:06.600 --> 00:24:08.010 position:50% align:middle Why is it happening? 00:24:08.010 --> 00:24:10.940 position:50% align:middle What's being done about it and by whom? 00:24:10.940 --> 00:24:17.450 position:50% align:middle And here, a critical piece here is, if you don't know, it's better to say you don't know than to make 00:24:17.450 --> 00:24:20.740 position:50% align:middle up something and then have to say later, "Oh, it was wrong." 00:24:20.740 --> 00:24:22.230 position:50% align:middle No, we don't know. 00:24:22.230 --> 00:24:23.550 position:50% align:middle Coronavirus is novel. 00:24:23.550 --> 00:24:25.720 position:50% align:middle That means we haven't had this experience before. 00:24:25.720 --> 00:24:27.960 position:50% align:middle We don't think it's airborne, but it might be airborne. 00:24:27.960 --> 00:24:31.220 position:50% align:middle Here are some precautions we're doing, and here's what we're doing to study that. 00:24:31.220 --> 00:24:33.070 position:50% align:middle And we'll come back to you every... 00:24:33.070 --> 00:24:35.880 position:50% align:middle so whenever it is, as we learn more information. 00:24:35.880 --> 00:24:38.860 position:50% align:middle That would've been way better than to say, "It's not airborne. 00:24:38.860 --> 00:24:41.850 position:50% align:middle Just wipe off your grocery bags and your groceries when you put them in your cupboard." 00:24:41.850 --> 00:24:45.740 position:50% align:middle - People get upset when you tell them, "We don't know yet." 00:24:45.740 --> 00:24:51.020 position:50% align:middle But they get really mad when you say, "Oh, yeah, oops, we were wrong on that." 00:24:51.020 --> 00:24:55.980 position:50% align:middle - It's much harder to come back and refute something that you said earlier than to say, "I don't know, 00:24:55.980 --> 00:24:57.180 position:50% align:middle but here's what I'm doing to find out. 00:24:57.180 --> 00:24:58.800 position:50% align:middle And here's what we're doing right now." 00:24:58.800 --> 00:25:00.460 position:50% align:middle That's what people want to know. What are you doing? 00:25:00.460 --> 00:25:02.100 position:50% align:middle What do you know? What do you don't, you know? 00:25:02.100 --> 00:25:04.380 position:50% align:middle And what are you doing to find out, right? 00:25:04.380 --> 00:25:05.490 position:50% align:middle Decomplexify. 00:25:05.490 --> 00:25:09.100 position:50% align:middle I loved Professor Jordan's term for that. 00:25:09.100 --> 00:25:11.220 position:50% align:middle Decomplexify the complex. 00:25:11.220 --> 00:25:14.130 position:50% align:middle We call it intelligible translation. 00:25:14.130 --> 00:25:19.150 position:50% align:middle In order for explanation to be effective, we have to take it out of the scientific realm and put 00:25:19.150 --> 00:25:24.150 position:50% align:middle it into a realm that makes sense to people who aren't schooled in that scientific discipline. 00:25:24.150 --> 00:25:27.980 position:50% align:middle And that has been a problem consistently in explanation. 00:25:27.980 --> 00:25:29.430 position:50% align:middle - Including state legislators. 00:25:29.430 --> 00:25:31.600 position:50% align:middle - Yeah. 00:25:31.600 --> 00:25:34.340 position:50% align:middle And the fourth component is action. 00:25:34.340 --> 00:25:39.430 position:50% align:middle Now, this is not action what are the agencies and the responsible parties doing? 00:25:39.430 --> 00:25:41.250 position:50% align:middle That's explanation. 00:25:41.250 --> 00:25:44.340 position:50% align:middle Action is what am I supposed to do or what am I not supposed to do? 00:25:44.340 --> 00:25:46.730 position:50% align:middle Am I supposed to hide under a table? Am I supposed to do...? 00:25:46.730 --> 00:25:48.450 position:50% align:middle Am I supposed to wear a mask, not wear a mask? 00:25:48.450 --> 00:25:51.540 position:50% align:middle Am I supposed to, you know, stay six feet apart or not six feet apart, or...? 00:25:51.540 --> 00:25:54.730 position:50% align:middle What am I supposed to do? 00:25:54.730 --> 00:25:57.140 position:50% align:middle That's what action is. Specific. 00:25:57.140 --> 00:26:00.850 position:50% align:middle It needs to be specific, and it needs to be end-user-oriented, 00:26:00.850 --> 00:26:03.590 position:50% align:middle not what is the organization doing. 00:26:03.590 --> 00:26:09.481 position:50% align:middle And it needs to be, that's where exemplars, exemplification theory, can come into play, 00:26:09.481 --> 00:26:12.530 position:50% align:middle short heuristics, drop, cover, hold on. 00:26:12.530 --> 00:26:13.500 position:50% align:middle Simple things. 00:26:13.500 --> 00:26:18.290 position:50% align:middle Don't share your air, right, to wear masks, so put it over your nose. 00:26:18.290 --> 00:26:21.506 position:50% align:middle Yeah. Okay? And modeling. 00:26:21.506 --> 00:26:25.890 position:50% align:middle Some of our early research, what we did with our data-driven research was to do 00:26:25.890 --> 00:26:33.240 position:50% align:middle content analyses of the actual messages that were going out when a crisis or a risk situation would erupt 00:26:33.240 --> 00:26:34.320 position:50% align:middle over the media. Yeah. 00:26:34.320 --> 00:26:39.200 position:50% align:middle And what we found is that almost to a tee, it was unbelievable, 00:26:39.200 --> 00:26:43.990 position:50% align:middle explanation was being considered instruction, right? 00:26:43.990 --> 00:26:47.190 position:50% align:middle They thought, "If they don't get this, we'll do a better educational campaign. 00:26:47.190 --> 00:26:50.380 position:50% align:middle We'll give them more information, more information." 00:26:50.380 --> 00:26:51.930 position:50% align:middle And that's not instruction. 00:26:51.930 --> 00:26:55.160 position:50% align:middle That's not achieving the three outcomes of learning. 00:26:55.160 --> 00:26:57.820 position:50% align:middle That's just more explanation, right? 00:26:57.820 --> 00:27:01.310 position:50% align:middle It's not rounding what we call the cycle of learning. Okay? 00:27:01.310 --> 00:27:02.430 position:50% align:middle Here's one example. 00:27:02.430 --> 00:27:03.220 position:50% align:middle Ebola. 00:27:03.220 --> 00:27:10.229 position:50% align:middle When Ebola wasn't in the cards for the United States, came to Dallas, Texas in 2014, 00:27:10.229 --> 00:27:13.750 position:50% align:middle some of my colleagues and I collected data. 00:27:13.750 --> 00:27:18.973 position:50% align:middle We collected the content to examine messages from the Dallas press releases and media outlets, 00:27:18.973 --> 00:27:20.760 position:50% align:middle from the CDC the U.S. CDC, and from the World Health Organization 00:27:20.760 --> 00:27:26.930 position:50% align:middle to see what they were saying, if they were rounding that cycle of learning. 00:27:26.930 --> 00:27:31.780 position:50% align:middle Well, the orange bar is the explanation. 00:27:31.780 --> 00:27:36.950 position:50% align:middle So in 2014, still, you know, was still highly explanation at the expense 00:27:36.950 --> 00:27:39.590 position:50% align:middle of action and internalization. 00:27:39.590 --> 00:27:40.900 position:50% align:middle So we had some work to do. 00:27:40.900 --> 00:27:45.030 position:50% align:middle This was after in 2010, we did this with a big egg recall. 00:27:45.030 --> 00:27:46.590 position:50% align:middle And it was that same thing. 00:27:46.590 --> 00:27:54.180 position:50% align:middle Last year, my colleagues and I did it with the preventative measures being addressed for COVID 00:27:54.180 --> 00:27:56.970 position:50% align:middle protection and it was the same thing. 00:27:56.970 --> 00:27:57.970 position:50% align:middle We did six states. 00:27:57.970 --> 00:28:01.130 position:50% align:middle We didn't do all 50 states, but we did 6, same thing. 00:28:01.130 --> 00:28:03.620 position:50% align:middle So we still, we're not getting through, we're not getting through, 00:28:03.620 --> 00:28:07.147 position:50% align:middle we're not breaking through the silo yet. Okay. 00:28:09.200 --> 00:28:13.510 position:50% align:middle - Another one that we worked on, I think you'll find this example interesting. 00:28:13.510 --> 00:28:17.510 position:50% align:middle During COVID, we were able to work with public television. 00:28:17.510 --> 00:28:19.070 position:50% align:middle This is a quick story. 00:28:19.070 --> 00:28:25.330 position:50% align:middle I had a student that took a risk class, a risk communication class that I was teaching. 00:28:25.330 --> 00:28:27.580 position:50% align:middle She was working on an advanced degree. 00:28:27.580 --> 00:28:34.340 position:50% align:middle She was the director of communication at the public television station in Orlando. 00:28:34.340 --> 00:28:40.520 position:50% align:middle So she was watching this, and she said, "You know, this really fits with a project I have in mind." 00:28:40.520 --> 00:28:47.800 position:50% align:middle They were developing a project that they started after the Pulse nightclub shooting that was in Orlando when 00:28:47.800 --> 00:28:50.950 position:50% align:middle nearly 50 people were killed by a single gunman. 00:28:50.950 --> 00:28:57.970 position:50% align:middle And this information was so troubling to children that she had viewers reaching out and saying, 00:28:57.970 --> 00:28:59.170 position:50% align:middle "Is there something you can show? 00:28:59.170 --> 00:29:01.490 position:50% align:middle Is there something you can tell us to help children?" 00:29:01.490 --> 00:29:05.240 position:50% align:middle And she thought about it and she thought, we really don't have something. 00:29:05.240 --> 00:29:06.670 position:50% align:middle We need to develop it. 00:29:06.670 --> 00:29:13.090 position:50% align:middle To develop it, she went back in time to a classic from public television, Mr. Rogers. 00:29:13.090 --> 00:29:15.810 position:50% align:middle - How many of you know Mr. Rogers? 00:29:15.810 --> 00:29:16.630 position:50% align:middle - Come on. Come on. 00:29:16.630 --> 00:29:19.240 position:50% align:middle - I was raised on Mr. Rogers. I loved him. 00:29:19.240 --> 00:29:26.870 position:50% align:middle - Yeah. So, what Mr. Rogers always said that if you're worried, if you're troubled, if you are in trouble, 00:29:26.870 --> 00:29:29.300 position:50% align:middle look for the helpers. They're always there. 00:29:29.300 --> 00:29:34.010 position:50% align:middle Might be a doctor, might be a police officer, might be a teacher, might be a parent, 00:29:34.010 --> 00:29:35.790 position:50% align:middle might be somebody else's parent. 00:29:35.790 --> 00:29:41.690 position:50% align:middle And so they started this Meet the Helpers program and for kids to help them, as Deanna said, 00:29:41.690 --> 00:29:43.420 position:50% align:middle have something they could do. 00:29:43.420 --> 00:29:44.710 position:50% align:middle Kids get real worried. 00:29:44.710 --> 00:29:46.530 position:50% align:middle When we just explain it to them, "It's going to be okay. 00:29:46.530 --> 00:29:50.500 position:50% align:middle It's going to be okay," We find that, and we had child psychologists on the team, 00:29:50.500 --> 00:29:53.100 position:50% align:middle we find that if we say, "But here's something you can do, 00:29:53.100 --> 00:29:55.260 position:50% align:middle it's really helpful," they love to do it. 00:29:55.260 --> 00:30:00.550 position:50% align:middle And so they taught them things like, what is the difference between social distancing and 00:30:00.550 --> 00:30:02.140 position:50% align:middle not social distancing? 