This 15-minute course features video examples of healthcare staff interacting with people under stress. There are four different scenarios where the learner will view an incorrect interaction that results in elevated and potentially dangerous stress levels. Then, each incorrect interaction is followed by a correct intervention, using basic NAPPI skills, where the results are positive for all involved.   

After completing this course, you should be able to:

• Understand the importance of treating individuals with dignity and respect.
• Understand the importance of smiling and greeting people
• Understand the importance of asking a patient or family member what will make them comfortable
• Understand the importance of listening more than talking
• Understand proper body language to show support and empathy
• Understand the importance of positive requests