The Language of Caring Skill-Building Program:
9 Modules

Objective of the Language of Caring Program: To expand and strengthen staff communication skills so that the dedicated people on our care and service teams more effectively and more frequently make their compassion and caring felt by the people they serve.

The Language of Caring is a comprehensive, long-term training program designed to produce sustainable behavior change.

Contact us for a free informational webinar or to learn how this strategy can create patient experience breakthroughs for your organization.

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Click here to examine a full Skill-Builder Toolkit from The Language of Caring.
The Skill: Acknowledging Feelings

Benefits for Patients and Their Families

Reduced anxiety and stress
A perception of emotional safety, heartwarming care and emotional support
Greater trust and cooperation with care providers
Improved health outcomes

Benefits for Staff

Reconnection to the caring mission that drove them into healthcare
Greater gratification in their work
Pride in making an important difference to people at their most vulnerable times

Benefits for Your Organization

A reputation for not only great care, but great caring
Heightened performance on CAHPS and other patient satisfaction surveys
Greater employee satisfaction and retention
A stronger position as provider of choice in your competitive healthcare marketplace

Note: This Program Is for All of Us...whether we serve patients and families directly, or we serve the people who do—our internal customers.

Nine Modules Called “Skill-Builders”

The Language of Caring consists of nine “Skill-Builders”. Each one strengthens a single skill and helps people apply the skill when communicating with their customers. Each Skill-Builder includes a compelling video-based employee workshop, follow-up tools and reinforcements.

Skill-Builder Components Key to Optimal Results

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 and to examine a full Skill-Builder Toolkit.

Skill-Builder	Rationale	Learners will be able to:
#1: Heart-Head-Heart Communication	When caring people appear very busy and task-oriented, we might inadvertently fail to communicate our compassion and caring, creating the perception that we don’t care. This Skill-Builder demonstrates the importance of balancing task-oriented activity with communication that conveys our caring and emotional support.	Describe the difference between communicating from the head and communicating from the heart Use the Heart-Head-Heart Sandwich to address the informational and emotional needs of the people we serve
#2: The Practice of Presence	We are so busy these days and have so many responsibilities. This Skill-Builder shows the critical importance of quieting our racing minds and focusing fully on the customer-with “presence” or “mindfulness."	Describe the benefits of presence during interactions with patients, families and each other Demonstrate presence in the face of busy-ness, computers, interruptions and distractions
#3: Acknowledging Feelings	To listen effectively, we need to tune in not only to the content of what a person is saying, but also to their emotions. This Skill-Builder shows the power of tuning into and reflecting back what the customer seems to be feeling in order to help them feel understood and to make sure we’re tuned in, empathetic and responsive to their emotional state.	Tune in to verbal and nonverbal cues that suggest how a customer might be feeling Acknowledge the customer’s feeling, checking our understanding in a way that is nonjudgmental and respectful Use the skill of acknowledging feelings to make our caring felt
#4: Showing Caring Nonverbally	We are always communicating something even when we’re not speaking. This Skill-Builder helps people demonstrate nonverbal behaviors that ease anxiety, earn trust and make our caring felt.	Replace nonverbal behavior that customers perceive as impersonal or dismissive with nonverbal behavior perceived as respectful and caring Demonstrate nonverbal behavior that eases customer anxiety Show our caring through not only our words, but also our tone, posture, pace and face
#5: Explaining Positive Intent	We know what we’re doing and why, but the customer might not. This Skill-Builder helps us make explicit how what we're doing benefits the person on the receiving end - how it is “for your sake.”	Make explicit to customers the positive intent behind our requests and actions – how we’re acting in the customer’s best interest Ease anxiety about actions that might be routine for us but annoying or uncomfortable for the patient/customer Make it utterly clear that the customer’s best interest is driving our actions
#6: The Blameless Apology	The words “I’m sorry” are magical. But healthcare staff often resist using these words because they imply blame or personal responsibility. This Skill-Builder shows how we can express sincere regret without taking blame or blaming anyone else.	Say “I’m sorry” in a heartfelt way to upset or dissatisfied customers without placing blame on ourselves or others Show sincere regret that the customer has had a negative experience
#7: The Gift of Positive Regard	With appreciation, thanks, a compliment, or admiration, we can make a day or even change a life. This Skill-Builder reinforces the power of thanks, appreciation and admiration with patients and other customers who are stressed, frustrated, anxious or uncomfortable.	Express caring positive language (thanks, appreciation and admiration) to ease anxiety and help customers feel respected and appreciated Do so in a manner that comes across as heartfelt and personal
#8: The Caring Broken Record	Even after we’ve done everything possible to accommodate a customer, the customer might remain upset, angry, frustrated or insistent. In those instances, we need to hold our ground. This Skill-Builder shows how to hold our ground in a caring way without losing our composure.	Hold our ground in a caring manner in the face of resistance on the part of the other person
#9: The Skills Combined	When we blend several of the Language of Caring skills together, our customers feel and trust our caring even more.	Use a mix of caring communication skills to convey a strong message of caring to customers, especially in difficult or emotionally charged situations

The Toolkit for Each Skill-Builder

language of caring program

This toolkit includes easy-to-use tools for employee engagement, hardwiring and reinforcement.

contents-skill-builder

Also Included When You Purchase This Program:

Program Implementation Guide
Team Facilitator’s Guide
Initial consultation on adapting the program to your specific needs and realities

Hear Jamie Markel, Director of Organization Development, as she comments on The Language of Caring at WellSpan Health

Leadership Development to Maximize Results from
The Language of Caring

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

For More Information, Contact Us:

We want to hear from you! Please ask your questions and request information about our video-based training systems.

Call Jill Golde at 314-571-9607 or Dorothy Sisneros at 602-615-1192 or fill out the form below.

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The Language of Caring Skill-Building Program:9 Modules

The Language of Caring Skill-Building Program:
9 Modules