00:30:02.140 --> 00:30:08.600 position:50% align:middle Can't say it's six feet, but you can say, "Hey, if that door on the wall were to lay flat, 00:30:08.600 --> 00:30:11.660 position:50% align:middle it's that far apart. Try to stay that far apart. 00:30:11.660 --> 00:30:14.200 position:50% align:middle Wash your hands." And the videos go on. 00:30:14.200 --> 00:30:20.510 position:50% align:middle "This is, you can't go visit someone who's sick, but you can take them food, you can take them a card, 00:30:20.510 --> 00:30:21.600 position:50% align:middle you can visit them." 00:30:21.600 --> 00:30:23.860 position:50% align:middle So they helped them understand. 00:30:23.860 --> 00:30:25.790 position:50% align:middle They had already internalized the problem. 00:30:25.790 --> 00:30:29.430 position:50% align:middle They understood that something bad was happening, gave them action. 00:30:29.430 --> 00:30:30.290 position:50% align:middle This is kids. 00:30:30.290 --> 00:30:36.100 position:50% align:middle But it just goes to show, what Deanna is saying, if you round the cycle, include all these elements, 00:30:36.100 --> 00:30:42.760 position:50% align:middle you're giving people a better chance to manage these threatening hazards that we all face. 00:30:42.760 --> 00:30:43.980 position:50% align:middle - I love that story. 00:30:43.980 --> 00:30:49.370 position:50% align:middle Such a good story of intelligible translation is maybe across languages, like from Spanish to French 00:30:49.370 --> 00:30:52.910 position:50% align:middle to English, but it's also a translation for the different groups that you're working with. 00:30:52.910 --> 00:30:55.229 position:50% align:middle And this is translation for children. I love it. 00:30:55.229 --> 00:30:58.152 position:50% align:middle And we just came back from St. Louis where our daughter 00:30:58.152 --> 00:31:02.218 position:50% align:middle and her family live, and our grandson, Lincoln turned six on Halloween. 00:31:02.218 --> 00:31:04.430 position:50% align:middle And so we got to go spend the birthday with him, and it was the cutest thing. 00:31:04.430 --> 00:31:05.880 position:50% align:middle She said, "Time to wash hands." 00:31:05.880 --> 00:31:07.260 position:50% align:middle I said, "I'll go wash hands with Lincoln." 00:31:07.260 --> 00:31:10.180 position:50% align:middle And we went in there, he starts singing the happy birthday song. 00:31:10.180 --> 00:31:11.910 position:50% align:middle He was so... No prompting. 00:31:11.910 --> 00:31:13.060 position:50% align:middle He just knew that it was going to take... 00:31:13.060 --> 00:31:14.840 position:50% align:middle You know, it did work. 00:31:14.840 --> 00:31:15.800 position:50% align:middle It really was interesting. 00:31:15.800 --> 00:31:19.030 position:50% align:middle - This got so popular, and they shared it with other stations that they were 00:31:19.030 --> 00:31:21.060 position:50% align:middle nominated for an Emmy last year. 00:31:21.060 --> 00:31:22.670 position:50% align:middle So that's cool. 00:31:22.670 --> 00:31:26.890 position:50% align:middle All my class papers get nominated for Emmys. 00:31:26.890 --> 00:31:29.500 position:50% align:middle That's a lie. Just kidding. 00:31:29.500 --> 00:31:32.060 position:50% align:middle - But the Emmy is not a lie, so it's cool. 00:31:32.060 --> 00:31:32.690 position:50% align:middle Okay. 00:31:32.690 --> 00:31:36.800 position:50% align:middle So again, we've been talking about rounding the cycle of learning and thanking you for the opportunity 00:31:36.800 --> 00:31:41.380 position:50% align:middle to engage in this opportunity for us to learn as we co-construct meaning together. 00:31:41.380 --> 00:31:49.340 position:50% align:middle So it's time for us to move to part two of our three-part talk, conflict, capacity, and compression. 00:31:49.340 --> 00:31:53.730 position:50% align:middle And what we'd like you to do is, well, do you want to talk about this slide, please? 00:31:53.730 --> 00:31:59.050 position:50% align:middle - Yeah. I just wanted to say that, at this point, we tried to understand some of the issues 00:31:59.050 --> 00:31:59.840 position:50% align:middle that you face. 00:31:59.840 --> 00:32:03.200 position:50% align:middle We talked to Nicole, we got some other information, we did some reading, 00:32:03.200 --> 00:32:10.670 position:50% align:middle and we feel like if we cover three areas and have a chance for us to understand and for you to apply the 00:32:10.670 --> 00:32:12.070 position:50% align:middle model and understand how it works. 00:32:12.070 --> 00:32:20.810 position:50% align:middle So we're talking about conflict being anytime you are in a supervisory position as your boards are, 00:32:20.810 --> 00:32:22.830 position:50% align:middle you have potential for conflict. 00:32:22.830 --> 00:32:26.400 position:50% align:middle Maybe within, maybe people upset by what you're doing, you tell us. 00:32:26.400 --> 00:32:29.210 position:50% align:middle But clearly, we understand that. 00:32:29.210 --> 00:32:34.340 position:50% align:middle Then also, you have people who want you to act outside your lane, want you to do more than you can. 00:32:34.340 --> 00:32:35.430 position:50% align:middle They put pressure on you. 00:32:35.430 --> 00:32:37.450 position:50% align:middle "Do something about this. I've got this problem. 00:32:37.450 --> 00:32:39.930 position:50% align:middle Take it to the state Board of Nursing." 00:32:39.930 --> 00:32:45.470 position:50% align:middle Well, the problem is that many of those requests, as we say, are not your responsibility. 00:32:45.470 --> 00:32:48.180 position:50% align:middle How do you explain that? How do you respond to that? 00:32:48.180 --> 00:32:51.790 position:50% align:middle And then perhaps the hardest one of all, compression. 00:32:51.790 --> 00:32:55.340 position:50% align:middle Pressure from governors, pressure from those that are above you, 00:32:55.340 --> 00:33:02.150 position:50% align:middle and then pressure from those who want higher standards, different standards, those who want the 00:33:02.150 --> 00:33:04.220 position:50% align:middle same standards, more standards. 00:33:04.220 --> 00:33:10.430 position:50% align:middle There's this compression that you can feel at the state level that is a natural occurrence. 00:33:10.430 --> 00:33:14.590 position:50% align:middle So we're going to talk about these together for a few minutes 00:33:14.590 --> 00:33:16.260 position:50% align:middle - Yeah. Engage in some dialogue 00:33:16.260 --> 00:33:20.940 position:50% align:middle - Because we know that you're experiencing things that are similar. 00:33:20.940 --> 00:33:24.740 position:50% align:middle And we always say you learn from experience. 00:33:24.740 --> 00:33:30.140 position:50% align:middle Well, you do, but you don't really learn from the experience you learn that really hurt. 00:33:30.140 --> 00:33:32.100 position:50% align:middle That's painful. That's frustrating. 00:33:32.100 --> 00:33:33.610 position:50% align:middle I'm mad. 00:33:33.610 --> 00:33:38.920 position:50% align:middle But the learning, as Deanna described it, affective, behavioral, cognitive, 00:33:38.920 --> 00:33:42.570 position:50% align:middle our own learning comes from reflection and talking about it. 00:33:42.570 --> 00:33:46.570 position:50% align:middle That's why we're talking a little bit about it now, to encourage you to do that now and 00:33:46.570 --> 00:33:47.550 position:50% align:middle through the whole conference. 00:33:47.550 --> 00:33:50.650 position:50% align:middle - So what we're going to ask you to do right now is pair up. 00:33:50.650 --> 00:33:53.260 position:50% align:middle You can pair up with one other person, or if we have an odd number, 00:33:53.260 --> 00:33:55.870 position:50% align:middle you can pair up with two other people total of three. 00:33:55.870 --> 00:33:59.680 position:50% align:middle So if you have five people at your table, you can have two and three. 00:33:59.680 --> 00:34:03.040 position:50% align:middle If you only have one person, can you find somebody at another table, right? 00:34:03.040 --> 00:34:05.670 position:50% align:middle So I want you to pair up, and what I'd like you to do is if you don't know 00:34:05.670 --> 00:34:08.960 position:50% align:middle each other, to introduce yourselves to each other. Yes. 00:34:08.960 --> 00:34:10.160 position:50% align:middle And then I want you to find out... 00:34:10.160 --> 00:34:11.340 position:50% align:middle - [Male] [inaudible]. 00:34:11.340 --> 00:34:13.650 position:50% align:middle - Great. 00:34:13.650 --> 00:34:20.180 position:50% align:middle And would you find out whose birthday is coming up next? 00:34:20.580 --> 00:34:22.930 position:50% align:middle Now that you've introduced each other, what we'd like to find out is, 00:34:22.930 --> 00:34:24.600 position:50% align:middle who's got a birthday coming up really soon? 00:34:24.600 --> 00:34:25.740 position:50% align:middle Who thinks they're the winner? 00:34:25.740 --> 00:34:27.100 position:50% align:middle Raise your hand. 00:34:27.100 --> 00:34:28.880 position:50% align:middle Back in the back. 00:34:28.880 --> 00:34:32.300 position:50% align:middle When is your birthday? 00:34:32.300 --> 00:34:33.190 position:50% align:middle November 13th. 00:34:33.190 --> 00:34:35.430 position:50% align:middle - [Female] [inaudible]. 00:34:35.430 --> 00:34:37.760 position:50% align:middle - Anybody before November 13th? 00:34:37.760 --> 00:34:39.030 position:50% align:middle - [Female 2] Same month. 00:34:39.030 --> 00:34:41.090 position:50% align:middle - But later in November? 00:34:41.090 --> 00:34:44.560 position:50% align:middle Anybody else have a birthday sooner than November 13th? 00:34:44.560 --> 00:34:47.447 position:50% align:middle And you are? 00:34:48.590 --> 00:34:49.490 position:50% align:middle - [Mary] Mary from Mississippi. 00:34:49.490 --> 00:34:52.232 position:50% align:middle - Mary from Mississippi is our winner. 00:34:56.270 --> 00:35:01.470 position:50% align:middle And now that we did a little happy, fuzzy, warm, and fuzzy, let's go on to find some conflict. Tim. 00:35:01.470 --> 00:35:09.150 position:50% align:middle - Just want to hear you share with each other stories of a conflict situation that happened because of your 00:35:09.150 --> 00:35:10.660 position:50% align:middle role that probably shouldn't have happened. 00:35:10.660 --> 00:35:14.800 position:50% align:middle It's not fair, but you wound up in a conflict situation. 00:35:14.800 --> 00:35:15.810 position:50% align:middle And then we want you to... 00:35:15.810 --> 00:35:18.940 position:50% align:middle We're going to have a few people share their examples, so. 00:35:18.940 --> 00:35:24.290 position:50% align:middle - So two minutes to talk to each other a little bit about a conflict situation that came up that you said, 00:35:24.290 --> 00:35:27.140 position:50% align:middle "That shouldn't have been a conflict or frustration about the conflict." 