On September 21, 2016 in Chuguyiv under the project supported by the Consulate General of the Federal Republic of Germany in Donetsk (Dnipro office) Mykhailo Dovgopol, one of the trainers of Change Agency “Perspectives” team, presented the key features of the system work with people and the concept of assertiveness to the family doctors and nurses of Chuguyiv primary health care center.

First of all, Mykhailo Dovgopol noted that only if your medical practice had enough qualified and motivated personnel you would be able to provide service of high quality. Human resource management timely supplies practices with needed specialists of the appropriate skills and motivation level.

Next, different motivation factors were discussed. It turned out that salary itself could not motivate people to work. Money can only satisfy our basic needs. Just interesting work, an opportunity to grow, learn and to be promoted can really motivate personnel.

There was a lively talk about the key characteristics of family doctor. Medical professionals highlighted the following: attention, ability to hear the patient, ability to make decisions and to take responsibility, desire to grow and find a common language with any client.

Moreover, family doctors and nurses considered WONCA tree, which in graphic way nicely depicts and illustrates main competences of family doctor.

The second part of the training was devoted to the basics of assertive behavior. The trainer suggested to the audience several videos on this topic.

Assertiveness is the quality of expressing opinions or desires in a strong and confident way, without manipulation of another person. The participants discovered an entirely new approach to the communication with patients, and especially in conflicts.

Mykhailo Dovgopol acquainted doctors and nurses with special technique of assertive behavior called “Stuck Record”. This technique employs the key assertive skill of ‘calm persistence’. It involves repeating what you want, time and time again, without raising the tone of your voice, becoming angry, irritated, or involved in side issues. With the help of the trainer medical professionals practiced calm persistence on typical situation for family doctor practice. They could see how this technique helps prevent the escalation of the conflict.