Across
- 3. what does the 'C' in CLEAR2 stand for?
- 5. CLEAR2 approach: think of solutions to the problems
- 6. Having a _______ system in place means staff can speak to his/her RO or a senior if there is a difficult situation
- 11. CLEAR2 approach: saying sorry
- 12. staff is general good at identifying rational needs but the patient's ____ needs are often neglected
- 13. Practicing ___ means noticing when the mind is worrying and actively brings it back to the present moment
- 15. CLEAR2 approach: understand what the person is going through
Down
- 1. to diffuse conflict, staff should avoid _________ posture
- 2. the Act that relates to offences against public order, nuisance & property
- 4. what does the 'L' in CLEAR2 stand for?
- 7. the Act which protects general public against harassment & unlawful stalking.
- 8. CLEAR2 approach: identify and bring back patient to the root cause of issues
- 9. activity or thing that helps to lift your mood when serving patients: _____ anchors
- 10. take a ____ if the negative situation affects you emotionally
- 14. when patients express their dissatisfaction, staff should practise _____ listening to hear out the person