00:35:27.140 --> 00:35:28.090 position:50% align:middle Theres's no rules here. 00:35:28.090 --> 00:35:30.860 position:50% align:middle - And because you're going to share, make sure it's not top secret. 00:35:30.860 --> 00:35:34.330 position:50% align:middle - Okay. Time to wrap up. And let's see. 00:35:34.330 --> 00:35:39.370 position:50% align:middle What we'd like to do is we'd like to ask for a couple of volunteers to share a story. 00:35:39.370 --> 00:35:48.400 position:50% align:middle So if you're willing to share one of the stories from your pair or table if you could raise your hand? 00:35:48.400 --> 00:35:51.570 position:50% align:middle The rule breakers. They've already got a name. 00:35:51.570 --> 00:35:52.560 position:50% align:middle - Yeah, there we are. - Hey, rule breakers. 00:35:52.560 --> 00:35:54.790 position:50% align:middle - Yeah, if you could just go to the microphone then. 00:35:54.790 --> 00:35:56.200 position:50% align:middle I think they're recording it. - Yeah, just somebody come up. 00:35:56.200 --> 00:35:58.900 position:50% align:middle There's a microphone here, here, and here, and here. 00:35:58.900 --> 00:36:02.950 position:50% align:middle Yeah. And would you say your name and where you're from as well when you start? 00:36:02.950 --> 00:36:03.830 position:50% align:middle - [Susan] Sure. 00:36:03.830 --> 00:36:06.580 position:50% align:middle My name is Susan VanBeuge, and I'm from Nevada. 00:36:06.580 --> 00:36:11.550 position:50% align:middle I'm on the Board of Nursing in Nevada, so I'm a board member and I'm also the board president 00:36:11.550 --> 00:36:12.840 position:50% align:middle right now, so. 00:36:12.840 --> 00:36:14.150 position:50% align:middle - Okay. - All right. That's impressive. 00:36:14.150 --> 00:36:15.240 position:50% align:middle All righty. You're getting an applause and you haven't even started. 00:36:15.240 --> 00:36:17.130 position:50% align:middle - Oh, thank you so much. 00:36:17.130 --> 00:36:18.450 position:50% align:middle - You haven't even shared the story. 00:36:18.450 --> 00:36:25.040 position:50% align:middle - Okay. So in our small group, and I'm here with my Nevada colleagues at this table, 00:36:25.040 --> 00:36:29.650 position:50% align:middle and we were talking about conflict in terms of the NLC, the Nurse Licensure Compact. 00:36:29.650 --> 00:36:35.310 position:50% align:middle And so within our own state, you know, there's the conflict that happens within even nursing, 00:36:35.310 --> 00:36:37.870 position:50% align:middle agreeing whether this is a good thing or a bad thing. 00:36:37.870 --> 00:36:41.100 position:50% align:middle And we, you know, as individuals, we think it's a good thing, 00:36:41.100 --> 00:36:48.840 position:50% align:middle but it creates a lot of conflict of the lane that we are in as regulators and our roles and how much we can 00:36:48.840 --> 00:36:51.700 position:50% align:middle do and can't do, and all of those things. So it's a lot of conflict. 00:36:51.700 --> 00:36:55.030 position:50% align:middle - See, and that's a lot of communication stress there. 00:36:55.030 --> 00:36:57.630 position:50% align:middle And how do you respond to that? 00:36:57.630 --> 00:37:01.650 position:50% align:middle Anybody else have some challenge with this topic? 00:37:01.650 --> 00:37:02.200 position:50% align:middle Anybody? See. Yeah. 00:37:02.200 --> 00:37:04.320 position:50% align:middle - So that's one really... 00:37:04.320 --> 00:37:08.730 position:50% align:middle Is that one that other people can resonate with, that there's conflicts because the individuals 00:37:08.730 --> 00:37:13.140 position:50% align:middle within even your organization have different perspectives on what we should or shouldn't do or 00:37:13.140 --> 00:37:14.570 position:50% align:middle what's right or wrong to do? 00:37:14.570 --> 00:37:16.340 position:50% align:middle Is that something that's kind of a common theme? 00:37:16.340 --> 00:37:17.710 position:50% align:middle Can you show me a show of hand? 00:37:17.710 --> 00:37:18.390 position:50% align:middle - Is that a seen conflict? 00:37:18.390 --> 00:37:22.760 position:50% align:middle And that starting to drift into my other Cs, I like to keep things clean, 00:37:22.760 --> 00:37:24.340 position:50% align:middle but I'll deal with reality. 00:37:24.340 --> 00:37:25.850 position:50% align:middle Just kidding. It's good. That's good. 00:37:25.850 --> 00:37:26.790 position:50% align:middle - Okay. - Oh. 00:37:26.790 --> 00:37:28.340 position:50% align:middle - Yes. 00:37:28.340 --> 00:37:32.260 position:50% align:middle - [Angela] Hello, I'm Angela Beard, and I'm from the Tennessee State Board of Nursing. 00:37:32.260 --> 00:37:35.050 position:50% align:middle And I have Charlotte Webb with here with me also. 00:37:35.050 --> 00:37:43.270 position:50% align:middle And we, the RaDonda Vaught case, that went nationwide, that caused a lot of conflict within our board and 00:37:43.270 --> 00:37:46.180 position:50% align:middle within our state as well. 00:37:46.180 --> 00:37:52.310 position:50% align:middle And we as board members actually really took a lot of public media display of dissatisfaction 00:37:52.310 --> 00:37:53.060 position:50% align:middle with the decision. 00:37:53.060 --> 00:37:59.340 position:50% align:middle - And that decision, is that the one where there's the conviction 00:37:59.340 --> 00:38:01.640 position:50% align:middle of a nursing mis-error? 00:38:01.640 --> 00:38:03.100 position:50% align:middle - Yes. She was found guilty. 00:38:03.100 --> 00:38:06.280 position:50% align:middle - Found guilty, and that's being appealed right now, we hope. 00:38:06.280 --> 00:38:09.290 position:50% align:middle - That's our understanding. 00:38:09.290 --> 00:38:10.290 position:50% align:middle - That's our understanding. 00:38:10.290 --> 00:38:13.460 position:50% align:middle How many have been troubled by that case? 00:38:13.460 --> 00:38:16.590 position:50% align:middle Yeah, that was big news, right? Big news. 00:38:16.590 --> 00:38:19.340 position:50% align:middle - You know, we studied earthquake early warnings in L'Aquila. 00:38:19.340 --> 00:38:21.420 position:50% align:middle Do you remember the L'Aquila earthquake? 00:38:21.420 --> 00:38:27.550 position:50% align:middle There was a similar situation where the scientists got convicted for risk communication failure, 00:38:27.550 --> 00:38:33.530 position:50% align:middle communication error is what it was in terms of the reason that people died in that earthquake because they 00:38:33.530 --> 00:38:37.700 position:50% align:middle didn't make sense to the public official, who then shared it with the people and it was the wrong 00:38:37.700 --> 00:38:39.500 position:50% align:middle thing for them to do. Isn't that something? 00:38:39.500 --> 00:38:48.080 position:50% align:middle So that is a very common thing, the concern about getting punished for doing your job, 00:38:48.080 --> 00:38:50.710 position:50% align:middle trying to do your job. Yeah. 00:38:50.710 --> 00:38:54.200 position:50% align:middle - Honest mistakes, so, yeah, so that's a key point. 00:38:54.200 --> 00:38:56.140 position:50% align:middle We'll keep it. This is sort of commonality. 00:38:56.140 --> 00:39:00.100 position:50% align:middle - We would like to get two more. Yeah. 00:39:00.100 --> 00:39:02.280 position:50% align:middle - [Marie] Hi, I'm Marie Claire from Minnesota. 00:39:02.280 --> 00:39:04.773 position:50% align:middle - Hi, we're from Minnesota. - We're from Minnesota. 00:39:04.773 --> 00:39:08.368 position:50% align:middle - Whereabouts in Minnesota? - Someone who talks like me. 00:39:08.368 --> 00:39:09.310 position:50% align:middle - Yeah, sure. 00:39:09.310 --> 00:39:12.770 position:50% align:middle - Minnesota Heights, so near the airport, so. 00:39:12.770 --> 00:39:13.490 position:50% align:middle - Yeah. Good. 00:39:13.490 --> 00:39:19.710 position:50% align:middle - We had a recent nurses' strike, unfortunately, despite our valid efforts to pass the Nurse Licensure 00:39:19.710 --> 00:39:22.210 position:50% align:middle Compact seven times. 00:39:22.210 --> 00:39:27.470 position:50% align:middle So we are in the position of having to license thousands of nurses in a short period of time. 00:39:27.470 --> 00:39:28.310 position:50% align:middle - Wow. 00:39:28.310 --> 00:39:32.740 position:50% align:middle - Which our staff has done amazingly. 00:39:32.740 --> 00:39:38.440 position:50% align:middle But anyway, we had a member of the public come to a board meeting and express their concern about how 00:39:38.440 --> 00:39:40.000 position:50% align:middle slow we are. 00:39:40.000 --> 00:39:43.060 position:50% align:middle Even though we can license nurses in about five days with a complete application. 00:39:43.060 --> 00:39:44.470 position:50% align:middle - Wow. - Yeah, that's amazing. 00:39:44.470 --> 00:39:49.850 position:50% align:middle - So we were at 10 days and wanted, you know, us to spend more money, 00:39:49.850 --> 00:39:54.070 position:50% align:middle get emergency funding from the legislature to hire more staff, like, immediately and just, like, 00:39:54.070 --> 00:39:59.170 position:50% align:middle immediately hit the floor running and can license nurses, you know, tomorrow. 00:39:59.170 --> 00:40:04.400 position:50% align:middle So that was a real struggle for the board to kind of explain the appropriation, 00:40:04.400 --> 00:40:08.600 position:50% align:middle how the board gets their money, how we can spend money because we may have money, 00:40:08.600 --> 00:40:13.260 position:50% align:middle but we only can spend what the legislature appropriates to us. 00:40:13.260 --> 00:40:16.780 position:50% align:middle So there was just a lot of conflict with that. 00:40:16.780 --> 00:40:21.370 position:50% align:middle So that's just an example some crisis that actually is still ongoing. 00:40:21.370 --> 00:40:24.130 position:50% align:middle They didn't settle. So we may see them back striking again. 00:40:24.130 --> 00:40:25.130 position:50% align:middle - Wow. 00:40:25.130 --> 00:40:26.750 position:50% align:middle - Yeah. It's an ongoing crisis. 00:40:26.750 --> 00:40:27.480 position:50% align:middle - Yeah. 00:40:27.480 --> 00:40:33.070 position:50% align:middle My mom was a nurse in Minnesota full career, and I remember when she was out on strike, 00:40:33.070 --> 00:40:37.070 position:50% align:middle I went and marched with her, carried a sign with her. 00:40:37.070 --> 00:40:40.900 position:50% align:middle This is something that happens in Minnesota as I gave her a break. 00:40:40.900 --> 00:40:43.750 position:50% align:middle - And behind the scenes, I don't think I'm talking out of turn, 00:40:43.750 --> 00:40:47.530 position:50% align:middle is that our governor was on the picket line, of course, trying to support nurses in general, 00:40:47.530 --> 00:40:49.650 position:50% align:middle which that's great, of course. 00:40:49.650 --> 00:40:52.020 position:50% align:middle But behind the scenes, they want a report every day on how fast 00:40:52.020 --> 00:40:53.230 position:50% align:middle we're licensing nurses. 