Presentation on theme: "SESSION OBJECTIVES At the conclusion of this training session, we will understand: How we demonstrate Compassion in our work unit Ways in which Compassion."— Presentation transcript:
SESSION OBJECTIVES At 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
COMPASSION BEHAVIORS All 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 noises I 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.
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 patients/guests/colleagues 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 Feelings CONNECTORSTHE FACTS