session objectives at the conclusion of this training session, we will understand: how we...

SESSION OBJECTIVESAt the conclusion of this training session, we will understand:• How we demonstrate Compassion in our work unit• Ways in which Compassion helps provide exceptional

service• How to use AIDET as a service interaction model• How to use HEARTS as a service recovery model• How to provide empathy by listening and responding to

the concerns of others

BJWCH Values Conversation Tool

COMPASSION BEHAVIORSAll team members should demonstrate Compassion in the

following areas: I will set priorities to meet the needs of internal and external customers and do

this in spite of time limits and pressures.I will smile, make eye contact & speak in ways

that are easy to understand. I will actively listen and show concern and interest.

I will ensure proper body language and tone of voice when communicating with others. I will avoid loud

talk and making excessive noisesI will make internal and external customers

at ease to reduce anxiety and promote a calm, professional environment. I will take

immediate steps to resolve issues and communicate results in a timely manner. I will use the approved service interaction

model (AIDET) & service recovery protocol (HEARTS) effectively.

I will consistently acknowledge the facts and feelings of others to show empathy. I will

identify and act on opportunities to provide empathic statements.

Service Interaction Model

Service Recovery Model

EMPATHY

EMPATHY

RESPONSE STARTERS: THE FEELINGS• It seems as if you are feeling….

• It sounds like you are….

• I am hearing that you are….

• I can tell this is important to you because…

EMPATHY

CONNECTORS• Due to…

• Because….

• Causing You to Feel….

EMPATHY

THE FACTS• What the patient/guest/colleague has shared with you

• The issues or concerns that cause the patient’s/guest’s/colleague’s

• Use some of the same words in your response

EMPATHY

“I have been out of surgery for 12 hours, and your nurses are already asking me to get up and walk. I am scared that I will hurt myself if I get out of bed,

and I am too tired and in too much pain.”RESPONSE STARTERS:

The FeelingsCONNECTORS THE FACTS