00:40:53.230 --> 00:40:55.230 position:50% align:middle - Yeah. So that's a... Yeah, so. 00:40:55.230 --> 00:41:00.830 position:50% align:middle - So internal with the staff too, there's this push and pull of, well, 00:41:00.830 --> 00:41:02.290 position:50% align:middle what's best, you know? 00:41:02.290 --> 00:41:08.070 position:50% align:middle - So I am hearing a theme in all of these is that misunderstanding, misinterpretation, 00:41:08.070 --> 00:41:11.730 position:50% align:middle and differences of opinion tend to be where the conflicts seem to stem. 00:41:11.730 --> 00:41:13.490 position:50% align:middle Is that true? 00:41:13.490 --> 00:41:16.303 position:50% align:middle Do we have one more example somebody's willing to share? 00:41:20.910 --> 00:41:25.720 position:50% align:middle - [Christine] Hi, I'm Christine Penney from Canada, and... 00:41:25.720 --> 00:41:27.623 position:50% align:middle - Someone else who talks like me. 00:41:29.560 --> 00:41:32.410 position:50% align:middle - Don't you know. - Don't you know, hey. 00:41:32.410 --> 00:41:34.740 position:50% align:middle - Hey. - Hey. 00:41:34.740 --> 00:41:44.200 position:50% align:middle - So the conflict arose a couple of weeks ago, and it's a conflict in terms of confusion of roles, 00:41:44.200 --> 00:41:52.700 position:50% align:middle where the public health office issued an order during COVID and the health authorities interpreted it 00:41:52.700 --> 00:41:59.730 position:50% align:middle one way, and now they need more nurses under that order, but they thought that we, 00:41:59.730 --> 00:42:02.540 position:50% align:middle the regulator were putting up the barrier. 00:42:02.540 --> 00:42:03.373 position:50% align:middle - Oh, yeah. 00:42:03.373 --> 00:42:12.080 position:50% align:middle - So anyway, it did turn there is it's not uncommon to have, you know, the confusion of roles. 00:42:12.080 --> 00:42:19.990 position:50% align:middle However, this one I was able to sort out by bringing in the PHO and it all worked out okay. 00:42:19.990 --> 00:42:23.220 position:50% align:middle But it's just another example of conflict 00:42:23.220 --> 00:42:25.880 position:50% align:middle that arises over confusion in this space. Yeah. 00:42:25.880 --> 00:42:27.820 position:50% align:middle - A lot of confusion is where the conflict comes. 00:42:27.820 --> 00:42:28.600 position:50% align:middle Yeah. Yeah. 00:42:28.600 --> 00:42:33.340 position:50% align:middle - And there's so much with internalization that happens with conflict. 00:42:33.340 --> 00:42:39.120 position:50% align:middle We need to understand where people are coming from, how are they internalizing the issue. 00:42:39.120 --> 00:42:46.560 position:50% align:middle And if we ignore that and go straight to explanation, we're failing to give them a chance to share their 00:42:46.560 --> 00:42:49.240 position:50% align:middle feelings before we jump straight to information. 00:42:49.240 --> 00:42:51.880 position:50% align:middle And here's what we're going to do, or you're going to do. 00:42:51.880 --> 00:42:58.140 position:50% align:middle See the difference in when we do studies and we leave one of these key attributes out, 00:42:58.140 --> 00:43:03.000 position:50% align:middle our results are always problematic in one of our groups that we're comparing. 00:43:03.000 --> 00:43:04.100 position:50% align:middle So that internalization is real. 00:43:04.100 --> 00:43:07.670 position:50% align:middle - And one of the things that we found is when it's a risk, when it's a murky issue, 00:43:07.670 --> 00:43:13.110 position:50% align:middle like risk where it's a very complex, murky issue, we found that action alone, 00:43:13.110 --> 00:43:16.000 position:50% align:middle it doesn't work at all because of differences of opinion. 00:43:16.000 --> 00:43:22.670 position:50% align:middle Internalization becomes critical in terms of starting with the people, finding common ground. 00:43:22.670 --> 00:43:23.930 position:50% align:middle People want to be heard. 00:43:23.930 --> 00:43:30.430 position:50% align:middle You know, Dale Carnegie got this right way back in the early part of the 1900s when he wrote his book, 00:43:30.430 --> 00:43:35.590 position:50% align:middle "How to Win Friends and Influence People," listen first, listen first. 00:43:35.590 --> 00:43:37.450 position:50% align:middle If people are heard, it's amazing. 00:43:37.450 --> 00:43:43.220 position:50% align:middle Once people are heard, when you can say, "That I understand, that must be really frustrating." 00:43:43.220 --> 00:43:45.970 position:50% align:middle And then go from there, it's amazing. 00:43:45.970 --> 00:43:50.870 position:50% align:middle Just that small thing, if you're authentic about it, can make a huge difference. 00:43:50.870 --> 00:43:52.520 position:50% align:middle We all want to be heard. 00:43:52.520 --> 00:43:54.700 position:50% align:middle Our experiences are real, right? 00:43:54.700 --> 00:44:00.280 position:50% align:middle And then we can go from common ground, have dialogue, and co-construct meaning, but when it's risk, 00:44:00.280 --> 00:44:04.260 position:50% align:middle if you don't have internalization, you don't take the time for that piece, it will fail. 00:44:04.260 --> 00:44:06.920 position:50% align:middle Even if people do act, they know what to do and act. 00:44:06.920 --> 00:44:10.960 position:50% align:middle As soon as you turn your back, they'll try to get away with not doing it. Right? 00:44:10.960 --> 00:44:12.760 position:50% align:middle We've got data-driven research to show that. 00:44:12.760 --> 00:44:16.440 position:50% align:middle - Yeah. Don't make us go back to our other slides. 00:44:16.440 --> 00:44:18.480 position:50% align:middle Let's try the next one. Let's take it. 00:44:18.480 --> 00:44:19.240 position:50% align:middle - Next one. - Yeah. 00:44:19.240 --> 00:44:25.660 position:50% align:middle This one is when people try to get you capacity, something outside of your lane, out of your capacity, 00:44:25.660 --> 00:44:29.950 position:50% align:middle they try to make you do something or they expect you to do something, or they're putting pressure on you, 00:44:29.950 --> 00:44:31.450 position:50% align:middle and it's really not in your control. 00:44:31.450 --> 00:44:33.360 position:50% align:middle Could you talk about this? 00:44:33.360 --> 00:44:33.720 position:50% align:middle - Yeah. 00:44:33.720 --> 00:44:36.130 position:50% align:middle Well, we would like to change the rules on you now. 00:44:36.130 --> 00:44:39.610 position:50% align:middle We're going to go with the rule breakers and we're going to make the rules what they have so that they 00:44:39.610 --> 00:44:41.170 position:50% align:middle can't be breakers anymore. 00:44:41.170 --> 00:44:47.660 position:50% align:middle You can talk amongst yourselves at your tables about this one with some stories, 00:44:47.660 --> 00:44:49.380 position:50% align:middle and we'll give you about four or five minutes for this. 00:44:49.380 --> 00:44:51.690 position:50% align:middle So get ready, get set, go. 00:44:51.690 --> 00:44:53.530 position:50% align:middle Okay. If you can kind of wrap up your stories. 00:44:53.530 --> 00:44:56.270 position:50% align:middle So, we're going to do the exact same thing. 00:44:56.270 --> 00:44:59.790 position:50% align:middle We're going to ask for a few examples to see if that kind of resonates. 00:44:59.790 --> 00:45:06.300 position:50% align:middle And we're going to listen for the themes and see what we can hear happening in terms of capacity. 00:45:06.300 --> 00:45:09.390 position:50% align:middle Who is responsible? All right. 00:45:09.390 --> 00:45:10.596 position:50% align:middle - All right. 00:45:13.740 --> 00:45:16.820 position:50% align:middle - [Peggy] Mine's a little bit of a story. 00:45:16.820 --> 00:45:18.680 position:50% align:middle - Will you tell us your name and who you're from? 00:45:18.680 --> 00:45:20.770 position:50% align:middle - Peggy Benson, Alabama Board of Nursing. 00:45:20.770 --> 00:45:21.410 position:50% align:middle - Alabama. 00:45:21.410 --> 00:45:26.220 position:50% align:middle - So the governor's office called, and he is one of his legislative officers and want 00:45:26.220 --> 00:45:31.850 position:50% align:middle to know what we were doing as a regulatory board to recruit nurses into the state of Alabama. 00:45:31.850 --> 00:45:35.150 position:50% align:middle And I said, "Well, we don't recruit nurses. 00:45:35.150 --> 00:45:40.580 position:50% align:middle We're a regulatory board, but I'll tell you what, I'm an old CNO, which is a Chief Nursing Officer, 00:45:40.580 --> 00:45:48.240 position:50% align:middle so I can dust off some things and share those with you and tell you what we've done this past year to ease the 00:45:48.240 --> 00:45:50.270 position:50% align:middle burden on nurses." 00:45:50.270 --> 00:45:52.700 position:50% align:middle So, long story short, I put it all together. 00:45:52.700 --> 00:45:57.550 position:50% align:middle I sent it out to all the CNOs and the healthcare employers in the state. 00:45:57.550 --> 00:46:02.900 position:50% align:middle And even though I wasn't responsible for that, it ended up being, I think I've had close to 25 00:46:02.900 --> 00:46:10.680 position:50% align:middle speaking engagements now related to how to recruit and retain your nurses and what we've done from the 00:46:10.680 --> 00:46:16.530 position:50% align:middle Alabama's Board of Nursing to stabilize the nursing workforce and to help during the pandemic 00:46:16.530 --> 00:46:17.280 position:50% align:middle and to recover. 00:46:18.260 --> 00:46:19.950 position:50% align:middle - Wow. That's a great story. Thank you. 00:46:19.950 --> 00:46:23.620 position:50% align:middle - Nice work. 00:46:23.620 --> 00:46:24.870 position:50% align:middle Okay. - And you are? 00:46:24.870 --> 00:46:27.570 position:50% align:middle - [Brandon] I am Brandon from Nevada. 00:46:27.570 --> 00:46:28.750 position:50% align:middle - Nevada. 00:46:28.750 --> 00:46:33.760 position:50% align:middle - And during the last couple of our board meetings, or at least over the last couple of years, 00:46:33.760 --> 00:46:37.650 position:50% align:middle we've had a gentleman that has come before us for public comment. 00:46:37.650 --> 00:46:41.990 position:50% align:middle And one of his consistent messages is in Nevada, we do not have enough nursing assistants. 00:46:41.990 --> 00:46:51.740 position:50% align:middle And part of his proposed solution is lowering the standard for the state test. 00:46:51.740 --> 00:46:55.010 position:50% align:middle And that I don't think we'd be willing to do. 00:46:55.010 --> 00:47:03.350 position:50% align:middle But the trouble that I see with this is that we produce an annual report every year, and in our annual report, 00:47:03.350 --> 00:47:06.720 position:50% align:middle that information is quite compelling. 00:47:06.720 --> 00:47:13.440 position:50% align:middle For the last three consecutive years, Nevada's actually produced more CNAs year over year. 00:47:13.440 --> 00:47:18.480 position:50% align:middle The trouble is, one, we can't really control where they work. 00:47:18.480 --> 00:47:26.350 position:50% align:middle We also cannot control the culture within some of these facilities that result in the staff 00:47:26.350 --> 00:47:27.758 position:50% align:middle turnover they're having. 00:47:27.758 --> 00:47:30.040 position:50% align:middle - So, see the clear explanation? 00:47:30.040 --> 00:47:31.380 position:50% align:middle - Yeah. Again, it's about... 