Sample Habit-Builders

Sample Habit-Builders … short team activities for skill mastery and application Why Habit-Builders? The 30-minute Employee Workshop for each module presents the skill, illustrates it and provides tips for effective use. This is not enough to prompt enduring behavior

change. People need practice, coaching, and reinforcement. The one-skill-at-a-time approach to the Language of Caring allows time between modules for habit-building, so that you will see enduring behavioral changes. The challenge: To keep each skill top-of-mind for your team--to encourage your team members to use the skill repeatedly, at least daily until it becomes habit. Each activity takes less than 5 minutes in huddles, in staff meetings, or in a run-ityourself buddy system. Habit-Builders: Activity Types •

PRACTICE

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APPLY IT TO OUR WORK

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The WHY

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SUCCESS STORIES

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DIFFICULT SITUATIONS

Layout of Each Activity Each activity is laid out on two pages. •

Side 1: The activity that you show to your team

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Side 2: “For Team Leader” Includes Suggestions (how best to conduct the activity), Sample Responses, and Key Message Points

P.S. You can also use these Habit-Builders in the future as SKILL REFRESHERS.

Habit-Builder Example from Language of Caring Module #4

Acknowledging Feelings: AN APPLY IT! ACTIVITY Side 1 #9: Acknowledging Feelings during Everyday Routines Is there a routine part of your job ---something you do that raises feelings in person after person? Maybe your job involves causing discomfort or inconvenience? Maybe you deal with people who are afraid or anxious (e.g. about a procedure?) •

Think of a routine situation you handle every day when you can EXPECT the other person to be filled with feelings.

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Develop a great line you could use to ANTICIPATE and ACKNOWLEDGE these likely feelings.

Situation Example: To people who

Person’s

Words for

Likely Feeling

Acknowledging Feelings

Anxious

I realize it’s very hard to wait when you’re

must WAIT for biopsy

Impatient

anxious about results. I’ll be sure to contact

results

Concerned

you RIGTH AWAY when your results come in.

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2

3

Side 2

Acknowledging Feelings: AN APPLY IT! ACTIVITY #9: Acknowledging Feelings during Everyday Routines For Team Leader Suggestions •

In 3’s

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Then, with whole group, invite 3 or 4 examples.

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Close with these message points: o

For situations you handle day in and day out, you can have on hand great ways to acknowledge people’s likely feelings.

o

By acknowledging people’s likely feelings, you will show that you’re tuned in and care about the person’s feelings. Your empathy will show in these frequent situations.

Sample Responses •

To people who must WAIT for biopsy results: To a family member reluctant to leave their loved one for the night: You’ve been so devoted to your father

all day. And I realize it can be unsettling to leave when you’re worried. •

As part of your job, you have to call a person in another department often to ask for information that you need instantly: “I realize it can be maddening

when I interrupt your day by asking for information right away!”


The Blameless Apology: A PRACTICE ACTIVITY Side 1 #2: From Blaming to Blameless Change these blaming apologies to blameless apologies. Blaming

Blameless

Example:

I’m sorry you’re hurting so badly. They

I’m sorry you’re hurting so badly. Let’s

should have repositioned you last shift.

see what we can do to make you more comfortable.

A. To child: I’m sorry the shot hurt, but you have to be brave sometimes.

B. I’m sorry it took me so long to get you a blanket, but I have other patients to take care of.

C. I’m sorry you had to wait, but Dr. Smith is always late.

D. I’m sorry I forgot to give you your results, but it’s a zoo here.

Side 2

The Blameless Apology : A PRACTICE ACTIVITY #2: From Blaming to Blameless For Team Leader Suggestions 

In pairs or 3’s



Then, invite a few examples in the whole group. Coach people if their suggestions are not good blameless apologies. Don’t let weak responses pass. Coach people to a 5.




It’s so important to show sincere regret, plain and simple, with an “I’m sorry” statement.

o

If you blame or somehow make someone else look bad in your statement, it detracts and makes it hard for people to absorb your sincere regret. Instead, they hear the blaming as defensiveness on your part.

o

You don’t make yourself look better by making someone else look worse.

o

And if you blame the organization, people lose confidence in the organization (which includes you)! Sample Responses (next page)

Sample Responses Blaming

Blameless

Example: I’m sorry you’re hurting so

I’m sorry you’re hurting so badly. Let’s

badly... they should have repositioned

see what I can do to make you more

you last shift.

comfortable.

