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