00:47:31.380 --> 00:47:37.010 position:50% align:middle - Yeah. This is when we get to this lane, when we're asked to move beyond our capacity, 00:47:37.010 --> 00:47:39.670 position:50% align:middle the explanation, sometimes it's the give that keeps giving, but, yes. 00:47:39.670 --> 00:47:45.390 position:50% align:middle - We don't recruit nurses and we can't control the environment where they're working. 00:47:45.390 --> 00:47:50.320 position:50% align:middle If it's a toxic environment, bad culture, that's not your job, right? 00:47:50.320 --> 00:47:53.300 position:50% align:middle There's not, yeah. Can we have another one? 00:47:53.300 --> 00:47:58.830 position:50% align:middle - Got to have one more and we'd appreciate it if it would come from the best-looking group. 00:47:58.830 --> 00:48:01.229 position:50% align:middle - [Female 4] Oh. - I'm just kidding. 00:48:06.470 --> 00:48:09.330 position:50% align:middle - [Ann] Just kidding, everyone. Everyone's beautiful in their own way. 00:48:09.330 --> 00:48:10.170 position:50% align:middle - Yeah. You're all beautiful. 00:48:10.170 --> 00:48:11.050 position:50% align:middle - Yes. 00:48:11.050 --> 00:48:15.560 position:50% align:middle Ann Coughlan from Pennsylvania, board member with my colleagues from Pennsylvania, 00:48:15.560 --> 00:48:20.380 position:50% align:middle and we were just discussing the myth of the power of the board. 00:48:20.380 --> 00:48:27.120 position:50% align:middle Being board members and our executive officer Wendy Miller, people reaching out to us and saying, 00:48:27.120 --> 00:48:29.240 position:50% align:middle "I need this. Can you make it happen?" 00:48:29.240 --> 00:48:35.190 position:50% align:middle Whether it's licensing, but you also have employer and employees reaching 00:48:35.190 --> 00:48:38.360 position:50% align:middle out to us with, like, wanting a definite answer. 00:48:38.360 --> 00:48:42.070 position:50% align:middle And it's almost like we were saying, I think it's Abbott and Costello, 00:48:42.070 --> 00:48:44.570 position:50% align:middle like the two hands going that way. 00:48:44.570 --> 00:48:50.500 position:50% align:middle So that's what we were just discussing at our table, the myth of the power and a definite answer. 00:48:50.500 --> 00:48:53.850 position:50% align:middle Like, I want a yes. There's no nos allowed. 00:48:53.850 --> 00:48:57.980 position:50% align:middle It's, yes, I can make that happen if that makes sense. Yes. 00:48:57.980 --> 00:48:59.470 position:50% align:middle - Fix this for me. - That's good. Good example. 00:48:59.470 --> 00:49:00.000 position:50% align:middle - Fix it, mommy. 00:49:00.000 --> 00:49:03.130 position:50% align:middle - Fix it.And if the other person I'm right, the other person's wrong. 00:49:03.130 --> 00:49:05.730 position:50% align:middle - Yeah. And our only recourse is good explanation. 00:49:05.730 --> 00:49:07.550 position:50% align:middle - Right. Thank you. That was great. 00:49:07.550 --> 00:49:08.740 position:50% align:middle - Okay. Thanks. 00:49:08.740 --> 00:49:10.910 position:50% align:middle - And go Phillies just wanted to add that. 00:49:10.910 --> 00:49:12.090 position:50% align:middle - Oh, go Phillies. 00:49:12.090 --> 00:49:13.640 position:50% align:middle - How about that? What was it like...? 00:49:13.640 --> 00:49:15.820 position:50% align:middle What was it like seven nothing Last night? 00:49:15.820 --> 00:49:17.900 position:50% align:middle - Yes. - Yeah, there you go. 00:49:17.900 --> 00:49:22.740 position:50% align:middle - So interestingly, the conflict, what we heard was the internalization, 00:49:22.740 --> 00:49:25.860 position:50% align:middle the idea of listening to their stories, finding the common ground, 00:49:25.860 --> 00:49:31.320 position:50% align:middle acknowledging that they're stressed or whatever the issue is, and then working together to co-construct the 00:49:31.320 --> 00:49:32.490 position:50% align:middle meaning from there. 00:49:32.490 --> 00:49:35.520 position:50% align:middle Now we're listening to this in terms of the who's responsible. 00:49:35.520 --> 00:49:40.060 position:50% align:middle You know, it's a natural human tendency to look for somebody else to blame, 00:49:40.060 --> 00:49:43.520 position:50% align:middle somebody else to be responsible, somebody else to fix it. 00:49:43.520 --> 00:49:47.480 position:50% align:middle And you're being that somebody else for a lot of people, it sounds like. 00:49:47.480 --> 00:49:51.340 position:50% align:middle And so there becomes an issue of explanation, as Tim said. 00:49:51.340 --> 00:49:54.900 position:50% align:middle How do we explain what we do, do, and don't do? 00:49:54.900 --> 00:49:59.840 position:50% align:middle The myth of the power of what we have to do, the fact that we can't control the toxic environment 00:49:59.840 --> 00:50:04.630 position:50% align:middle that you might be in, in your hospital or clinic and what was the other one, 00:50:04.630 --> 00:50:07.200 position:50% align:middle oh, we don't recruit nurses. 00:50:07.200 --> 00:50:09.410 position:50% align:middle - I love that story. 00:50:09.410 --> 00:50:09.880 position:50% align:middle - Yeah. 00:50:09.880 --> 00:50:13.910 position:50% align:middle So clearly explanation is the gap there, right, that might be able to fill that. 00:50:13.910 --> 00:50:15.000 position:50% align:middle Let's do one more. 00:50:15.000 --> 00:50:17.450 position:50% align:middle - This is the compression one. 00:50:17.450 --> 00:50:22.760 position:50% align:middle We're seeing if we're right and if you're feeling that, and some of the examples have suggested that you might 00:50:22.760 --> 00:50:27.890 position:50% align:middle be feeling that, that we're getting pressure from those who have greater authority and those that you serve are 00:50:27.890 --> 00:50:29.660 position:50% align:middle asking for more. 00:50:29.660 --> 00:50:31.920 position:50% align:middle Just discuss amongst yourselves. 00:50:31.920 --> 00:50:33.000 position:50% align:middle Let's see what we come up with. 00:50:33.000 --> 00:50:34.750 position:50% align:middle - Ready, get set, go. - Yeah. 00:50:34.750 --> 00:50:38.420 position:50% align:middle - Pickle in the middle is what I was thinking about with this one. 00:50:38.420 --> 00:50:41.040 position:50% align:middle Ever play pickle in the middle when you were a kid, right? 00:50:41.040 --> 00:50:44.240 position:50% align:middle They got somebody with the ball over here and the ball over there and you're in the middle and you try 00:50:44.240 --> 00:50:45.420 position:50% align:middle to catch the ball from them. 00:50:45.420 --> 00:50:46.830 position:50% align:middle I hated pickle in the middle. 00:50:46.830 --> 00:50:51.110 position:50% align:middle Hated that game anyway sounds like you're pickle in the middle, go. 00:50:53.360 --> 00:50:55.540 position:50% align:middle Okay. Time's up. 00:50:55.540 --> 00:50:59.670 position:50% align:middle Maybe we'll hear from a table that hasn't yet represented themselves. 00:50:59.670 --> 00:51:01.680 position:50% align:middle We all want to be heard. 00:51:01.680 --> 00:51:03.870 position:50% align:middle - Yeah. Is there a table that hasn't gone yet? 00:51:03.870 --> 00:51:08.380 position:50% align:middle Someone that has had saved it for this moment. 00:51:08.380 --> 00:51:10.550 position:50% align:middle - I know there's some great stories out there. 00:51:10.550 --> 00:51:12.190 position:50% align:middle I'm looking at you all over there. 00:51:12.190 --> 00:51:14.838 position:50% align:middle - There you are. There you are. 00:51:15.820 --> 00:51:16.650 position:50% align:middle Yeah. We got two right here. 00:51:16.650 --> 00:51:19.110 position:50% align:middle Whoever goes. You want to go first and then you go second. 00:51:19.110 --> 00:51:21.750 position:50% align:middle - [Shannon] I'm Shannon from Arkansas. 00:51:21.750 --> 00:51:26.660 position:50% align:middle We recently had some legislation passed that allowed APRN's the ability to apply 00:51:26.660 --> 00:51:28.600 position:50% align:middle for full independent practice. 00:51:28.600 --> 00:51:32.180 position:50% align:middle And in that statute, it's created a committee that reviews and approves 00:51:32.180 --> 00:51:33.540 position:50% align:middle all the applications. 00:51:33.540 --> 00:51:38.360 position:50% align:middle Well, I'm APRN practice at the Arkansas board, so I kind of filter their applications, 00:51:38.360 --> 00:51:40.590 position:50% align:middle ask for the required documents, and all these things. 00:51:40.590 --> 00:51:45.020 position:50% align:middle So I'm getting pressure from the applicants about when will my application be reviewed. 00:51:45.020 --> 00:51:47.690 position:50% align:middle The committee only meets kind of monthly. 00:51:47.690 --> 00:51:48.940 position:50% align:middle They only have to meet quarterly. 00:51:48.940 --> 00:51:53.450 position:50% align:middle But then I have to wait on the committee and then get all the committee's pressure about why was this letter 00:51:53.450 --> 00:51:55.870 position:50% align:middle of recommendation not signed. Why was it not dated? 00:51:55.870 --> 00:51:58.100 position:50% align:middle Why does their CV ineligible? 00:51:58.100 --> 00:52:00.780 position:50% align:middle I'm like, "I'm not the CV police. I'm sorry." 00:52:00.780 --> 00:52:04.170 position:50% align:middle And so I kind of get it from both ends about, "When am I going to be reviewed?" 00:52:04.170 --> 00:52:08.500 position:50% align:middle But I've got 200 applications that are waiting for review because I'm at the mercy of when the 00:52:08.500 --> 00:52:09.160 position:50% align:middle committee can meet. 00:52:09.160 --> 00:52:11.110 position:50% align:middle They were supposed to meet yesterday. 00:52:11.110 --> 00:52:13.630 position:50% align:middle Couldn't get a quorum, so they couldn't even meet. 00:52:13.630 --> 00:52:16.030 position:50% align:middle So that's frustrating. 00:52:16.030 --> 00:52:17.890 position:50% align:middle I feel like the middleman in between all this. 00:52:17.890 --> 00:52:19.540 position:50% align:middle - That sounds painful. 00:52:19.540 --> 00:52:22.170 position:50% align:middle - I can't do it. I can't do it. 00:52:22.170 --> 00:52:24.010 position:50% align:middle - Yes. 00:52:24.010 --> 00:52:25.700 position:50% align:middle - Okay. You ready for the rule breaker? 00:52:25.700 --> 00:52:27.930 position:50% align:middle - I'm a rule breaker. - Unless you're the rule breakers. 00:52:27.930 --> 00:52:31.363 position:50% align:middle - [Phyllis] I'm Phyllis, I'm the CEO from Mississippi and 00:52:31.363 --> 00:52:33.440 position:50% align:middle President-elect for NCSBN. 00:52:36.228 --> 00:52:41.200 position:50% align:middle And so we're coming from a little bit of a different perspective because I've heard and agree 00:52:41.200 --> 00:52:49.570 position:50% align:middle with everything we as regulators deal with, but looking at today's climate with employees 00:52:49.570 --> 00:52:56.270 position:50% align:middle having better, well, not better opportunity maybe so, but looking for higher paying jobs. 00:52:56.270 --> 00:53:01.280 position:50% align:middle We're dealing with not having sufficient staff in our agency, but the staff we do have, 00:53:01.280 --> 00:53:05.020 position:50% align:middle feel like they need to be compensated. 