A. To child: I’m sorry the shot hurt, but

I’m really sorry this shot hurt. You’ve

you have to be brave sometimes.

been very brave…. And it’s going to help you get well.

B. I’m sorry it took me so long to get

I’m sorry about the delay getting you this

you a blanket, but I have other

blanket. Here it is now and let’s get you

patients to take care of.

warm.

C. I’m sorry you had to wait, but Dr. Smith is always late.

D. I’m sorry I forgot to give you your results, but it’s a zoo here.

I’m sorry about the wait and the inconvenience for you.

I’m sorry you’ve been waiting so long for your test result. I have it now. Let’s take a look.


From Good to GREAT: A SUCCESS STORIES ACTIVITY Side 1 #14: With Everyone, Everywhere! To get to GREAT, to make the Language of Caring HABIT and to use it to strengthen ALL of your relationships, it’s important to use the skills with everyone, everywhere. Describe a situation outside of work when you used Language of Caring skills and they worked well for you.

Consider situations with: •

A child

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Spouse or significant other

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Relatives

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Friends

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People in community settings, E.g. School, place of worship, grocery store

Side 2

From Good to GREAT : A SUCCESS STORIES ACTIVITY #14: With Everyone, Everywhere! For Team Leader Suggestions •

In pairs or 3’s

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Afterward, invite a couple of great stories.

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Be ready to share a situation of your own!

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Using the skills in all of our relationships will strengthen all of our relationships!

o

And the skills will become second nature and require very little effort.

o

THANK YOU for all you’re doing to make your caring felt.

Achieving an unparalleled patient experience and a culture of caring through exceptional communication.

The Language of Caring for Staff: •

Creates alignment by engaging everyone in using a common language for caring communication; it clearly defines and standardizes specific, versatile skills without scripting

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Mobilizes all employees as engaged contributors, who together create a culture and community of caring that advances your inspiring mission….all without adding time to their already crammed days and nights.

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Helps your organization earn the trust, respect and confidence of patients, families, your community and your entire healthcare team

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Personalizes care and service for every patient and family, helping them feel listened to, cared for and understood

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Encourages empathic communication, engagement and partnership, which are critical to patient and family-centered care

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Strengthens staff members’ connections and relationships with patients, families and coworkers, resulting in heightened engagement, satisfaction and professional gratification

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Helps you achieve improved patient outcomes known to result from empathic, healing communication

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Results in higher scores on CAHPS and the significant financial benefit

Ten Learning Modules …gleaned from extensive research on best communication practices, 1. 2. 3. 4. 5.

Introducing the Language of Caring Heart-Head-Heart Communication The Practice of Presence Acknowledging Feelings Showing Caring Nonverbally

6. 7. 8. 9. 10.

Explaining Positive Intent The Blameless Apology The Gift of Appreciation Say it again with HEART The Language of Caring: From Good to GREAT

The Components of Each Module

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Achieving an unparalleled patient experience and a culture of caring through exceptional communication.

The Approach: State-of-the-Art Blended Learning The Language of Caring mobilizes the power of team learning, interactive and engaging web-supported skill modules, and tools for habit-building and reinforcement. • • • • • • •

Focus on one skill at a time Managers lead! Interactive workshop in work teams Built-in habit-building activities Web access to comprehensive tools and videos on the Language of Caring Client Portal Accessible 24/7 Customer support CEU-ready

Sample Strategy

Groundwork and Customization

Leadership Kickoff

Facilitator Training

Staff Jumpstart

Learning Modules and Habit-BUilding

PLUS: Engage your Medical Staff with the companion program: Language of Caring for Physicians

“With the Language of Caring, we hoped that we would give our associates the tools to better engage our patients. We’re seeing exactly that. We’re seeing that our associates are engaging patients, they’re thinking about what they’re doing, they’re practicing the skills that they’ve learned over and over. Our scores: We’ve seen steady incremental improvement month over month consistently since we started the Language of Caring.” Rob Gould CEO Banner Desert Medical Center “Language of Caring is a game-changer. The program successfully teaches the essential communication skills that drive exceptional patient care experiences. Embracing Language of Caring has helped PeaceHealth ensure that our organizational vision — “Every person receives safe, compassionate care; every time, every touch”— is an intention and a reality.” Mary Lockhart, Ph.D. System Program Manager for Patient Experience PeaceHealth

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Watch the intro video now by visiting: http://languageofcaring.com/programs/language-of-caring-for-staff/intro-video/

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For more information or to schedule a free webinar overview, contact Jill Golde, Partner: 314-571-9607; [email protected]

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