The GREAT Every Time Skill-Building Program:
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Employee Engagement A short, video-based Employee Workshop (to engage your team and teach the skill) | Hardwiring Follow-up options to help staff master, apply and consistently use the skill in their everyday work | Reinforcements Script samples, skill reminder cards, posters, recognition tools, and suggestions for leaders to keep the skills alive |
Read on to learn about each Skill-Builder.
| Skill-Builder | Rationale | Learners will be able to: |
| #1: GREAT Every Time | Many employees feel that their performance is already good. While they may be right, good is not GREAT. This Skill-Builder makes a powerful case for aspiring to a higher standard and highlights the benefits to the people we serve, ourselves and our organization. | Understand the importance of aspiring to GREATness in their everyday routines by:
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| #2: Reduce Anxiety, Enhance Satisfaction | In health care, because we serve people who are sick and vulnerable, making people “happy” is a less relevant and realistic goal than reducing people’s anxiety. This Skill-Builder makes the case for focusing on ways we can prevent and reduce the anxiety of the people we serve, especially by the way we communicate with them. |
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| #3: GREAT Greetings Every Time | First impressions last. When we greet our customers, the quality of our greetings affects how our customers move on to experience our colleagues and our services. This Skill-Builder demonstrates effective vs. ineffective greetings and demonstrates best practices. | Identify and apply best practices for impressive greetings that build trust, reduce anxiety and pave the way to a positive experience |
| #4: GREAT Handoffs Every Time | Patients and families become increasingly anxious as they move from one person or service to another. This Skill-Builder shines the light on handoff situations and identifies best practices that ease customer anxiety. | Identify and apply best communication practices that reduce customer anxiety as we transition our customers to another person or service |
| #5: GREAT Goodbyes Every Time | Our last interactions with the people we serve create the memory they carry away with them. This Skill-Builder illustrates the differences between poor, lackluster and great goodbyes and provides tips for making our goodbyes positively memorable. | Identify and apply the key elements of impressive closings that leave customers feeling clear and respected, as well as positive about their experience with us and our services |
- Program Implementation Guide
- Team Facilitator’s Guide
- Initial consultation on adapting the program to your specific needs and realities
GREAT Every Time
- Prepare managers to facilitate and manage the process with their teams
- Strengthen key skills that help them engage their teams, hold them accountable, and strengthen caring relationships with other departments and services
- Four customizable leadership sessions are available:
- Kickoff: The Great Customer Experience: Leading the Way to Breakthroughs
- How to Engage Your Staff in Enhancing the Patient/Customer Experience
- Accountability Essentials
- Building Bridges: From Turf to Team
We want to hear from you! Please ask your questions and request information about our video-based training systems.
Call Wendy directly at 215-413-1969 or fill out the form below.
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THANK YOU for this chance to connect!
Learn about the Language of Caring Program
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