00:53:05.020 --> 00:53:12.500 position:50% align:middle And so you get that pressure from the bottom and they think they have some type of authority in which they 00:53:12.500 --> 00:53:19.750 position:50% align:middle really don't, but they're pressuring the people in authority to do things, 00:53:19.750 --> 00:53:22.670 position:50% align:middle or they're hanging over their head, "We'll just leave," which makes you 00:53:22.670 --> 00:53:24.310 position:50% align:middle even more short-staffed. 00:53:24.310 --> 00:53:30.560 position:50% align:middle So that's what we're looking at and trying to address some of those issues. 00:53:30.560 --> 00:53:37.530 position:50% align:middle And that to me is a very good example of compression internally, which I'm sure everybody here is dealing 00:53:37.530 --> 00:53:38.760 position:50% align:middle with some of the same issues. 00:53:38.760 --> 00:53:41.080 position:50% align:middle - And it's painful. 00:53:41.080 --> 00:53:42.180 position:50% align:middle - Yeah. That's a great one. 00:53:42.180 --> 00:53:44.770 position:50% align:middle - Yeah. Two really good examples. 00:53:44.770 --> 00:53:50.860 position:50% align:middle And I think when we talk about this, a lot of times we're looking at the kinds of, 00:53:50.860 --> 00:53:54.410 position:50% align:middle for compression that you need all three, right? 00:53:54.410 --> 00:53:56.200 position:50% align:middle You have to go through that dialogue. 00:53:56.200 --> 00:54:02.120 position:50% align:middle People have to understand what we've talked about in conflict, where you have to I understand 00:54:02.120 --> 00:54:04.830 position:50% align:middle what you're saying. I understand your concern. 00:54:04.830 --> 00:54:07.800 position:50% align:middle I explain what I can and can't do. 00:54:07.800 --> 00:54:15.050 position:50% align:middle And the action is some sort of co-created resolution because you're talking about situations that demand 00:54:15.050 --> 00:54:20.820 position:50% align:middle something has to be done, but it's almost a persuasive appeal for action. 00:54:20.820 --> 00:54:28.770 position:50% align:middle We need to do something better, if not better, different, or more consistent. 00:54:28.770 --> 00:54:36.000 position:50% align:middle So we can't go on this way with competing pressures. 00:54:36.000 --> 00:54:42.150 position:50% align:middle One has to be able to propose some sort of co-created action for how we're going to get by if we can't 00:54:42.150 --> 00:54:43.410 position:50% align:middle get a quorum. 00:54:43.410 --> 00:54:48.480 position:50% align:middle People need to internalize the problem that they're causing and the compression that's 00:54:48.480 --> 00:54:50.400 position:50% align:middle happening further down. 00:54:50.400 --> 00:54:55.590 position:50% align:middle They need to be made part of that instead of thinking that they're acting independently of the universe. 00:54:55.590 --> 00:55:00.540 position:50% align:middle - That thing about the workforce though, that the rule breakers mentioned is really something 00:55:00.540 --> 00:55:02.470 position:50% align:middle that we're all facing. What will you do for me? 00:55:02.470 --> 00:55:03.860 position:50% align:middle What will you give me for that? 00:55:03.860 --> 00:55:09.580 position:50% align:middle It's almost like a regression to a junior high mentality of I will do it, 00:55:09.580 --> 00:55:11.090 position:50% align:middle but what are you going to give me for it? 00:55:11.090 --> 00:55:12.160 position:50% align:middle What are you going to give me for it? 00:55:12.160 --> 00:55:13.850 position:50% align:middle And some things you don't... 00:55:13.850 --> 00:55:16.210 position:50% align:middle It's a long-term. 00:55:16.210 --> 00:55:18.070 position:50% align:middle The benefit pays off in the end. 00:55:18.070 --> 00:55:20.370 position:50% align:middle It doesn't maybe pay off for every little thing. 00:55:20.370 --> 00:55:24.830 position:50% align:middle I know I have one person that I've worked with a lot of my faculty that wants a nickle or a dime for every 00:55:24.830 --> 00:55:26.960 position:50% align:middle single thing they do. And it's like, I can't. 00:55:26.960 --> 00:55:28.190 position:50% align:middle I can't. 00:55:28.190 --> 00:55:30.930 position:50% align:middle So that's a real action piece. Yeah. 00:55:30.930 --> 00:55:39.470 position:50% align:middle - And again, sometimes the co-creation is to realize that what you can't do and what you can do, 00:55:39.470 --> 00:55:43.130 position:50% align:middle and that goes into this entire process. 00:55:43.130 --> 00:55:47.360 position:50% align:middle But what I will say is we have to go with internalization. 00:55:47.360 --> 00:55:52.840 position:50% align:middle We have to acknowledge their concerns, but they also have to understand the impact that their 00:55:52.840 --> 00:55:55.950 position:50% align:middle demands are making on two other levels. 00:55:55.950 --> 00:55:58.830 position:50% align:middle You and the pressures that you face. Does that make sense? 00:55:58.830 --> 00:56:00.090 position:50% align:middle - Yeah. Mm-hmm. 00:56:00.090 --> 00:56:02.140 position:50% align:middle - And we can't skip that. 00:56:02.140 --> 00:56:07.860 position:50% align:middle We can explain and explain and explain, but if I don't feel like not making a quorum matters, 00:56:07.860 --> 00:56:11.030 position:50% align:middle if I'm only looking at myself, if I'm only looking at my gains, 00:56:11.030 --> 00:56:14.630 position:50% align:middle if I'm only looking at my time, then we have to begin with that 00:56:14.630 --> 00:56:17.960 position:50% align:middle internalization component, which we forget so easily. 00:56:17.960 --> 00:56:22.110 position:50% align:middle And just as Deanna said, she put up all the sides and we've got so much data, 00:56:22.110 --> 00:56:24.120 position:50% align:middle explain, explain, explain is what we do. 00:56:24.120 --> 00:56:27.390 position:50% align:middle Or we say, well, I'll do this and I won't do that. 00:56:27.390 --> 00:56:32.260 position:50% align:middle We can't leave a piece of the picture out, internalization, explanation, action. 00:56:32.260 --> 00:56:33.070 position:50% align:middle - Action. 00:56:33.070 --> 00:56:37.120 position:50% align:middle But not just action for the regulator, but perhaps putting some of the responsibility of the 00:56:37.120 --> 00:56:40.870 position:50% align:middle action back into the organization that you're working with or the individuals that you're working with. 00:56:40.870 --> 00:56:44.970 position:50% align:middle And that might be a piece that we can grapple with in the big finish. 00:56:44.970 --> 00:56:47.770 position:50% align:middle - The big finish. I don't want to be too... 00:56:47.770 --> 00:56:53.030 position:50% align:middle I don't want to create too great of expectations, but this is so great. 00:56:53.030 --> 00:56:54.240 position:50% align:middle Okay. 00:56:54.240 --> 00:57:01.720 position:50% align:middle The big finish, we're going to give you a case, and this case creates your mission impossible. 00:57:01.720 --> 00:57:09.930 position:50% align:middle We're asking you to create a message short that you can read quickly that has internalization, explanation, 00:57:09.930 --> 00:57:16.800 position:50% align:middle and action in it, dealing with a very challenging scenario that nobody can take 00:57:16.800 --> 00:57:18.650 position:50% align:middle responsibility for, but us. 00:57:18.650 --> 00:57:22.850 position:50% align:middle We created it, we think it fits, but it's really hard. 00:57:22.850 --> 00:57:25.750 position:50% align:middle And I don't know, I think it's almost impossible. 00:57:25.750 --> 00:57:30.840 position:50% align:middle We'll see if anybody can write something, a one or two-minute message in response 00:57:30.840 --> 00:57:32.730 position:50% align:middle to this horrible... In fact, it's... 00:57:32.730 --> 00:57:36.250 position:50% align:middle - Well, I'm going to put it up there, but I want to attribute where attribute is due because 00:57:36.250 --> 00:57:38.280 position:50% align:middle we did get consulting advice from Nicole. 00:57:38.280 --> 00:57:39.470 position:50% align:middle - Yeah, don't blame Nicole for this. 00:57:39.470 --> 00:57:40.380 position:50% align:middle - I'm not blaming her. 00:57:40.380 --> 00:57:43.670 position:50% align:middle - Don't. No, because we're about to leave town, right? Don't. Don't 00:57:43.670 --> 00:57:43.920 position:50% align:middle - Okay. 00:57:43.920 --> 00:57:48.300 position:50% align:middle So what you're going to do as a table is you're going to have a short amount of time because you might not 00:57:48.300 --> 00:57:50.050 position:50% align:middle have a lot of time, right? 00:57:50.050 --> 00:57:54.280 position:50% align:middle But we're going to read this scenario together, and then we're going to put the directions up for you 00:57:54.280 --> 00:57:56.800 position:50% align:middle to create a message to deal with this issue. Okay? 00:57:56.800 --> 00:57:59.740 position:50% align:middle - So Deanna will read with you in her best reading voice. 00:57:59.740 --> 00:58:01.350 position:50% align:middle - Yes, I will. 00:58:01.350 --> 00:58:03.540 position:50% align:middle You are in a non-compact state. 00:58:03.540 --> 00:58:04.630 position:50% align:middle That's important. 00:58:04.630 --> 00:58:09.470 position:50% align:middle Your governor has been convinced by some large hospitals that the state's nursing shortage is due 00:58:09.470 --> 00:58:16.800 position:50% align:middle to the "overly-stringent" requirements your board has in place for nursing licensure. 00:58:16.800 --> 00:58:19.740 position:50% align:middle The governor is asking you to ease up a bit. 00:58:19.740 --> 00:58:25.120 position:50% align:middle Several nursing education programs in the state are troubled by trends they're seeing in other states where 00:58:25.120 --> 00:58:28.080 position:50% align:middle the quality of nursing is deteriorating. 00:58:28.080 --> 00:58:30.610 position:50% align:middle They're telling you to keep the requirements in place. 00:58:30.610 --> 00:58:33.240 position:50% align:middle Major media outlets are getting in the picture. 00:58:33.240 --> 00:58:39.460 position:50% align:middle They're reporting stories on both cases of nursing errors and on patients who believe their care has 00:58:39.460 --> 00:58:46.910 position:50% align:middle suffered because of a shortage of nurses caused by a slow and overly-meticulous licensing process 00:58:46.910 --> 00:58:48.180 position:50% align:middle in the state. 00:58:48.180 --> 00:58:54.910 position:50% align:middle These media outlets have also broadcast the remarks of a highly-visible state legislator who claims nursing 00:58:54.910 --> 00:58:59.530 position:50% align:middle licensure is a socialist conspiracy. 00:58:59.530 --> 00:59:02.130 position:50% align:middle Oh boy. Let's do it. 00:59:02.130 --> 00:59:03.280 position:50% align:middle Let's communicate. 00:59:03.280 --> 00:59:08.320 position:50% align:middle Prepare a message that includes internalization, explanation, and action. 00:59:08.320 --> 00:59:13.280 position:50% align:middle Identify what communication channel or channels you'll use to distribute that message. 00:59:13.280 --> 00:59:16.080 position:50% align:middle And your message should account for all these things that are going on. 00:59:16.080 --> 00:59:21.570 position:50% align:middle The governor, the hospitals, the nursing education programs, the media. 