||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