| Title | Objectives | Highlights |
1:
The Great Customer Experience: Leading the Way to Breakthroughs (Orientation to Language of Caring and GREAT Every Time)
| - Build the case and context for skill-building in caring communication- as a key to breakthroughs in patient and staff satisfaction
- Prepare leaders to facilitate with their teams the sequential, video-based training and application of skills learned
| - Organizational context
- 2-hour skill overview or experience the full Employee Workshop for one skill
- The training system explained
- The leader’s key roles
- Facilitation practice
- How to articulate your personal commitment
|
2:
How to Engage Your Staff in Enhancing
the Patient/
Customer Experience
| - Distinguish between good and GREAT
- Be able to use anxiety mapping to pinpoint high anxiety points for patients/customers
- Experience the powerful impact of GREAT performance at several key anxiety points in the patient/customer pathway through a service
- Apply the language of caring to design anxiety-reducing key words
| - Shining a light on what’s already GREAT
- Quick review: Language of Caring
- How to engage staff in anxiety mapping
- How to equip your staff to handle difficult situations that yield complaints and produce stress, e.g. situations such as waits, expressions of intense emotion, and customers who won't take 'no’ for an answer
- Practice and peer coaching models for mastering and using the skills
- Crafting your plan
|
3:
Accountability Essentials
| - Raise performance expectations
- Strengthen feedback and coaching skills key to consistently high levels of employee performance
- Conduct effective performance discussions
- Use a systematic approach to hiring great communicators
- Retool your recognition practices to enhance morale and employee effectiveness
| - How to raise the bar with clear, higher expectations
- How to give caring feedback
- How to hold performance conversations with high, middle & low performers
- How to handle employee resistance and excuses
- Behavioral interviewing for hiring great communicators
- Recognition & appreciation tools and practice
|
4:
Building Bridges: From Turf to Team
| - Identify strategies for partnerships and communication across lines
- Reach explicit agreements about collaboration and mutual accountability
- Develop a skill set for reducing disconnects and holding hard conversations when the going gets tough
| - Walking in others’ shoes
- Trust and bridge-building conversations
- Reaching agreements across departments, units, and sites
- Keeping lines of communication open
- Strategies to address disconnects and hard conversations
|