00:59:21.570 --> 00:59:26.570 position:50% align:middle And then please, select one member of your group to share your message out for the rest of us. 00:59:26.570 --> 00:59:28.880 position:50% align:middle And we are going to give you a little bit of time for this. 00:59:28.880 --> 00:59:30.560 position:50% align:middle We'll give you a two-minute warning. 00:59:30.560 --> 00:59:34.080 position:50% align:middle So you'll have about five minutes, but we'll give you a two-minute warning when you need 00:59:34.080 --> 00:59:36.590 position:50% align:middle to start wrapping things up and being ready to present. 00:59:36.590 --> 00:59:39.360 position:50% align:middle Okay? Ready, get set, go. 00:59:40.460 --> 00:59:48.179 position:50% align:middle - So keep in mind that this statement would be something that would lead off a press conference 00:59:48.179 --> 00:59:51.260 position:50% align:middle so you would have a chance to answer more questions. 00:59:51.260 --> 01:00:01.000 position:50% align:middle But we believe that if you begin a press conference or a response in a group by rounding the cycle, 01:00:01.000 --> 01:00:05.150 position:50% align:middle that you're better positioned for all forthcoming questions. 01:00:05.150 --> 01:00:11.490 position:50% align:middle So who's brave, bold, courageous, and wise enough to be the first person 01:00:11.490 --> 01:00:12.550 position:50% align:middle to read their statement? 01:00:12.550 --> 01:00:17.370 position:50% align:middle - And really has an awesome team. 01:00:17.370 --> 01:00:21.040 position:50% align:middle We know that you won't have all the answers, but can we hear where you're at grappling right now? 01:00:21.040 --> 01:00:23.660 position:50% align:middle What you've figured out? 01:00:23.660 --> 01:00:26.055 position:50% align:middle Especially... There we go. - There we go. There we go. 01:00:26.055 --> 01:00:27.677 position:50% align:middle Are you coming? 01:00:29.300 --> 01:00:34.050 position:50% align:middle - [Female 4] So who do you want taking care of you? 01:00:34.050 --> 01:00:42.900 position:50% align:middle So nurses are licensed because the risk to the public is devastating if they're not qualified to provide care 01:00:42.900 --> 01:00:46.100 position:50% align:middle to that patient. So who do you want taking care of you? 01:00:46.100 --> 01:00:47.850 position:50% align:middle What kind of nurse do you want? 01:00:47.850 --> 01:00:49.370 position:50% align:middle You have to start with asking the question. 01:00:49.370 --> 01:00:52.030 position:50% align:middle - That's internal. I'm internalizing that. 01:00:52.030 --> 01:00:52.970 position:50% align:middle - So that's where you would start. 01:00:52.970 --> 01:00:55.400 position:50% align:middle You would start with talk. It's a real concern. 01:00:55.400 --> 01:00:56.420 position:50% align:middle Let's hear your concern. 01:00:56.420 --> 01:01:00.570 position:50% align:middle What are the characteristics and traits you want from the person that's caring for you? 01:01:00.570 --> 01:01:03.040 position:50% align:middle - And a hard-hitting rhetorical question. - Right. 01:01:03.040 --> 01:01:04.800 position:50% align:middle - Yeah. I love it. Yeah. 01:01:04.800 --> 01:01:06.870 position:50% align:middle Find out what they want and then go from there. 01:01:06.870 --> 01:01:08.260 position:50% align:middle And then, well, here's how we get there. 01:01:08.260 --> 01:01:09.620 position:50% align:middle - Yeah. - Good. Thank you. 01:01:09.620 --> 01:01:15.910 position:50% align:middle - Yeah. Like that. That's to remember. Yeah. 01:01:15.910 --> 01:01:17.990 position:50% align:middle Are you going to round it... going all the way around first? 01:01:17.990 --> 01:01:19.280 position:50% align:middle - Wait now? Yeah. Yeah. Here we go. 01:01:19.280 --> 01:01:22.050 position:50% align:middle - [Female 5] All right. The mission of the ABN is public protection. 01:01:22.050 --> 01:01:27.260 position:50% align:middle The ABNs average days to licensure with the completed application is 1.3 days. 01:01:27.260 --> 01:01:31.300 position:50% align:middle The licensure requirements are consistently met to ensure patient safety. 01:01:31.300 --> 01:01:36.570 position:50% align:middle The measures completed since 2020 include student nurse apprentices, medication assistant certifieds, 01:01:36.570 --> 01:01:38.990 position:50% align:middle and student graduate aids. 01:01:38.990 --> 01:01:46.570 position:50% align:middle The implementation of the NLC with the uniform licensure requirements will further ensure patient 01:01:46.570 --> 01:01:49.590 position:50% align:middle safety in this great state. 01:01:49.590 --> 01:01:57.210 position:50% align:middle Please visit us on the ABNs Facebook site where you will find a list of contacts for your local 01:01:57.210 --> 01:01:59.350 position:50% align:middle legislators by county. 01:01:59.350 --> 01:02:07.091 position:50% align:middle We ask that you support the passage of the Senate Bill 145 ABN NLC. 01:02:07.091 --> 01:02:07.661 position:50% align:middle - Okay. 01:02:07.661 --> 01:02:10.731 position:50% align:middle - All right. Very good. Got a clear action statement. 01:02:10.731 --> 01:02:12.901 position:50% align:middle - So a lot of great explanation and action. 01:02:12.901 --> 01:02:14.471 position:50% align:middle So we had some internalization. 01:02:14.471 --> 01:02:19.401 position:50% align:middle Find out what you want so then you can address what they want and how the explanation that we just heard 01:02:19.401 --> 01:02:25.361 position:50% align:middle addresses that, and some action about where to go to do something about to make your voice heard. 01:02:25.361 --> 01:02:29.501 position:50% align:middle Let's hear one more. We got time for one more. 01:02:29.501 --> 01:02:32.231 position:50% align:middle We can wait. I'm a teacher. I can wait all day. 01:02:32.231 --> 01:02:36.801 position:50% align:middle - We do have time, but, yeah, we can do more than one. 01:02:36.801 --> 01:02:37.981 position:50% align:middle We have time for one more. - Okay. 01:02:37.981 --> 01:02:42.441 position:50% align:middle - Well, I think we need some collaboration because... 01:02:42.441 --> 01:02:43.391 position:50% align:middle - Sounds like it. 01:02:43.391 --> 01:02:45.871 position:50% align:middle - ...we all had different things in mind when we were talking about this. 01:02:45.871 --> 01:02:48.201 position:50% align:middle - I'm hearing that's too, and you can put it all together. 01:02:48.201 --> 01:02:56.931 position:50% align:middle - So we looked at how to bring the people into our statement. 01:02:56.931 --> 01:03:08.260 position:50% align:middle So your granny fell at 3:00 a.m in the morning in the hospital with a new nurse as her nurse 01:03:08.260 --> 01:03:11.136 position:50% align:middle from an unaccredited program. 01:03:13.070 --> 01:03:18.060 position:50% align:middle They don't know how to do CPR. Granny's a full code. 01:03:18.060 --> 01:03:19.520 position:50% align:middle Who do you want to take care of you? 01:03:19.520 --> 01:03:30.540 position:50% align:middle Someone who has prepared, someone who cares, someone who knows the law, the rules. 01:03:30.540 --> 01:03:37.970 position:50% align:middle And we want Nurse Licensure Compact to be a part of this because nurses are trained by stringent standards 01:03:37.970 --> 01:03:42.200 position:50% align:middle for our boards that regulate each and every one of these nurses. 01:03:42.200 --> 01:03:47.350 position:50% align:middle And when you take away the standard, what happens? 01:03:47.350 --> 01:03:51.550 position:50% align:middle Your granny is now gone. 01:03:51.550 --> 01:03:56.800 position:50% align:middle The patient safety protection is eliminated. 01:03:56.800 --> 01:04:02.520 position:50% align:middle You charged us to make a difference, to protect the public, 01:04:02.520 --> 01:04:12.290 position:50% align:middle yet when we implement law and standards of practice, you choose to remove. 01:04:12.290 --> 01:04:14.870 position:50% align:middle This cannot be. 01:04:14.870 --> 01:04:21.710 position:50% align:middle We must help each other in order to make sure that our granny is safe. 01:04:21.710 --> 01:04:25.750 position:50% align:middle - All right. That's powerful. 01:04:25.750 --> 01:04:31.470 position:50% align:middle I need a minute to get... That was good. Really good. 01:04:31.470 --> 01:04:34.630 position:50% align:middle - But what we're hearing is that, again, I believe in connection. 01:04:34.630 --> 01:04:39.480 position:50% align:middle We believe in collaboration even among this group of people who are in a like-minded field 01:04:39.480 --> 01:04:40.820 position:50% align:middle of practice, right? 01:04:40.820 --> 01:04:46.260 position:50% align:middle You can benefit from working together with each other on where your strengths are in terms of crafting 01:04:46.260 --> 01:04:49.710 position:50% align:middle messages that address each of these dimensions of the IDEA model. Yes? 01:04:49.710 --> 01:04:51.560 position:50% align:middle Is that kind of showing up here? 01:04:51.560 --> 01:04:52.020 position:50% align:middle - Yeah, Yes. 01:04:52.020 --> 01:04:57.910 position:50% align:middle - And how important it is for that internalization piece to put it back to the people that are addressing 01:04:57.910 --> 01:05:00.760 position:50% align:middle you to say, what is it that you would like? 01:05:00.760 --> 01:05:05.040 position:50% align:middle If your granny was in the hospital, what characteristics and traits do you want to see 01:05:05.040 --> 01:05:06.000 position:50% align:middle in that nurse? 01:05:06.000 --> 01:05:09.100 position:50% align:middle And then, let people say, and Nick said that I would too. 01:05:09.100 --> 01:05:11.410 position:50% align:middle I feel the same way that you do. 01:05:11.410 --> 01:05:16.400 position:50% align:middle Here's what we do to try to ensure that the nurses that take care of granny are doing the things. 01:05:16.400 --> 01:05:18.080 position:50% align:middle Yeah. Da da da da, right? 01:05:18.080 --> 01:05:22.410 position:50% align:middle Here's what you can do to help us help granny and help the people in the hospital. 01:05:22.410 --> 01:05:25.590 position:50% align:middle - Wonderful. And the temptation is to just explain. 01:05:25.590 --> 01:05:26.230 position:50% align:middle - Oh, yeah. 01:05:26.230 --> 01:05:28.240 position:50% align:middle - Just explain. Well, you don't understand. 01:05:28.240 --> 01:05:31.180 position:50% align:middle You just don't understand and explain and explain. 01:05:31.180 --> 01:05:34.510 position:50% align:middle But all three have shown clear internalization efforts. 01:05:34.510 --> 01:05:40.290 position:50% align:middle Don't those get you attuned? Very helpful. 01:05:40.290 --> 01:05:46.160 position:50% align:middle And then to move on I think the first one had some, what we call generalization. 01:05:46.160 --> 01:05:53.110 position:50% align:middle Once we get internalized, sometimes it leaves us with a question where we don't 01:05:53.110 --> 01:05:55.750 position:50% align:middle even want to ask the action because you've convicted us. 01:05:55.750 --> 01:05:58.100 position:50% align:middle And that's fine too. I mean, and that's fine too. 01:05:58.100 --> 01:06:01.520 position:50% align:middle But I want to hear one more. 01:06:01.520 --> 01:06:03.780 position:50% align:middle - Okay, fine. 01:06:03.780 --> 01:06:05.970 position:50% align:middle - I'll hear about that on the drive back to Orlando. 01:06:05.970 --> 01:06:07.920 position:50% align:middle - Yes, he will. Yes, he will. Because I have something really important to say. 01:06:07.920 --> 01:06:09.720 position:50% align:middle - Let's hear it. But I do want to hear one more. 01:06:09.720 --> 01:06:11.370 position:50% align:middle But anyway. 01:06:11.370 --> 01:06:15.540 position:50% align:middle - When you internalize, when you work with internalization, 01:06:15.540 --> 01:06:19.390 position:50% align:middle remember that you don't want to put somebody on the defensive. 01:06:19.390 --> 01:06:21.390 position:50% align:middle You want to say, "What are your concerns?" 01:06:21.390 --> 01:06:23.800 position:50% align:middle And telling the story about, have you ever been in the hospital? 01:06:23.800 --> 01:06:28.590 position:50% align:middle Has you ever had anybody in the hospital get it so that they're thinking of a story in their actual life, 01:06:28.590 --> 01:06:32.630 position:50% align:middle a relevant thing, rather than, "What would you want," which is what you're 01:06:32.630 --> 01:06:33.640 position:50% align:middle really asking them? 01:06:33.640 --> 01:06:36.090 position:50% align:middle But you're asking like, "Yeah, it's really a concern. 01:06:36.090 --> 01:06:37.150 position:50% align:middle Have you ever been in the hospital? 01:06:37.150 --> 01:06:38.450 position:50% align:middle Have you ever been in the hospital? 01:06:38.450 --> 01:06:39.610 position:50% align:middle Oh yeah. Let me hear about that." "Oh, yeah. 01:06:39.610 --> 01:06:42.490 position:50% align:middle My mom had a heart attack and she had to have these stents put in and da da da." 01:06:42.490 --> 01:06:45.120 position:50% align:middle And you can say, "Well, what were you expecting? 01:06:45.120 --> 01:06:46.920 position:50% align:middle How did your nursing care go for you? 01:06:46.920 --> 01:06:47.960 position:50% align:middle What were you expecting?" 01:06:47.960 --> 01:06:53.050 position:50% align:middle Then it puts it into a story right out here that you're talking about, right, as opposed to an accusation. 01:06:53.050 --> 01:06:55.080 position:50% align:middle Then you can say, "I agree with you. 01:06:55.080 --> 01:06:56.730 position:50% align:middle That's what I want as well. 01:06:56.730 --> 01:07:02.640 position:50% align:middle You know what, our board is here to make sure that that's the kind of care that we get and your loved ones 01:07:02.640 --> 01:07:03.410 position:50% align:middle get in the hospital." 01:07:03.410 --> 01:07:05.570 position:50% align:middle Do you see the slight difference there? 01:07:05.570 --> 01:07:10.710 position:50% align:middle And then you can go into the explanation because you've now created that common ground and then you can go 01:07:10.710 --> 01:07:13.250 position:50% align:middle on to action. Okay. That was important. 01:07:13.250 --> 01:07:15.350 position:50% align:middle - It was. It was very good. 01:07:15.350 --> 01:07:17.086 position:50% align:middle That's good. 01:07:18.750 --> 01:07:20.020 position:50% align:middle We do have time for one more. 01:07:20.020 --> 01:07:23.010 position:50% align:middle - They got the yellow light on me. It's making me nervous. 01:07:23.010 --> 01:07:24.870 position:50% align:middle - It's five minutes. Okay. 01:07:24.870 --> 01:07:27.000 position:50% align:middle They have to be... but they're... so who's just thinking...? 01:07:27.000 --> 01:07:28.090 position:50% align:middle - One more. One more. 01:07:28.090 --> 01:07:29.530 position:50% align:middle Somebody think they might have it where you can be...? 01:07:29.530 --> 01:07:30.990 position:50% align:middle - Yeah. Come on. 01:07:30.990 --> 01:07:34.410 position:50% align:middle - Yeah. The good-looking table's coming up. 01:07:35.850 --> 01:07:39.090 position:50% align:middle - Hi, Ann Coughlan again from Pennsylvania. 01:07:39.090 --> 01:07:45.920 position:50% align:middle Even we had some discussion with the three Cs at our table, but briefly, this is what we came up with. 01:07:45.920 --> 01:07:48.310 position:50% align:middle We, the board are here for public protection. 01:07:48.310 --> 01:07:55.020 position:50% align:middle We need standards for education and licensure to provide the best nurse to care for you and your family. 01:07:55.020 --> 01:07:56.710 position:50% align:middle - Yeah. Okay. 01:07:56.710 --> 01:07:58.630 position:50% align:middle - That's nice. That's good compassion. Yeah. 01:07:58.630 --> 01:08:02.220 position:50% align:middle That's the thing when you're doing internalization, the compassion needs to be there. 01:08:02.220 --> 01:08:06.780 position:50% align:middle Once we feel like you, the building the trust, which is, let's wrap up. 01:08:06.780 --> 01:08:12.720 position:50% align:middle If you got to start by building trust, you have to listen empathically, listen to people, 01:08:12.720 --> 01:08:16.200 position:50% align:middle and value their norms and values and constraints, and experiences. 01:08:16.200 --> 01:08:20.710 position:50% align:middle That's creating that common ground where they believe that you really do have their best interests 01:08:20.710 --> 01:08:23.110 position:50% align:middle in mind, right? That's so critical. 01:08:23.110 --> 01:08:25.920 position:50% align:middle - I love the way too that we're working together. 01:08:25.920 --> 01:08:30.220 position:50% align:middle There was almost a, from all the internalization invitation to work together. 01:08:30.220 --> 01:08:34.280 position:50% align:middle - Yeah. But I can't stress that enough because we fall short there. 01:08:34.280 --> 01:08:36.510 position:50% align:middle We think they already have internalization. 01:08:36.510 --> 01:08:39.770 position:50% align:middle We did these studies too, and people thought that the internalization was already 01:08:39.770 --> 01:08:40.810 position:50% align:middle there and it wasn't. 01:08:40.810 --> 01:08:44.830 position:50% align:middle And then what people would do is they would do the action until the head was turned and then they would 01:08:44.830 --> 01:08:48.740 position:50% align:middle stop doing it because they didn't have any invested commitment, conviction to doing it. 01:08:48.740 --> 01:08:53.030 position:50% align:middle Yeah. Starting with internalization, building a common value. 01:08:53.030 --> 01:08:54.180 position:50% align:middle Then distribution. 01:08:54.180 --> 01:08:57.620 position:50% align:middle We didn't talk about distribution in this particular scenario, but again, 01:08:57.620 --> 01:09:05.160 position:50% align:middle we talked about it in our talk part portion that, today, you have to get multiple channels and multiple 01:09:05.160 --> 01:09:10.750 position:50% align:middle sources on the same page together with you or you can't manage those competing narratives, 01:09:10.750 --> 01:09:12.460 position:50% align:middle mis-, dis-, and mal-information. 01:09:12.460 --> 01:09:18.840 position:50% align:middle So if you can get collectively working with multiple groups, if you've got a media agency or a media outlet 01:09:18.840 --> 01:09:25.160 position:50% align:middle or an agency that's saying you need to reduce your standards, the best thing you could do is put them 01:09:25.160 --> 01:09:30.950 position:50% align:middle at the table with you and help construct the messages that are going out so that they go, "Oh, yeah, 01:09:30.950 --> 01:09:36.150 position:50% align:middle I don't want my granny to have that happen to her," yeah, so that they're on the same page with you, right? 01:09:36.150 --> 01:09:38.970 position:50% align:middle And that's why I've talked about media influencers. 01:09:38.970 --> 01:09:43.160 position:50% align:middle If they're at the table with you, they're going to say, "Oh, yeah, this is part of... 01:09:43.160 --> 01:09:45.880 position:50% align:middle I'm part of this. I feel a part of this message and this thing. 01:09:45.880 --> 01:09:51.470 position:50% align:middle I'm going to go get it out to my target populations that this is why the regulators do this, 01:09:51.470 --> 01:09:53.070 position:50% align:middle why this is important, right?" 01:09:53.070 --> 01:09:56.690 position:50% align:middle Help share your message by that way. 01:09:56.690 --> 01:10:00.610 position:50% align:middle Explanation. Be transparent and again, co-construct meaning. 01:10:00.610 --> 01:10:05.280 position:50% align:middle They do need to know what you do and what you don't do and why you do it and why you don't do it. 01:10:05.280 --> 01:10:07.790 position:50% align:middle But that can't be all you say. 01:10:07.790 --> 01:10:12.590 position:50% align:middle Then you're creating a we and they, and what you want to do is have we, 01:10:12.590 --> 01:10:15.700 position:50% align:middle if we think back to Professor Jordan that we're all in this together. 01:10:15.700 --> 01:10:18.790 position:50% align:middle Let's figure it out. Come to the table with us. 01:10:18.790 --> 01:10:20.320 position:50% align:middle This is our role. 01:10:20.320 --> 01:10:23.670 position:50% align:middle And then action being specific and receiver-oriented. 01:10:23.670 --> 01:10:27.070 position:50% align:middle And we didn't talk a lot about this, but it has to be efficacious. 01:10:27.070 --> 01:10:31.140 position:50% align:middle In other words, you can't have actions that people can't do, right? 01:10:31.140 --> 01:10:32.930 position:50% align:middle You can't say, "Well, what you need to do is this." 01:10:32.930 --> 01:10:36.520 position:50% align:middle What can we do and what can't we do? 01:10:36.520 --> 01:10:37.730 position:50% align:middle Yes. Yeah? 01:10:37.730 --> 01:10:48.450 position:50% align:middle - So we began with a story about how just almost a flippant remark by Thomas Frieden from the CDC created 01:10:48.450 --> 01:10:54.720 position:50% align:middle a lot of consternation about Ebola and probably created pressure for boards of nursing as well when nurses felt 01:10:54.720 --> 01:10:59.390 position:50% align:middle threatened and were the secure procedures in place. 01:10:59.390 --> 01:11:08.100 position:50% align:middle And we know you realize that communication has to be thoughtful, creative, and accurate. 01:11:08.100 --> 01:11:14.220 position:50% align:middle But also we think we've given you a template that you can use because you won't fall into the temptation 01:11:14.220 --> 01:11:18.560 position:50% align:middle as Deanna talked about, to divide, to just give more explanation, 01:11:18.560 --> 01:11:25.250 position:50% align:middle but rather to share that internalization, be transparent, have the actions that you can probably 01:11:25.250 --> 01:11:28.260 position:50% align:middle even co-create and move forward. 01:11:28.260 --> 01:11:30.350 position:50% align:middle So thanks. We've enjoyed this so much. 01:11:30.350 --> 01:11:31.860 position:50% align:middle We learned a lot from you. 01:11:31.860 --> 01:11:33.192 position:50% align:middle And have a great conference. 01:11:33.192 --> 01:11:34.350 position:50% align:middle - Yes. - Thank you. 01:11:34.350 --> 01:11:35.781 position:50% align:middle - Thank you.